Skype for Business Online Cloud PBX with PSTN Calling – Phone Number Requests Forms

Noticed this on twitter over the weekend from @RandyChapman, so wanted to have a bit of look at this. Thanks Randy.

Seems this is a manual process for requesting new subscriber telephone numbers for users using SfBO Cloud PBX with PSTN Calling. This is where Microsoft is your Telco provider and all PSTN services are delivered by Microsoft in Skype for Business Online.

Its noted there are some countries/regions that you can’t get phone numbers using the Skype for Business Online admin centre. Instead you will need to download the correct country/region form and submit it to Microsoft. Once Microsoft receive the request , their service desk will help customers with getting new phone numbers.

It doesn’t say which countries specifically you have to use the forms for as all PSTN Calling countries have a form available it seems, but it does note – Belgium, Germany, Ireland and the Netherlands are only available to preview customers (early adopters).

Perhaps after countries are out of preview the online new telephone provisioning process may be added to admin centre.

This is noted for requesting only new “subscriber” phone numbers and NOT service numbers. Subscriber numbers are numbers that are assigned to your users.

To request new telephone number manually and not via the Skype for Business Online admin centre there are some forms available for download.

You can use these forms to request new subscriber (user) phone numbers that aren’t listed in the Skype for Business admin center.

List of Forms for download

  • New Phone Number Request for Belgium (Geographic numbers) (v.1) (en.US).pdf
  • New Phone Number Request for France (Geographic numbers) (v.1) (en.US).pdf
  • New Phone Number Request for Germany (Geographic numbers) (v.1) (en.US).pdf
  • New Phone Number Request for Ireland (Geographic numbers) (v.1) (en.US).pdf
  • New Phone Number Request for Spain (Geographic numbers) (v.1) (en.US).pdf
  • New Phone Number Request for the Netherlands (Geographic numbers) (v.1) (nl.NL).pdf
  • New Phone Number Request for the U.K. (Subscriber geographic numbers) (v.1) (en.US).pdf
  • New Phone Number Request for the U.S. (Subscriber numbers) (v.1) (en.US).pdf

Download link HERE

https://www.microsoft.com/en-us/download/details.aspx?id=55490&WT.mc_id=rss_alldownloads_all

Quick look at a form

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The form for each country looks the same but the example text in the table is different.

Also all form except the Netherlands are in English.

Notes the following as important on each form

IMPORTANT
1. Please submit requests for different type of numbers in different form submissions. You
can only request one number type per request/form. More Info.
2. You can list only one “emergency calling address” per request/form.
3. Please submit requests for different cities in different form submissions. You can only
request one city per request/form.

It also doesn’t list where to send the forms so perhaps these will be updated soon.

References

https://www.microsoft.com/en-us/download/details.aspx?id=55490&WT.mc_id=rss_alldownloads_all

Skype Academy Cloud PBX with PSTN calling Summary

Continuing with the summaries from Skype Academy i wanted to continue with Cloud PBX videos following on from the Cloud Voice Introduction.

There’s are number of Cloud PBX videos so ill release them one by one.

Part 1 – Cloud Voice Introductions Summary here

This is part 2 – Cloud PSTN with PSTN Calling

 

Lets go

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Usual training disclaimer

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This is January 2017 recording.

Agenda

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Key Learning’s

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  • Microsoft Service for PSTN needs
  • Microsoft is your one stop shop
  • Microsoft provides phone numbers and service
  • New Services and countries are continually being added so its key to keep update
  • Networking is SUPER important from users to Office 365, its key to ensure a good user experience. Please refer and follow SOF

Scope

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Diagram shows all training available for Cloud PBX.

White boxes so training available on Skype Academy, Blue boxes provide structure.

This session is CLOUD PBX with PSTN Calling. Understand and configure Cloud PBX with PSTN Calling.

What is Cloud PBX is out of scope, covered in Cloud PBX Voice introduction here

Dedicated training is available for subject like voicemail and networking.

