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Claus-Ole Olsen
Contributor

I try to setup Teams Direct Routing with an AudioCodes SBC, and inbound calls are working, but for some reason the Call button in the Teams client isn't visibleTeams.PNG

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Anyone seen this before?

 

52 Replies
Only two things I can think of off top of my head is check and make sure that user has Phone System license activated, and also check you you have a voice routing policy for the outbound calls. I never set this up and probably may not have on here either, but just looking at the documentation that's only thing that really stands out. Usually call button doens't show until you assign a number to your user in Skype for Business admin/Teams admin center, so it's possible this is still a step after enabling the phone system license you might still need to assign the number (hopefully your number block is available to use there?).

This is my current settings

 

 

PS D:\> Get-CsOnlinePSTNGateway


Identity              : sbc01.domain.com
Fqdn                  : sbc01.domain.com
SipSignallingPort     : 5061
CodecPriority         : PCMA,PCMU,SILKWB,SILKNB
ExcludedCodecs        :
FailoverTimeSeconds   : 10
ForwardCallHistory    : True
ForwardPai            : False
SendSipOptions        : True
MaxConcurrentSessions : 30
Enabled               : True
MediaBypass           : False

 

PS D:\> Get-CsOnlineVoiceRoutingPolicy


Identity         : Global
OnlinePstnUsages : {}
Description      :
RouteType        :

Identity         : Tag:Unrestricted
OnlinePstnUsages : {Unrestricted}
Description      :
RouteType        : BYOT

 

PS D:\> Get-CsOnlinePstnUsage


Identity : Global
Usage    : {Unrestricted}

 

PS D:\> Get-CsOnlineVoiceRoute


Identity              : Unrestricted
Priority              : 0
Description           :
NumberPattern         : .*
OnlinePstnUsages      : {Unrestricted}
OnlinePstnGatewayList : {sbc01.domain.com}
Name                  : Unrestricted

 

PS D:\>
PS D:\> (Get-MsolUser -UserPrincipalName teamstest@domain.onmicrosoft.com).Licenses.ServiceStatus

ServicePlan           ProvisioningStatus
-----------           ------------------
BPOS_S_TODO_3         Success
FORMS_PLAN_E5         Success
STREAM_O365_E5        Success
THREAT_INTELLIGENCE   Success
Deskless              Success
FLOW_O365_P3          Success
POWERAPPS_O365_P3     Success
TEAMS1                Success
ADALLOM_S_O365        PendingInput
EQUIVIO_ANALYTICS     Success
LOCKBOX_ENTERPRISE    Success
EXCHANGE_ANALYTICS    Success
SWAY                  Success
ATP_ENTERPRISE        PendingProvisioning
MCOEV                 Success
MCOMEETADV            Success
BI_AZURE_P2           Success
INTUNE_O365           PendingActivation
PROJECTWORKMANAGEMENT Success
RMS_S_ENTERPRISE      Success
YAMMER_ENTERPRISE     Success
OFFICESUBSCRIPTION    Success
MCOSTANDARD           Success
EXCHANGE_S_ENTERPRISE Success
SHAREPOINTENTERPRISE  Success
SHAREPOINTWAC         Success


PS D:\> Get-CsOnlineUser -id teamstest@domain.onmicrosoft.com | fl UserPrincipalName, EnterpriseVoiceEnabled, OnPremLineURI, DialPlan, VoicePolicy, HostedVoiceMail, OnlineVoiceRoutingPolicy, TeamsCallingPolicy, TeamsInteropPolicy

 

UserPrincipalName        : teamstest@domain.onmicrosoft.com
EnterpriseVoiceEnabled   : True
OnPremLineURI            : tel:+45xxxxxx80
DialPlan                 : DK
VoicePolicy              : HybridVoice
HostedVoiceMail          : True
OnlineVoiceRoutingPolicy : Unrestricted
TeamsCallingPolicy       : AllowCalling
TeamsInteropPolicy       : DisallowOverrideCallingTeamsChatTeams

 

PS D:\>

 

 

It was replication, the Call button was visible after 24 hours

Solution

Microsoft says replication should take max 15 minutes but some customers reports, as you experienced, up to 24 hours.

