Forum Discussion
Unable to add Communication Credits to an existing customer client but also on a brand new tenant
stanstanford Microsoft has not resolved the issue for me at this point. I was trying to get a E5 trial to enable the communication credits, which doesn't work in NCE. Microsoft asked me to cancel the trial so they could try to switch the tenant back to a legacy version of NCE. It didn't work. Last thing they had me do was run PSR and grab a text file of code from my tenant web page. Told me to give them 3 -5 business days.
I did come up with a workaround but only because my client purchased another company that was using Office 365 as well. The other company was still in legacy NCE so I was able to buy the communication credits. I had Microsoft port the 800 number over and then I setup a forward to send it to the local number assigned to the auto attendant of the tenant I'm having the problem with. If I didn't have that other Office 365 tenant, I would be stuck. That being said, porting the 800 number to another service like RingCentral would let you forward the number into a local Teams number. But we shouldn't have to do that.
TechT1410 It took a while for Microsoft to get the Tenant to switch back into Legacy. Once they did that I was able to add the Communication Credits. It took about a month for this to happen (resolved around 9-28). I was talking with the Microsoft tech a few times a week to get it done. There was some steps on their end to made it happen. What seems to do the trick was running Microsoft Problem Step Recorder and grabbing source code of the Office 365 page admin page from my web browser. I don't remember the details of the source code grab, but after I send them the files, they got it worked out.
I had the same experiences as StanStanford. It seems to me that Microsoft was moving towards a subscription on Azure to handle this, but totally forgot about 800 numbers. I would hope they work it out soon. Hopefully you can have them convert back to Legacy so you can add the credits.
- We were able to get through it, but there were hurdles.
First we ported the number to our tenant, and set up forwarding to a dummy number in the customer tenant. You can to inter tenant ports by opening a support ticket from the Teams admin site. And you can schedule it, or tell them to do ASAP. The turn around was pretty quick.
We had to open a ticket w/ MS from the 365 admin portal, to have them change the tenant to a "Legacy Tenant". Once that was completed after a few days, I then had to add an E5 trial pay as you go license (NCE trials did not work) Once the pay as you go license was there, I was then able to see the communication credits, and get those added.
We then could kill those trial E5. And port the number to the customer.
It has been 2 months since we did this, so as we all know, this process may not work, or may be entirely different by now.
