Objective
Customers reporting issues with Operator Connect are to be supported and escalated per the following procedure.
Applies To
- 8x8 Operator Connect for MS Teams
- Microsoft Teams
- Operator Connect
Procedure
All Operator Connect issues will be investigated on the 8x8 side before being escalated to third parties.
Partners should perform initial triage for Operator Connect related cases in order to gather as much information as possible and rule out basic troubleshooting before escalating to 8x8 Support. Here are some examples of possible issues and how to troubleshoot them:
- Call termination/call quality issues
- Test the phone line while connected to a different network.
- Run the Network Utility Tool (See Network Utility Download).
- Gather the call details, including the caller's number, callee's number, and the date and time of the call.
- Numbers not available in MS Teams after being assigned to Operator Connect.
- Make sure an emergency address was assigned to the number in Admin Console.
- Unassign the number from Operator Connect in Admin Console and re-assign it back.
Here are some examples of possible issues that will need to be immediately escalated to 8x8 Support as no triage will be required from customers to investigate:
- Issues with claiming or porting numbers in to 8x8 Admin Console.
- Incorrect 8x8 Operator Connect for MS Teams licences - Metered/Nationwide.