 

But there is a neat trick to find out why the call button is not appearing.

 

From my blog:

If you have enabled a user for Teams and the call button does not appear you can check the log file why it is not appearing.

After the teams client is started press CTRL+ALT+SHIFT+1.
A small dialog appears at the bottom-right.
Click on this and the download folder opens.

Open the file named "MSTeams Diagnostics Log" + datetime.

Search for "UserAppsStore"

 

You will get something like this:


2018-06-18T11:29:39.132ZInf UserAppsStore: Finished adding/filtering static apps
2018-06-18T11:29:39.132Z Inf UserAppsStore: Attempting to add calling with the following flags: {"isCallingEnabledByTenant":true,"isSfbCloud":true,"isEvEnabled":null,"disableCallingForHybridVoice":true,"pstnType":"OnPrem","isBusinessVoicePath":false,"isByotEnabled":false,"isOneToOneCallingEnabled":true,"isCallingSupportedEnvironment":true,"result":"removed"}
2018-06-18T11:29:39.132Z Inf UserAppsStore: Calling app removed

 

In this case the the client reports that the user is not EVEnabled and it also doesn't see the OnlineVoiceRoutingPolicy being assigned.

 

Check your configuration or wait for replication to take place if you recently activated the user.

Hi,

I have the same issue for one of our users. No Call-Button in the TeamsWebApp and also in the TeamsClientApp. The user is licensed with an E3 plan. All other User's with this plan have the CallButton in the Teams-WebApp and also the Client-App. I've checked the User's SFB-Attributes with PowerShell and there are no diffrences to other users where the CallButton is enabled.

I've already tried to relicense and resync the user.

 

Does anyone have an idea?

 

 

 

This is what i got out of the MSTeams Diagnostics Log

 

 UserAppsStore: Attempting to add calling with the following flags: {"isCallingEnabledByTenant":true,"isSfbCloud":true,"isEvEnabled":null,"disableCallingForHybridVoice":true,"pstnType":"OnPrem","isBusinessVoicePath":false,"isByotEnabled":false,"isOneToOneCallingEnabled":true,"isCallingSupportedEnvironment":true,"enableVoipCallTab":false,"result":"removed"}
2018-11-17T12:22:04.738Z Inf UserAppsStore: Calling app removed, flags: {"isCallingEnabledByTenant":true,"isSfbCloud":true,"isEvEnabled":null,"disableCallingForHybridVoice":true,"pstnType":"OnPrem","isBusinessVoicePath":false,"isByotEnabled":false,"isOneToOneCallingEnabled":true,"isCallingSupportedEnvironment":true,"enableVoipCallTab":false,"result":"removed"}

From what I see the issue that the client does not see ByoT enabled:

From the log "isByotEnabled":false"

I've seen this a couple of times (most often i hybrid solutions) and sometimes it helps just running the powershell commands for adding enterprise voice and calling policies to the user again.

 

You might also try to disable enterprise voice for the user, wait 15 minutes then enabling it again and wait for 15 mins.

 

This is from my client when calling button is Enabled:

 

2018-11-30T09:26:15.857Z Inf UserAppsStore: Attempting to add calling with the following flags: {"isCallingEnabledByTenant":true,"isSfbCloud":true,"isEvEnabled":true,"disableCallingForHybridVoice":true,"pstnType":"OnPrem","isBusinessVoicePath":false,"isByotEnabled":true,"isOneToOneCallingEnabled":true,"isCallingSupportedEnvironment":true,"enableVoipCallTab":false,"result":"added"}
2018-11-30T09:26:15.857Z Inf UserAppsStore: Calling app added, flags:

 

 

Thank you very much for your response. We have an ADFS-Environment with AD Synchronization.  I'll try your approach and give you a Feedback.

We had the same problem when we started with Teams calling, we were activated in the TAP program for Direct Routing and got help from them there. Our problem was that after activating some users in Teams we didn't see the Calls button even after waiting a during a weekend, after sending log files to Microsoft they noticed the "isByotEnabled":false" and asked us to set AllowCalling again but that didn't help and after a couple of days they found "Replication issues" for our accounts, unfortunately they were never able to explain this more but Microsoft supported fixed it.