CLOUD PBX WITH PSTN CALLING BENEFITS

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  • Microsoft provide the service
  • One bill for all communication
  • One portal
  • Seamless user experience
  • easiest and best way to deliver PSTN connectivity to CLOUD PBX users
  • Flexibility for phones numbers with new or existing number via porting
  • Easy to manage, all configuration in one place
  • Support from one place
  • No need for servers on premises, No pbx or gateways or SBCS
  • All provided by SfB Online

When to use CLOUD PBX with PSTN Calling

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  • If its available in your region (Currently USA, Puerto Rico, UK, France and Spain Only)
  • No need to keep existing Infrastructure
  • No long term contracts PSTN or PBX
  • Ideal for new deployments or new offices or end of life PBXs

High Level Overview of Cloud PBX with PSTN Calling

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Endpoints deployed on premises and connected to Office 365 and Office 365 is connected to the PSTN network

Signalling and media go from on premises to Office 365

Networking SUPER IMPORTANT

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Any jitter, packet loss or delay it will affect user experience

Network from user to Office 365 is generally three networks

  • On premises network (in office wired or wireless)
  • From company network (internconnect network to office 365) usually internet service provider
  • Then Office 365 Network

Customer responsible for on premises network and interconnect network. This mean provide good performance, SOF network readiness planning will help to plan for this and test your network.

PSTN Calling Service Availability

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Spain is not listed but is not available, so shows its important to check the most up to date information. Tried the URL listed but didn’t seem to work so i found this

Its defined on the user location not tenant location

It doesn’t matter if your Tenant location is not in a country listed for PSTN Calling service, if you have users located in a supported country they can use Cloud PBX with PSTN calling service.

In the future more countries will be added in preview first.  https://www.skypepreview.com/

Last Friday i noticed on Twitter Tom Arbuthnot mentioned that Ireland and the Netherlands are now available for preview so most likely will be coming next to GA soon. Toms post here and can be found on the Skype preview site here

PSTN Calling Plans

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The Cloud PBX licence is included with E5 plans and is an add on for E1 and E3. Having Cloud PBX alone does not allow for PSTN calling this is additional.

Users require a PSTN calling plan and there are two available in

  • Domestic (Calls within country)
  • Domestic and International (Calls within and outside your country up to 190)

Most countries are included.

PSTN Calling Service Minutes

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  • Minutes are outbound only.
  • Inbound minutes are free.
  • Number of minutes for each user per month is dependent on the location and calling plan.
  • US get 3000 domestic and 600 international calling
  • UK and France 1200 domestic and 600 international calling

Minutes are pooled for users in the same country with the same plan.

For example two users in France with domestic plans a user may have used all their minutes but another user has only used half their minutes, the first user can use the remaining minutes of the other user.

If all minutes are consumed emergency calling will still work and go through

Consumption based billing can be used if all minutes are consumed

Premium rate numbers are not part of PSTN Calling service, all calls to premium rate number are blocked.

I did find however in the UK for companies lower than 10 users its allowed. More details here in section 10.

PSTN Consumption based billing

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Optionally feature

Number of scenarios where its used

  • Conferencing Dial out
  • Toll free numbers for Dial in conferencing, call queues or AA
  • Used for users who use Cloud PBX with pstn calling, if they are calling a country that is not included in their pstn calling plan, users who only have domestic plan who want to call international

funding options

  • one time funding
  • Auto recharge

Recommended auto recharge, one time funding if used up it could block functionality from working which wouldn’t be good.

Phone Numbers and Porting

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Bring your own numbers or new numbers from Microsoft

If you want to have new numbers its simple process and search by country state region. You can acquire more numbers than licences and theres a formula for this below.

You can bring your own so users can keep their phone numbers, no new business cards.

If you want to keep your own phones you need to create a port request.

Service Numbers

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There are different to user numbers !

They support high volume of incoming calls

Configured differently in the backend

These can be toll or toll free

toll free requires pstn consumption with credit

You can port existing service numbers

How many numbers can i have / request ?

