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4,183 questions
Hi @James James
According to your case description, you are experiencing outbound call issues. Please check if the issues mentioned in the official documentation are one of the situations you are experiencing.
These issues include the following:
- An incorrect caller ID is displayed to the call recipient.
- A connection to the SBC is not established.
- Some users in a tenant are unable to make calls.
- No users in a tenant are able to make calls.
If so, please refer to Issues that affect outbound direct routing calls.
In addition, please try the following steps to troubleshoot:
- License restrictions: Some licenses may have specific geographical restrictions. Please confirm that your colleague's Teams phone license for international calls allows calls from the country this user is located in.
- Location settings: Microsoft Teams may restrict calls based on the user's geographical location. Please check the location settings in the Teams admin center to make sure that there are no settings that block calls from his/her country
- Network configuration: If your organization uses location-based routing (LBR), please make sure that her/his network in his country is configured correctly. LBR may restrict calls based on the network the user is connected to.
- Enable international voice: In the Teams admin center, make sure that the "Enable international voice" setting is enabled for the user. This can be done by following the steps below: Sign in to the Teams admin center with your administrator account. Navigate to Users -> Manage Users. Find and select the user for whom international voice needs to be enabled. In the details page, select Voice -> Calling Plan. In the calling plan settings, find and enable the "International Voice" option.
Licensed users can call out to numbers located in the country/region where their Microsoft 365 license is assigned to the user based on the user's location. So, we recommend you check if the destination country is in the support list.Make outbound calls to these countries/regions | Microsoft Learn
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