Not sure if it's relevant to this post but in order for us to resolve S4B & Teams call feature issues for our clients, we worked extensively with MS for over a year to build a MS-certified Connector that addresses issues and missing legacy PBX features that businesses still need and MS does not see the need to develop. Legacy features such as analog, faxing, ACD Agent log-in/out, true enterprise extension dialing, external paging, etc. are still being used by many businesses.  

 

I also have a question and would like to know what challenges (if any) have anyone faced when attempting to utilize MS Teams as a full-functioning legacy PBX phone system or UCaaS replacement?  Why aren't more companies using MS Teams as a phone system since it is free and included in the E5/M5 license pack?  The alternative Cap-Ex cost of a premises-based IP phone system is at least $300-$500/user (100 user company: $30k-$50K just for the phone system alone) plus Telco lines and phone service costs.  With Teams Calling, if you have E5, phone system is included and you just need a MS or 3rd party calling plan for $10-$24/user.  Why isn't this being adopted more?

Hi,

I can confirm that I've heard the same story from other customers.

The feedback from Microsoft Support is that the error occured due to "replication issues" .

Not much to go on but the only way to fix it seems to be a ticked with Microsoft support.

So it would seem that replication is a bit buggish yet.

I remembered after reading a tweet when I had this problem and the sync problem we were still able to receive calls, even if we didn't see the Calls button. So that is something you can try, dial your number and see if the call arrives.

We've had some other reports from customers that they first removed "skype for business online plan 2" from the users whithout call button then waited for next sync and this made the call button appear.

 

@Kjetil LindløkkenSorry for delayed Feedback. In our case it seems that it wasn't a technical issue but a rollout plan from Microsoft itself. Suddenly all Call Buttons of every user disappeared and some month later the users got their button back one after the other. It looks like that there are some Microsoft technicians working in the Background.

@Christopher Gorny For non-Phone System users the Calls app being activated again (Microsoft activated it, deactivated it and now activated again), the issue here was from the start that a user with Phone System didn't have the Calls App.

@Deleted Is it possible to have Dialpad in teams enable even if the user doesn't use a calling plan from microsoft?

The phone system license is required then I think communication credit license is an option but I’m not 100%. Outside of that you must have a calling plan.
I see so 2 options Phone system and calling Plan correct to have the dial pad?
Have to have both yes. One enables calling use the other is calling outbound both required with assigning number etc. after you license and keypad will become active.

@Chris Webb Hi there

 

They have applied phone system and audio conferencing to my profile 45 hours ago and still the call button and dial pad is still not present. Im using teams for Mac. 

 

Please could you assist?

That is not enough. You need Phone System and Calling plan (International or domestic) not audio conferencing, then someone has to assign you a number via skype for business admin center. You might be able to do that in Teams admin now, not 100% sure, but you def. need a number assigned. Until that happens you wont' get a dial pad.

@Chris Webb Thanks for your response - I received an email from microsoft containing a conference phone number and audio conferencing pin.

 

Is it perhaps a replication issue to my profile - can there be a delay with that?

No. That conference number and pin are for audio conferencing. Not calling. That’s for the ability for people to dial your number to join via pstn phone call into your meetings. You can dial out people to join your meeting as well. But to get calling with dial pad you need a phone system and calling plan license. Then the number configure per last message.
Is there anyway i can check as a user if a phone system and calling plan has been added to my profile?
Not to my knowledge.

Thank You for your help - seems i need to escalate to my admin@Chris Webb 

If the user Phone system is from Microsoft then they use direct routing using their third party PBX will dial pad in teams shows to the users ?@Chris Webb 

If configured correctly it should since that is a scenario supported by Teams. Only phone system license is required. If you need to escalate calls from 1:1 you’ll also need audio conferencing. See this https://docs.microsoft.com/en-us/microsoftteams/direct-routing-plan#licensing-and-other-requirements

It was configured correctly but its been a while teams dial pad is not showing @Chris Webb 

Same here in our hybrid environment, missing dial pad in the Teams Client.

