Forum Discussion
Extension dialling on Teams Phone doesn't work on Auto Attendant and won't transfer to the user
We are looking to switch to Teams Phone but we need to maintain our 4 digit extensions for the time being. I'm having a weird issue though where I can never get it to transfer to any user from the auto attendant.
I have tried using Direct Routing, Operator Connect providers, and even Microsoft Calling Plan. I use PowerShell and add the extension as shown here https://learn.microsoft.com/en-us/microsoftteams/dial-voice-reference#dial-by-extension where if the user's number is 4161231234 and extension is 2155 it shows +14161231234;ext=2155 in AzureAD.
What happens though is the auto attendant will say to dial the extension, and it's configured to dial by extension as well, then the user dials 2155 for example, but it will instead go silent for 5 seconds then she goes "If you have finished, press the pound key." You press # and she says "Sorry, I could not find a similar extension or menu option." I can enter any 4 digit extension and it says the same thing, as in it doesn't seem to even be checking or trying.
If I change the auto attendant to dial by name, I can speak a name and she transfers the call every time. It's just when dialling by extension that never works.
Is there anything else that I could be missing?
- I figured this out in case anyone else has this issue. +14083030000;ext=0000 is not the correct format for me at least the Microsoft documentation says put the number ;ext= extension but the correct format to make it work for us was:
+14083030000x0000
I had been trying for weeks using the ;ext= format and it never works. As soon as I used x instead, it immediately worked for all users. I could even set it in AzureAD without using Power Shell.
I'm using Calling Plan and Operator Connect on 2 different tenants and using the format about with x was the only way for us to get either tenant to work.
12 Replies
- Hi,
Do you have a on-premises Active Directory? Please run the following commands for the user in your tenant and check
Set-ADUser -UserPrincipalName email address removed for privacy reasons -TelePhonenumber "+14083030000;ext=0000"
With Regards,
Satish UIf using on-prem AD and this syncs to AD Connect, where do I store the phone number with the extension? I see one reply that they added this to the M365 Admin Center. Do I need to add this to the on-prem AD as well?
thanks!!
- To keep it uniform, Make the change within user account's properties from on-premise active directory and it will eventually sync to M365/Intra. Once the change is replicated, run the teams cmdlet to assign the same extension number within teams PowerShell module. Example (Set-CsPhoneNumberAssignment -Identity email address removed for privacy reasons -PhoneNumber "+14255551000;ext=1234" -PhoneNumberType DirectRouting). Note: By running this cmdlet, this feature will still work only from within auto attendants.
- I just have AzureAD nothing is on premise. If I try your command it says Set-AdUser is not recognized. The one I was using was:
Set-CsUser -Identity "email address removed for privacy reasons" -OnPremLineURI tel:"+1xxxx600130;ext=2199"
When using Direct Routing I would issue this one:
Set-CsPhoneNumberAssignment -Identity email address removed for privacy reasons -PhoneNumber "+1xxxx129586;ext=2122" -PhoneNumberType DirectRouting
In AzureAD it shows the extension, I've just never once been able to get an auto attendant to dial it.- I figured this out in case anyone else has this issue. +14083030000;ext=0000 is not the correct format for me at least the Microsoft documentation says put the number ;ext= extension but the correct format to make it work for us was:
+14083030000x0000
I had been trying for weeks using the ;ext= format and it never works. As soon as I used x instead, it immediately worked for all users. I could even set it in AzureAD without using Power Shell.
I'm using Calling Plan and Operator Connect on 2 different tenants and using the format about with x was the only way for us to get either tenant to work.