Number of phone numbers

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User numbers

There is a calculation

its the number of domestic + domestic and international voice calling plans * 1.1 +10 so 50 users =

50 *1.1 +10 = 65

Service Numbers

Its different looking at licences for Cloud PBX and PSTN Conferencing

This using the table above.

if you have 1 – 24 you can have 5 service numbers and 5 toll free

Porting existing Phone Numbers

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  • Important not to disconnect service with existing carrier, they are to participate in the porting process.
  • Turn off any special carrier features if applicable
  • Create port request, all numbers need to be from single carrier
  • if multiple carriers then each carrier will need its each port request
  • Company name is important
  • Billing telephone number and account number if set up
  • LOA signed by authorised party that proves these numbers can be ported
  • You can chose full or partial port where only some numbers are ported.
  • Number porting example in Office 365 admin portal

LOA examples and downloads can be found at the bottom of the post.

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This is the middle of a porting request

You can only port numbers using the portal in the US

Other countries you will need to open a support request

In the US you can enter single or number ranges

You can port maximum 999 numbers if more a service request is required.

You can transfer all or a subset.

Types or porting

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  • Standard
  • Project
  • Complex

Standard porting in the US can be done via portal, complex via service request

  • Single billing telephone number, single carrier single address. usually done in 7 business days providing porting request not rejected.
  • Project based above 100 numbers with single addresses, carrier, address  3 – 4 weeks
  • Complex – more than 999 multiple address, billing telephone numbers, single carrier. manually handling usually 3 – 4 weeks assuming no rejections. Service request required. Recommended if first time, test with single numbers to learn the process before moving all of them.

Emergency Services Dialling

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Location is required so numbers are routed correctly to the emergency calling centre

Required when acquired or assigned to a user

In US its required when assigning to a user

Is other counties required when acquiring phone number

Important – emergency locations should be added up front.

Also different calling behaviour for rich client (windows or mac) calls will be placed within SfB, Mobile clients will be sent via mobile carrier for better service.

Flow of Emergency Calling (US )

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Diagram is US specific!

Step 1 – Administrator defines location

Step 2 – address validated against master street address guide (US Only)

(Other countries uses Bing Maps to ensure address exists)

Step 3 – users Assign phone number and location and this information is stored in Step 4. Automatic location identification used in case of emergency. Users is configured but has not placed an emergency call

Step 5 – Users dials emergency phone number and is connected to operator (Call Screener) and confirms address with caller and transfer call to PSAP public safety answering point. US Only

(Other countries calls do direct to emergency service local the address, no call screener)

Address confirmed and address is set to dispatcher and emergency service and user is connected to local emergency services.

Additional Configurations

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Dial Plans are used to normalise phone numbers

Users in the US don’t want to dial the +1 and want to dial 555 123 456

SfB will use the dial plan to normalise with the +1 in front

Today Dial Plans are defined on user locations, US phones will be normalised to US.

Tenant/ Custom dial plans are in preview now so recommend signing up at https://www.skypepreview.com/  You can also use extensions

Outgoing Caller ID Manipulations

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By default the outgoing caller ID will be the user telephone number.

You can change this via PowerShell

Can be changed to a different phone number or block the caller ID being sent so unknown is displayed.

You can do this for all your users, per user or service numbers

Cloud PBX with PSTN Calling In Action

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Lets take a look at this in action.

New Numbers

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Administrator is signed into Office 365 admin portal and is requesting new telephone numbers for a new user.

Choosing new user number for a user, next we need to select country, region and city so we can get a the correct area code.

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Chose the city, above US and California is selected.

You can also see above the quantity you can acquire

You enter the number you require and you can select the telephone numbers you want.

Define Emergency Locations

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In the US this is done after acquiring a phone number but in other countries this must be done before acquiring telephone numbers.

The address is required to be validated as shown above and it will prompt if not correct as shown above.

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Once Emergency location is added this listed under Emergency locations

You can select the location and add floor information as highlighted in red box below.

