Problem

During the provisioning process, a user called DirectRouting User is set up in the Microsoft Office Organization/Tenant that is used to build Direct Routing.

Solution

This means everything is working correctly. ConnecttoTeams creates a DirectRouting User as part of the Direct Routing setup. The DirectRouting User will consume a User License and a Phone System, or comparable, add-on license, which is why these licenses need to be available.

If you are still having issues even though the DirectRouting User has been created. Your licences may not be properly setup

  1. To validate DirectRouting User licenses are properly setup please go to the check status page make sure licenses are Activated (not Incomplete of Pending).


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  2. If DirectRouting User licensing is stuck as Pending in check status for more than 24 hours we recommend removing the assigned licenses in Microsoft Admin>Users>Active Users>Licenses and Apps and re-assigning manually.

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  3. Once the License Setup status says Complete you can go to the Enterprise portal and complete Direct Routing.