Microsoft Teams | Won't send dial pad inputs when navigating a phone tree during a conference call

Stromseth, Kathy 0 Reputation points

During conference calls, the Teams dial pad disappears and I can’t type any numbers. It is causing issues with clients trying to transfer assets to our management.

Family Member sometimes need to dial to an external number from the Teams app on their phone, add another external number to the call, then use the dial pad to navigate a phone tree. However, the Teams conference won’t send the dial pad inputs to the phone tree system.

Unfortunately, the dial pad within the call does not work either to navigate phone trees/menus during a conference call.

This is working as designed. 

This is causing an issue that would like you to address:

Here is the breakdown:

1. This could be a big problem for us as we often do conference calls with clients and institutions.

2. For qualified accounts, the client is required to communicate with the institution to initiate the rollover.

3. We, as the client’s advisor, cannot do this on their behalf. Often, we will conference in the institution when we are on a call with the client, so the client can inform the institution they want to move their assets to a new account.

4. However, we are not able to go through the institution’s phone tree or talk to a representative because the dial pad disappears as soon as the institution is added to the call.

  1. We are left to tell the client they must call on their own which presents new issues because the client may be elderly or not tech savvy.
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Microsoft Teams
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  1. JimmyYang-MSFT 39,241 Reputation points Microsoft Vendor

    Hi @Stromseth, Kathy

    Thanks for your feedback and sorry to hear this problem still persist.

    To help you improve the experience in Microsoft Teams, we recommend give the feedback and vote for it in Teams UserVoice. Microsoft will always focus on customer’s feedback and experience. Some new features would be added to the services based on customers' feedback in the future, and your good ideas will be very helpful for them to improve the service.

    Your time, understanding and cooperation will be highly appreciated.

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

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