Microsoft Teams - Calling - Dial Pad Missing

Question

Hello,

I'm testing the Microsoft Teams calling functions for our company and so far everything has been working great except for 1 issue. We are looking for some users to enable calling phone numbers and not just Team Members. I cannot get the Dialer Pad to show up in Teams in my testing for other users and myself either in the desktop client, web client nor mobile app. I have gone through what are the prerequisites to making this work and from what I can see everything should be in place correctly. I also want to point out that we are not using an on premise phone system for this and are using the Microsoft Phone System for this.

I have the following Microsoft Licenses applied to my account.

• Microsoft 365 Business Premium License added to my account
• Microsoft 365 Domestic and International Calling Plan
• Microsoft 365 Phone System

I have also requested and applied a phone number to my account in the Teams Admin Portal and when calling that number from an external source the call comes though in my Teams Client and works properly. Our Teams mode has been converted from Skype for Business to Teams only and in almost all cases we are just currently using the Microsoft Default Teams Policies for the current time being. I've also tried applying the default AllowCalling policy to my account even though it has the same settings as the Global policy with no effect. I have also checked my account to ensure that Enterprise Voice is enable which it is. I have also gone and disabled enterprise voice through powershell, waited a while and re-enabled it as per some of the troubleshooting steps I have seen in various posts with no effect. I've gone through the troubleshooting steps here with also no change.

https://docs.microsoft.com/en-us/microsoftteams/troubleshoot/teams-conferencing/no-dial-pad

Is there something else I am missing here at this point or is there something broken in our Microsoft Tenant preventing this feature from working? I've been banging my head for days now trying to make this work and all of that banging has done nothing but give me a severe headache.

Any help or guidance would be greatly appreciated.

Answer 1

Hello WillPoz,

Thanks for your post in Microsoft community. Appreciate to provide brief information regarding your issue and all information related with it. Yes, you are correct. You performed all required steps to resolve this issue but still it didn’t resolved, so check this case with senior and they recommend to reassign calling plan and phone system license to one of the affected user account. After that re-enable Enterprise Voice for that user to check if it helps.

If still issue persist, we need to narrow down it and so for that please provide us below information via Private Message, so we can help to check further.

A. Run Get-CsOnlineUser cmdlet. This cmdlet helps to returns information about such things as whether or not the user has been enabled for Enterprise Voice and which per-user policies (if any) have been assigned to the user.

• Get-CsOnlineUser -Identity sip:******@xyz.com

B. Run Teams Debug logs and Teams desktop logs.

• To collect logs, please check the steps mention in Teams logs file.

For your privacy, we will send you private message for collecting it.

Regards,

Ankita Vaidya