Swap a new DDI number for the existing User

Updated at February 6th, 2025

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Table of Contents

1. Unassign the User from the current number on the Microsoft Teams Admin center 2. Release that number from Microsoft Teams Admin center 3. Swap a new number for the User on the CPaaS Portal 5. Upload the new DDI number

Due to some reasons, your agents need to use new numbers. In that cases, you can swap your agent's number for a new one.

In order to do so, please follow the steps below:

Remove a phone number from the user

To remove a phone number by using the Teams admin center:

In the left navigation, click Users, locate and double-click the user you want, click Account, and then under General information, make a note of the phone number that's assigned to the user.
In the left navigation, click Voice > Phone numbers.
On the Phone numbers page, select the number that you identified in the previous step, and then click Edit.
In the Edit pane, under Assigned to, click the X to remove the user.
Click Save.

On the Phone numbers page, select the number that you identified in step 1, and then click Release.
Input the confirmed Code to take action.
Release

Go to Manage Organization > choose Licenses tab
Find the account that you want to change the number > click on Assigned Numbers > Manage
Remove the existing Number >assign the new Number

Once you finish the above steps, the system will automatically update the new DDI number on the Microsoft Teams tab.

6. Assign the new number for the User on the Microsoft Teams Admin center

To assign a number by using the Teams admin center:

In the left navigation, click Voice > Phone numbers.
On the Phone numbers page, select an unassigned number in the list, and then click Edit.
In the Edit pane, under Assigned to, search for the user by display name or user name, and then click Assign.

user exchange number substitute