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Next we need to assign the phone number to the user.

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From Voice users tab select the user and from the drop down select a number and emergency location.

Emergency Calling disclaimer – Please read

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  • Please note how Emergency calling is different with Cloud PBX with PSTN Calling due to the nature of SfB and its mobile use.
  • It will tell you emergency service centre may not know the exact locations as the user may be at home, travelling or customer so will prompt for the users location
  • There is situations where operator may ask for users actual location
  • If users has no power, network or internet SfB wont be able to call emergency services
  • If travel international then emergency calls shouldn’t be used as emergency wont be routed to the in country emergency services.

Once accepted the number is assigned to the user

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You can also view the Unified Messaging (Voicemail) status for the user. If the users mailbox is on Exchange Online this will automatically be setup. If users mailbox on premises this will required setting up. More info can be found here

Operational Considerations

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A quick summary for more details on maintaining health for SfB there is more training on Skype academy.

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NETWORK IS IMPORTANT – SUPER IMPORTANT ITS SUPER IMPORTANT, you got it Smile

Any network impact will impact SfB users and their user experience

Monitor call quality via Call Quality Dashboard (CQD) some more info here

In case of outages and issue, check service portal on Office 365, open tickets if required.

PSTN Calling Usage Reports

For the past 90 days in Office 365 admin console

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Exportable to csv

Who called what/who phone number at what time and duration, call type, call or conference

Microsoft provide this information so consumption can be viewed.

Summary and Key Leanings to Recap

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Cloud PBX with PSTN calling is from Microsoft, one service, one bill, one provider

Best experience for providing PSTN for Cloud PBX users.

New features and countries are coming

Networking is super important, be sure to leverage SOF network assessment.

More CLOUD PBX training

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You can mix and match Cloud PBX with PSTN calling users and  users with Cloud PBX with on premises PSTN.

Also Cloud Connector Edition (CCE) a small appliance for providing on premises PSTN connectivity to users homed in Office 365 using Cloud PBX.

Additional Trainings

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Community and Blog

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Community

https://techcommunity.microsoft.com/t5/Skype-Operations-Framework-Skype/bd-p/SOF

SOF Blog

https://techcommunity.microsoft.com/t5/Skype-Operations-Framework-Skype/bg-p/SOF_and_Academy

 

Other useful Cloud PBX with PSTN Calling Links

 

Countries and regions that are supported for Skype for Business Online PSTN Services

https://support.office.com/en-us/article/Countries-and-regions-that-are-supported-for-Skype-for-Business-Online-PSTN-Services-6ba72f37-d303-4795-aa8f-7e1845078ed7?ui=en-US&rs=en-US&ad=US

Change the toll or toll-free numbers on your dial-in conferencing bridge

https://support.office.com/en-us/article/Change-the-toll-or-toll-free-numbers-on-your-dial-in-conferencing-bridge-6403f6d1-c05a-44ab-a6e0-558000e246f4?ui=en-US&rs=en-US&ad=US

Manually submit a custom service request

https://support.office.com/en-us/article/Manually-submit-a-custom-service-request-6310f07f-9d07-4cb1-bd6e-51ef6eb3c335?ui=en-US&rs=en-US&ad=US

Download a Letter of Authorization (LOA)

https://support.office.com/en-us/article/Download-a-Letter-of-Authorization-LOA-c0ab5bc9-44f1-46dd-b401-828e4f10b7ac?ui=en-US&rs=en-US&ad=US

LOA Download Forms

https://www.microsoft.com/en-us/download/details.aspx?id=49167

What phone service providers or carriers are supported?

https://support.office.com/en-us/article/What-phone-service-providers-or-carriers-are-supported-f80326d3-9a7f-4748-bea9-94b2dbca9750?ui=en-US&rs=en-US&ad=US

Transfer phone numbers to Skype for Business Online

https://support.office.com/en-us/article/Transfer-phone-numbers-to-Skype-for-Business-Online-47b3af8e-4171-4dec-8333-c956f108664e