Using E5 licenses and Direct Routing, 2 out of 4 users not receiving dial pad in Teams.
EV enabled, all setting configured correctly, all usere receiving calls, but still missing the dial pad in Teams.
The first user I EV enabled got a dial pad after a few hours, user number 2 has not yet received a dial pad (on day 7), user 3 got dial pad after 4 days.

From teams logfiles:
VoiceSettingsService: isSipEnabled=true, isSfbCloud=true, isEvEnabled=undefined, isTeamsPreferredClient=undefined

To be honest, Microsoft supports sucks. They are very helpful at the beginning of the troubleshooting, but when the problem escalates further it quickly becomes silent.

I've tried disabling and enabling EV several times for my user now without luck.

I am a little worried about migrating 250 users to Teams if it is so difficult to get help from the Microsoft support team. The users here cannot live with the lack of ability to make calls to customers.
Suffering from same issue right now. I’ll let you know if I figure it out.

@Chris Webb 

 

The only thing I can think of is if you don’t have:

 

  • Phone system license assigned
  • Phone number assigned
  • EnterpriseVoiceIsEnabled  set to true for the user  
  • OnlineVoiceRoutingPolicy has been granted to the user

 

This is the command that does the ent voice as stated in the docs:

 

Set-CsUser -Identity "user@domain.com" -EnterpriseVoiceEnabled $true -HostedVoiceMail $true -OnPremLineURI tel:+123456789

Nope, nope and nope...
All configuration is correct.

It took approx. 7 days and x number of emails to Microsoft before I got this response from Microsoft support and dial pad became active in Teams.

From M$:
The setting spend time to sync up. Now we have synced the setting for user blablabla@blabla.com, please kindly help to check the feature after 1 hour.

@Ole-Petter Cubas I've tried everything including setting those settings. This is similar to the issue I had with my account and not being able to schedule Teams meetings from Outlook Mobile. Something with the legacy interop policies prevented it and they had to do some kind of sync to fix it finally. 

 

But now I can't add phone system so Guessing I need another "Sync".... I did notice I still have a InteropPolicy: 4 on my get-csonlineuser command for my account, which no one else has, so I still think it's related to that. 

For all users I've EV enabled the TeamsInteropPolicy is blank.
Latest msg. from Microsoft is that they are still checking data of enterprise voice users.
Can't Say I'm Very Impressed.
I have to say I'm a little bit worried about migrating users to Teams calls based on my experience.

@Ole-Petter Cubas Any luck? Still waiting on my ticket. 

Still waiting here as well, MS must have a serious problem with the policy.
I enabled one new user yesterday and after 24h he's still missing dial pad.
Microsoft support looking into this case now. Guess MS Support must run an new sync before the user will receive the dial pad.

24 hour synchronization does not work for us. We have experienced everything from 24 - 168 hours before the user has received the dial pad, absolutely ridiculous.

Will keep you updated.

@Chris Webb I am running into this with multiple clients at present, with the dial pad provisioning taking as long as 30 hours - and counting...for smaller customers this seems to be workable with the involvement of PSS, but I'm looking at rollout schedules with thousands of users being enabled at a time, and wondering how the heck we're going to manage it.

 

Not good.


I got this reply from the MS support today;

I understand those users took several days more than 24 hours for effective. I understand that we cannot wait more than 24 hours for users to get dial pad when migrating to teams call.

After checking with product engineering, there is a sync issue on policy effective. PG are aware of the issue and are still working on it. Sorry for any inconvenience caused. Meanwhile, I am checking the ETA for the issue.
If your migration project is approaching, please be assured that we are always here to support you. Please feel free to contact our support anytime and we will help to check and monitor the synchronization status, even run force sync for users to make policy to take effect directly.

@Ole-Petter Cubas 

 

The way we have worked around this is making sure we apply the "Phone System" licence at least a couple of days in advance of any migrations as some times we have the same issue.

 

Clearing our the cache can help also - Teams does this every 24 hours but can be useful to do it yourself.

 

1) Quit Microsoft Teams
2) Delete or rename the following directory/folder: %AppData%\Microsoft\Teams\IndexedDB
3) Start Microsoft Teams.

The folder you renamed or deleted will be recreated and a fresh cache will be downloaded from the service.

