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Unable to make Teams phone calls even after getting a dial pad

Varun Kulkarni 0 Reputation points
2025-10-01T01:27:24.7933333+00:00

I have a Teams Essentials and Teams Phone with domestic calling policy assigned to my account by admin and also received an email from Microsoft saying I have a new Microsoft Teams number. I can now see a dial pad in the Teams app on my mac laptop and even on android phone but I'm unable to make calls.

When I'm making a local Australian call with my Australian number -

On the laptop I get a message: We couldn't connect the call. The dialled number is invalid or you are not authorised to make this call. Please contact your system administrator.

On the phone I get a message: We could not complete the call.

Any suggestions to fix this will be greatly appreciated.

Microsoft Teams | Microsoft Teams for business | Meetings and calls | Other
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  1. Anonymous
    2025-10-01T03:19:53+00:00

    Dear @Varun Kulkarni,

    Thank you for reaching out to the Microsoft Q&A forum. We’re happy to assist you.

    Based on your current setup, with Teams Essentials and Teams Phone with Domestic Calling Plan assigned, your account is correctly licensed. However, to enable outbound calling successfully, a few additional configurations are required:

    1. Enterprise Voice must be enabled

    Your account must be explicitly enabled for Enterprise Voice to activate PSTN calling capabilities in Teams. You can learn more here: Set up Teams Phone in your organization

    1. PSTN connectivity must be configured

    A valid PSTN connection is required through one of the following options:

    • Microsoft Calling Plan
    • Operator Connect
    • Direct Routing (using your own Session Border Controller)
    • More details: PSTN connectivity options
    1. Dial-out policies must allow the call type

    Your Teams administrator should ensure that the TeamsDialOutPolicy assigned to your account allows outbound calls to the destinations you’re trying to reach. If the policy restricts local or international calls, you may encounter errors such as “not authorized to make this call.”

    1. Verify license location assignment

    With a Domestic Calling Plan, licensed users can only call numbers located in the country assigned to their Microsoft 365 account. Please confirm that Australia is correctly set as your assigned location.

    Learn more here: Microsoft Teams Calling Plans

    If you need any further assistance, feel free to reach out. We're here to help. Thank you very much for your understanding and your cooperation

    If you found the answer useful, please click "Accepted Answer" and kindly give it an upvote.

    If you have any follow-up questions, feel free to click "Comment" to continue the discussion.

    Note: To receive email notifications related to this thread, please follow the steps in our documentation to enable email alerts.

    1 person found this answer helpful.

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