Set up PSTN Calling for Skype for Business

https://support.office.com/en-us/article/Set-up-PSTN-calling-for-Skype-for-Business-57893158-1acd-44ac-acaf-19f58264a9e0

What is PSTN calling?

https://support.office.com/en-us/article/What-is-PSTN-Calling-3dc773b9-95e0-4448-b2f1-887c54022429

PSTN Calling plans for Skype for Business

https://support.office.com/en-us/article/PSTN-Calling-plans-for-Skype-for-Business-f47c6a97-bc8b-42e6-b5d4-ce6b41ed1918

Getting phones for Skype for Business Online

https://support.office.com/en-us/article/Getting-phones-for-Skype-for-Business-Online-91f2d947-45fc-4fab-bd8b-2e313531c477?ui=en-US&rs=en-US&ad=US

Emergency calling terms and conditions

https://support.office.com/en-us/article/Emergency-calling-terms-and-conditions-ca2c751b-53ab-42c7-aed9-cfe27e662940

Skype for Business Online: Emergency Calling (911) disclaimer

https://www.microsoft.com/en-us/download/details.aspx?id=49918

What are emergency locations, addresses and call routing?

https://support.office.com/en-us/article/What-are-emergency-locations-addresses-and-call-routing-589bf5f5-490a-4215-8588-99bab7d33e31

Skype for Business Online PSTN services use terms

https://support.office.com/en-us/article/Skype-for-Business-Online-PSTN-services-use-terms-dc6e95cd-51e8-49ca-bcd3-78dc9dae486a

Skype for Business PSTN calling – code of practice for United Kingdom

https://support.office.com/en-us/article/Skype-for-Business-PSTN-calling-code-of-practice-for-United-Kingdom-44c6c523-2cd8-43c5-a53c-e9c59489b9c6?ui=en-US&rs=en-US&ad=US

Skype for Business PSTN calling – complaint handling code for United Kingdom

https://support.office.com/en-us/article/Skype-for-Business-PSTN-calling-complaint-handling-code-for-United-Kingdom-6f51ee4a-d939-4ba3-8659-ccf012d069f8?ui=en-US&rs=en-US&ad=US

Skype for Business add-on licensing

https://support.office.com/en-us/article/Skype-for-Business-add-on-licensing-3ed752b1-5983-43f9-bcfd-760619ab40a7?ui=en-US&rs=en-US&ad=US

What is PSTN Consumption billing?

https://support.office.com/en-us/article/What-is-PSTN-Consumption-billing-524dbea7-117f-493d-8005-6461f7f10059

PSTN Consumption Rate Table

https://query.prod.cms.rt.microsoft.com/cms/api/am/binary/REDTZ9

Set up dial-in or PSTN conferencing for Skype for Business

https://support.office.com/en-us/article/Set-up-dial-in-or-PSTN-conferencing-for-Skype-for-Business-d01954f1-4f37-4cf5-a636-20039e5c59e9?ui=en-US&rs=en-US&ad=US

Here’s what you get with Cloud PBX

https://support.office.com/en-us/article/Here-s-what-you-get-with-Cloud-PBX-bc9756d1-8a2f-42c4-98f6-afb17c29231c?ui=en-US&rs=en-US&ad=US

Set up Cloud PBX voicemail – Admin help

https://support.office.com/en-us/article/Set-up-Cloud-PBX-voicemail-Admin-help-9c590873-b014-4df3-9e27-1bb97322a79d?ui=en-US&rs=en-US&ad=US

Configure Skype for Business Cloud Connector Edition

https://technet.microsoft.com/en-us/library/mt605228.aspx

Customer issues between ExUM and Azure Voicemail

https://support.microsoft.com/en-us/help/3195158/customer-issues-between-exum-and-azure-voicemail

Add funds and manage Skype for Business PSTN Consumption

https://support.office.com/en-us/article/Add-funds-and-manage-Skype-for-Business-PSTN-Consumption-691c9301-1f66-41fe-9b2c-ca24ae987463