 

Thanks for the good advice, they do not work on our problem.
We have E5 license(Phone System included) and we have deleted the %appdata%\Microsoft\Teams and the %localappdata%\Microsoft\Teams folder several times without the dial pad showing up.
Just an E5 with phone system is not enough to get a dial pad. You still need a dial plan license as well.

@Chris Webb 

The op is using direct routing so wont need a dial plan. e5 comes with phone systsem already... so should have everything required in terms of licencing.

 

Have you assigned the number to the user via power shell?
PS > Set-CsUser -Identity "DummyUser@domain.com" -OnPremLineURI tel:+44xxxxxxx -EnterpriseVoiceEnabled $true -HostedVoiceMail $true

True! assuming they are using direct routing. That wasn’t the OP :smirking_face:.

@Eric Starker "I also have a question and would like to know what challenges (if any) have anyone faced when attempting to utilize MS Teams as a full-functioning legacy PBX phone system or UCaaS replacement?  Why aren't more companies using MS Teams as a phone system since it is free and included in the E5/M5 license pack?  The alternative Cap-Ex cost of a premises-based IP phone system is at least $300-$500/user (100 user company: $30k-$50K just for the phone system alone) plus Telco lines and phone service costs.  With Teams Calling, if you have E5, phone system is included and you just need a MS or 3rd party calling plan for $10-$24/user.  Why isn't this being adopted more?"

 

they already have working phone systems. if they trade in for teams they don't get their $300-$500/user back, so Teams is only competing when phone systems have to be replaced.  At that point, they fail against competition that sells on reliability (avaya/cisco/etc...) and they fail against competition that sells on cost (3cx/asterisk/etc...)

 

Also I have users who have byot set to false in their teams log but have a valid onlinevoiceroutingpolicy value that contains usages that contain SBCs and MS have provided no method of resolving this issue because they never considered that people would find themselves in that configuration and potential customers go online and come across threads like this and say "nope, not running my business on something a bunch of college interns hacked together" so there's that.

@Rob Geach If you have questions about the Microsoft Tech Community, I'm happy to help, but I'm not a Microsoft Teams expert. Hopefully, someone else on this thread can help! 

@Rob Geach Hi Rob,

 

Until recently, you could only use the Microsoft PSTN service (Dial Plans) which in quite expensive and only available in about 7 countries (i can't remember the exact number off the top of my head)... so to start, this hampered adoption... at least for us.

Since Microsoft has released Direct Routing capabilities; this has really opened some doors in locations where MS PSTN service wasn't available.... and only certain SBC's are currently certified so is hampering adoption with some telcos... it's not true BYOT yet.

Additionally, the workflow from using Teams is very different to a traditionally IP PBX's and Teams doesn’t yet have all the functionality of even open source projects like Asterisk, FreeSwitch etc (extension dialling, multiple numbers [without call queues])... but it is getting there. They are still working out some of the licencing too. You can do cool stuff like LCR but need to be comfortable with PS.

 

Saying all this - we have three offices; London, Boston & Hong Kong and we have just about completed moving all three offices to Teams to PSTN replacing our PBX's (Two office migrated already).

 

Hopefully this reply is of a bit of use to you.

@Tarran Walker 
a bit off topic, which telecom provider will you use in Hong Kong for direct routing?

@Ole-Petter Cubas We've used HKBN. We didnt use the offer below but this is how i found out about then doing Direct Route.
https://reg.hkbn.net/WwwCMS/upload/web/en/Engagement-news-201902-Microsoft-M365-web.html

 

My experience with PCCW in Hong Kong has always been terrible and would advise against using them even if they did Direct Routing.

 

I can PM you some contact details if useful?

 

This may be obvious to some, but we have found that in many cases the dial pad doesn't show until the user logs out and signs back into Teams.  We have some scenarios where users who didn't see the dial pad had left their desktop edition running on virtual or laptops with sleep mode.   If anyone was seeing extended periods where dial pad was not showing - perhaps a simple log out and log-in would be enough to fix.  

 

In our case - we are not sure if assigning the number in Direct Routing model, or assigning the routing policy was the thing that triggered the dial pad.

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