E5 license , cisco teams calling issues

Question

E5 license , cisco teams calling issues

Ji 0

I opened a meeting room from an account with an E5 license and attempted to make a call to a Cisco device, but it failed. However, the call worked successfully with an E3 license.

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2 answers

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Answer 1

Jess-Q 9,750 Microsoft External Staff Moderator

Hi @Ji

Regarding your issue, may I kindly ask a few questions to help understand it better:

Could you provide more details on how the call fails (e.g., specific error message on the Teams room screen)
At the same time, could you please ask your IT admin to compare the assigned policies of the working E3 account against the failing E5 room account and temporarily align them? If the admin applies the exact same policy from the E3 user to the E5 room account as a test, does the call then go through successfully?

Hope to hear back from you soon.

The initial response may not fully address your needs, but it will help me better understand your situation. Once I get the information, I will try my best to find the next steps.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Ji 0 Reputation points

2026-03-16T11:42:38.7133333+00:00
Thank you for your follow-up. Here are the details regarding the issue:

__Comparison between E3 and E5:__ Meetings organized with the E3 account are working perfectly without any issues. The problem is specific to the E5 room account.

__Specific Symptoms:__

There is no specific error message displayed on the screen.

Instead, when joining, a voice prompt says, "Notifying others that you are here."

The call suddenly disconnects while the voice prompt is still playing.

After the call drops, the display transitions to a screen with gray icons (the idle or disconnected state).
Jess-Q 9,750 Reputation points Microsoft External Staff Moderator

2026-03-17T12:05:00.21+00:00

Hi @Ji,

Thanks for sharing the error details. Have you had a chance to check with your IT admin to temporarily align the Teams E5 policy with the E3 policy for testing, to see if the issue still occurs?
Ji 0 Reputation points

2026-03-18T02:56:11.7+00:00

Which configuration values or policy settings should I prioritize for this troubleshooting?
Jess-Q 9,750 Reputation points Microsoft External Staff Moderator

2026-03-19T15:45:03.1266667+00:00
Hi @Ji,

Since the call works for the user with the E3 license but fails for the user with the E5 license, the next step would be to compare the Teams voice configuration applied to each user.

You can check whether both users are assigned the same Online Voice Routing Policy and confirm that the policy includes a route that matches the dialed number and points to the correct SBC. For more details, please refer to: Manage call routing policies for Direct Routing

In addition, please verify that both users are using the same PSTN connectivity path (for example, Direct Routing vs Microsoft Calling Plan). If the two users are routed through different paths, this can result in different call behavior even within the same tenant. For more details, please refer to: PSTN connectivity options

Also, please try testing with another user with E5 user to see if the issue persists there.

If the issue still persists, it may require a tenant‑level review. In that case, please ask your Global Administrator to submit a support request through the Microsoft 365 admin center, as this isn’t something that can be checked from the community side.

A technical support engineer can perform a remote session to investigate the situation, verify the backend configurations, and run any necessary synchronization tools to resolve the problem. If the issue requires further attention, they can escalate it to a specialized team for deeper analysis.

Here’s what your Microsoft 365 Global Admin (IT Admin) should do next:

Submit a Service Request: The Global Admin should create a service request with Microsoft support to get advanced technical assistance and diagnostics. For detailed instructions on how to get support, please refer to: Get support for Microsoft 365 for business

Find Your Microsoft 365 Admin: If you’re unsure who the Global Admin is within your organization, you can find guidance on locating them here: How do I find my Microsoft 365 admin?

If your subscription is managed through a Microsoft partner or reseller, they can also assist with opening a support request and liaising with Microsoft on your behalf.

Note: If you’re an end-user, please coordinate with your Office 365 Global Administrator to handle these steps. 

Also, before contacting Microsoft support please be prepare to collect support files for Teams first.

