Forum Discussion
Microsoft Teams won't send dial pad inputs when navigating a phone tree during a conference call
jcjchavez(and a message to my future self when I get annoyed by this again)
So I realised that there are two dial pads. The one in the main Teams window doesn't send tones.
But if you can navigate to the call itself there is another dial pad at the top. This does send tones.
🙂
JULY 2023 UPDATE FROM MY FUTURE SELF:
They Keypad option in Teams sends tones on the call. To add another participant, click on People and then dial another number.
This is not the scenario of the issue.
if you are talking about a pure phone call, you can use dial pad to dialout, you have DTMF tone to navigate through the phone tree (IVR).
The not working scenario, when you have a ongoing meeting (conference) , you want to add a participant to the meeting. the the wanted participant behind a phone extension or needs get through IVR tree to reach him/her, the Teams cannot send out DTMF tone to navigate through IVR. that is an issue
If you are currently in a conference call and need to add a remote party into that call, (and you know the remote party can only be reached by DTMF tones, such as an extension that must be entered at a lead auto attendant) the Audio Conferencing service DOES NOT SUPPORT DTMF tones for any outbound call you initiate from it. The dial pad in the meeting window will allow you to smash DTMF numbers all day long, but the Audio Conferencing service does not pass on those tones to the remote party. Even if it did support DTMF tones, it would blast DTMF tones out to all participants on the conference call, which could result in issues for remote parties already connected.
The only workaround for this is to use "Merge Calls":
https://support.microsoft.com/en-us/office/merge-calls-in-teams-15fd64cf-1500-4143-b199-1bbda98fd695
Merging requires you to initiate a brand-new PSTN call to your remote party, issue required DTMF tones as necessary until the call is connected to the user, and then merge the call with the ongoing conference call.