No inbound calls

IniobongNkanga-8038 681 Reputation points
2024-10-10T17:47:52.84+00:00

Hello,

Please i need your help on this issue.

Inbound to our ported numbers is also not working.  So it’s more than direct routing issue.

No inbound calls.  Getting wireless customer could not be reached or busy. 

Direct routing with SBC is used.  Teams is saying 502 bad gateway.

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  1. Robin Sheng-MSFT 3,775 Reputation points Microsoft Vendor
    2024-10-11T01:50:18.9+00:00

    Hi @IniobongNkanga-8038

    Based on your description, I understand that you’re dealing with a complex issue involving inbound calls and direct routing with SBC in Microsoft Teams.

    Troubleshooting Steps:

    1. Have you checked to ensure that your Session Border Controller (SBC) is correctly configured and compatible with Microsoft Teams? Verify that the SIP Gateway provisioning server’s URL begins with “HTTP” and not "HTTPS".
    2. Confirm that your network and firewall settings allow traffic to and from the SBC. Ensure that the necessary ports are open and not being blocked by any security policies.
    3. Contact your SIP trunk provider to ensure there are no issues on their end. Sometimes, the problem might be with the provider’s network or configuration.
    4. Check the Teams Admin Center for any alerts or issues related to direct routing. Ensure that all settings and policies are correctly applied.
    5. This error typically indicates a problem with the server communication. Restart the SBC and check for any updates or patches that might resolve the issue.
    6. Collect logs from the SBC and Microsoft Teams to identify any specific errors or issues. These logs can provide valuable insights into what might be causing the problem.

    References:

    Common issues when using SIP devices with Teams - Microsoft Teams | Microsoft Learn.

    Issues with call transfers - Microsoft Teams | Microsoft Learn

    If the issue persists, consider opening a support ticket with Microsoft. Provide them with all relevant details, including logs and configuration settings, to help them diagnose and resolve the issue. Please open a ticket at the higher-level support team: Go to Office 365 Admin Center (Admin permission is needed) > Support > New Service Request. The support engineers there have the correct escalation channel, and this is the most efficient way to report such issue. You can refer to Get support - Microsoft 365 admin | Microsoft Learn. The engineers in related team have higher permission and resources than here, they can report bugs to the product team as well.


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