I apologize for redirecting you the related team support, as the moderators in this community don’t have access to the detailed system needed to troubleshoot this effectively due to privacy and security constraints. But Microsoft’s support team has elevated permissions and access to backend systems that we, as community moderators, do not. This ensures your issue is handled with the right tools and expertise and helps you get a faster resolution.

Hopefully they will be able to help with your issue effectively.
Jess-Q 9,750 Reputation points Microsoft External Staff Moderator

2026-03-20T15:23:33.2233333+00:00

Hi @Ji,

I hope you're doing well. I wanted to follow up and check if you've had a chance to review the replies provided regarding the issue we discussed. Any updates or insights you could share would be greatly appreciated.
Ji 0 Reputation points

2026-03-23T00:59:37.6466667+00:00

Hi @Jess-Q ,
Thank you for your help, and I apologize for the delayed response as I was checking several items.

While reviewing the points you mentioned, I found during testing that the meeting room created with the E5 account is now accessible from the Cisco device as well. I’m not exactly sure what caused this change, so I’ll continue to monitor the situation. If the same issue occurs again, I will try the methods you suggested.

Thank you again.
Jess-Q 9,750 Reputation points Microsoft External Staff Moderator

2026-03-24T16:05:39.95+00:00

Hi @Ji,

Thanks for the update. It’s good to hear that the meeting room is now accessible from the Cisco device. Since the change occurred without a clear cause, monitoring the behavior is a reasonable next step. If the behavior changes again in the future, you can refer back to the suggestions I shared earlier.

Answer 2

The behavior difference between the E3 and E5 accounts is almost certainly due to licensing and/or voice configuration on the E5-based room account, not the fact that it is E5 itself.

From the provided information:

Teams calling to external devices (such as Cisco endpoints via PSTN or a SIP trunk/Direct Routing/CVI) requires:
- A Teams Phone–enabled user (Phone System entitlement) and
- A working PSTN or SIP/CVI connectivity configuration for that user.
If some users can make calls and others cannot, the common cause is missing or incorrect voice licensing and policies on the affected account, even when the base Microsoft 365 license (E3 vs E5) looks correct.

For the E5 meeting-room account that cannot call the Cisco device, verify the following against a working E3 user:

Check that the account has the correct Teams Phone licensing
- Ensure the room account has the Teams Phone entitlement (for example, Phone System or “Teams Phone with Calling Plan” or equivalent) assigned, not just the base E5 license.
- If using Microsoft Calling Plans, confirm a Calling Plan license is assigned to that room account.
- If using Direct Routing or Operator Connect, confirm the room account is configured like other working users.
Validate Enterprise Voice and voice settings
- In Teams PowerShell, compare the E5 room account with the working E3 user using Get-CsOnlineUser and check at least:
  - EnterpriseVoiceEnabled
  - HostedVoiceMail
  - OnPremLineURI
- These must be set correctly for the room account, as described in the Direct Routing enablement guidance. If EnterpriseVoiceEnabled is False or OnPremLineURI is missing/incorrect, outbound calls can fail.
Confirm Online Voice Routing Policy (if using Direct Routing)
- If Direct Routing is used, ensure the room account has an Online Voice Routing Policy (OVRP) that:
  - Contains a pattern that matches the Cisco device’s number.
  - Uses a usage profile and gateway that are enabled and valid.
- If the OVRP has invalid or hidden characters (for example, copied from Word), remove and recreate it in a plain-text editor.
Compare PSTN connectivity path
- If the E3 user reaches the Cisco device via PSTN or a SIP trunk, ensure the E5 room account is routed through the same path (same SBC, same routing policy, same dial plan behavior).
Test with another E5 user
- If another E5-licensed user (non-room) can call the Cisco device successfully, the issue is specific to the room account’s voice configuration, not to E5 licensing in general.

In summary, the E5 room account likely lacks proper Teams Phone/Enterprise Voice enablement or a correct voice routing policy, whereas the E3 user is fully configured. Align the room account’s Teams Phone licensing and voice configuration with the working E3 user to resolve the calling issue.

References:

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