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Keith_Andrews's avatar
Keith_Andrews
Copper Contributor
Jul 10, 2025

Teams Phone - "You're not setup to use this feature"

We are testing out Teams Phone for our org. I keep getting the same message when trying to dial an outbound call with a Poly CCX400 device.

Here's what I've done so far:

  • Acquired number from MS, and assigned it to "Main Line" resource account as voice app
  • Configured our "Main Line" resource account with a calling plan and resource license
  • Assigned Main Line to "Auto Attendant" resource account
  • Created an Entra group called "Teams Phone Users" and added users with Teams Phone license
  • Assigned Entra group to an outbound call queue that has the "Calling ID" set to the Main Line
  • Configured custom policies for Calling, Caller ID, and Shared Calling, and assigned to Entra group
  • Enabled setting "SIP devices can be used for calls" under the custom Calling policy
  • Made sure Poly phone profile was setup as "Teams" and not "Generic" or "USB optimized"
  • Signed into Poly phone using "Front Desk" user with Teams Phone with Domestic Calling license
  • Enabled "Enterprise Voice" for Front Desk account
  • Verified shared number was showing under the Front Desk account

I have still not been able to make an outbound call with the Front Desk account on the Poly phone using that shared primary number. Does it take some time for the settings to update throughout Teams? If I look at the Activity Log, I can see that my "Shared outbound calls" policy is still "Rolling out to users." Thanks in advance for anyone who reviews this and tries to help!

microsoft teams
Phone
Settings
User Interface

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  • Matt-Apps4Rent's avatar
    Matt-Apps4Rent
    Iron Contributor
    Jul 12, 2025

    You're doing all the right steps, it looks like you're very close!

    Yes, policy changes like Shared Calling, Caller ID, and custom Calling policies can take up to 24–72 hours to fully propagate across Microsoft Teams and associated devices, especially on SIP phones like the Poly CCX400.

    Here are a few quick suggestions while waiting:

    1. Confirm policy assignment: Use PowerShell to check if the CallingLineIdentity, VoiceRoutingPolicy, and TeamsCallingPolicy are correctly applied to the Front Desk account (Get-CsOnlineUser -Identity email address removed for privacy reasons).
    2. Restart the Poly CCX400: After policy updates, reboot the device to force Teams to fetch the latest settings.
    3. Check outbound PSTN usage record: Ensure the calling policy or voice routing isn’t missing a PSTN usage record needed for outbound calls.
    4. Test from Teams desktop: Try making the outbound call from the Teams desktop app signed in as the same Front Desk user. If that works, the issue might be device-specific.
    5. Shared Calling rollout: If Activity Log shows "Rolling out to users," it’s best to give it more time Microsoft’s rollout isn’t instant, especially with resource accounts and shared numbers.
    • Keith_Andrews's avatar
      Keith_Andrews
      Copper Contributor
      Jul 12, 2025

      Thanks for taking the time to respond.  I may have discovered the issue, although I have yet to test.  It appears that in order to use Shared Calling with a single primary number assigned to one Resource Account, you need to choose a "Pay-As-You-Go" license for that account.  I was using a Calling Plan license, which may have been the reason the outbound calls were failing.  I'm now working with MS to buy some communication credits, but that has revealed a new issue with our account.  Hopefully once I'm able to get some credits, I will be able to test this theory of using a PAYG license.

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