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Teams Calling - Dial pad missing

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I miscounted, it’s been since last Thursday at noon, so I’m on day 9 now.

 

So @Christoph Schoch, you can apply Phone System license 2 weeks ahead of time, and you’ve noticed that works? You get the dialer / ability to place outbound calls within ~4 hours? Just make sure EnterpriseVoiceEnabled $true,  HostedVoicemailEnabled $true, OnPremLineURI is enabled on the user’s account in the tenant?

 

I’ll keep my eye out for the call forwarding issue - thanks for the heads up!

@phake It's not a guarantee - but we have started to add phone system license and to enable EV as soon as possible, usually 2 weeks ahead of migration date....in 90% of the cases this works out, 10% still fail...

 

 

@Christoph Schoch Ok, interesting. Looks like all our users are EnterpriseVoiceEnabled as we're Hybrid and it's grabbing that attribute from the Windows Server AD. It seems like you just enable the Phone System license 2 weeks prior to an engagement, then give it the weekend once you switch them to Teams Only and setup the extension in the SBC? 

@phake Hi, well we have many clients that are cloud only, so no AD connect in place. The license is not the point, it's the enabling of Enteprise Voice that takes ages.....the license is applied once you attach it to the user.

 

 

@Christoph Schoch Ya, honestly that doesn't make sense. All our hybrid users are EnterpriseVoiceEnabled $true and OnPremEnterpriseVoiceEnabled $true. It would only make sense if EnterpriseVoiceEnabled $true and OnPremEnterpriseVoiceEnabled $false parameters are set that take the 2 weeks - as that's what we're seeing now on the users we migrated to Skype Online then enabled for Direct Routing. 


I'm on day 11 now for my SIP address and still no dialer.

@phakeFollowing up on my experience … Early last week, I added a CALLING PLAN license to 5 IDs.  By Friday, these IDs did not have the dialing pad.  (I am in the cloud completely, do not use direct routing).  So, Friday morning I removed the Calling Plan license and the Phone Service license from the 5 IDs.  30 hours later, I added both of these licenses back.  Two hours later I assigned phone numbers to the IDs.  Somewhere in the night (between 10:00 PM and 6:15 AM, 6:15 being 18 hours after adding the phone numbers), the dialing pad showed.

 

By default, my IDs already have the Phone Service license assigned, a default when assigning the Office 365 E5 license to the ID.  Definitely, there appears to be an issue with backend syncing that takes a long time.  Is my system being thrown for a loop because the Phone Service is assigned yet there is no calling plan nor phone number assigned?  Just thinking out loud.

 

And in all cases, the EnterpriseVoiceEnabled value always changed correctly, when adding/removing the calling plan.  Of my IDs that have the Phone Service license but no calling plan, this parameter is set to $False.  

@Paul Beiler thanks for sharing your experience!

 

Similar to your 'somewhere in the night' my dialpad showed up, so on the 13th day for my particular SIP account I have success. Mild cheer!

 

Still not sure what the issue is, as we have other test accounts with their dialpad not appearing in the Teams client(s), and they're on day 5+ now. In my MS ticket, our engineer said it's because of this:  "isEvEnabled":null, (in the Teams logs we pulled). 


Yesterday the logs showed "isByotEnabled":true, which was interested that the dialer still didn't work, and "disableCallingForHybridVoice":true,. 

 

Our only working dialer SIP account had: "isEvEnabled":true, but "disableCallingForHybridVoice":true, - so maybe the "disableCallingForHybridVoice" doesn't matter.

 

Still trying to figure this out, as we have to do 300+ people in Q1 2020.

>Still trying to figure this out, as we have to do 300+ people in Q1 2020.

Microsoft is forcing my client to migrate this weekend so we've recently been migrating users across in batches of 15 each night to prevent an overload of questions. to the help desk. Something is going horribly wrong - recent users are in some kind of limbo whereby some have both Skype and Teams. We migrated the first 15 across five days ago and some of those have still no been prompted to install Teams.

On my own PC where I've been in Teams-only mode for months, SfB has suddenly started loading again on boot up and *doesn't* have the banner about "You're now using Teams" - it's been replaced with a banner that says "Try Teams". Instead SfB works but you have the problem of trying to message Teams users from SfB - the very reason why we turned off Islands mode months ago as well.

All in all a right mess that's generating a lot of work for the help desk - something we specifically tried to avoid by pilot and training sessions.

I hope they get it sorted before you have to move 300. I've only got 70 to contend with...

Not Microsoft's finest hour!

@Helios Comms Yep - looks like you're having your own struggles with this as well. Are you doing Direct Routing or Calling Plans? Sounds like the individual co-existence mode policies are messing up. Do you have a MS ticket open? What do they say?

Writing this, hopefully to help others.

 

I had the same issue as you guys. Using direct routing, if that matters. I setup the system about 5-6 days ago, and still no dialplad. 

 

Talked to MS support, who fixed ind a mater of seconds by "refreshment on the system" due to replication time. 

 

Issue description details: DialPad In teams Wasn’t showing After Activating PSTN.

Resolution :

Replication Time , And We Ran a refreshment on the system and it worked.  

 

If it helps, you can referer to Ticket ID: 15343328

@phakeindeed but I suspect our problems were related to a different problem. Microsoft certainly put our set-up into a different state in the couple of weeks leading up to the automatic switchover where the manual switch to Teams was delayed by days and Skype for Business started working again for existing Teams users - leading to all sorts of confusion.

 

Now the automatic switchover is over, whatever they have done has been resolved and everyone is now back to just been on Teams with messages going to the right place. Well so far...

 

Microsoft sent me a questionnaire on the automatic upgrade. They have had a very scathing response and very low scores back from me. Not their finest hour... 

@Robert-Centexdk  thanks, even it's stupid to have to open a ticket for this, but it helps! We did some AA this morning with virtual license and it worked without any issues in no time...so lucky day!

@Robert-Centexdk I seem to have having the exact same issue, where did you call the call for the ID 15343328? I'll try & do the same to see if I can get the dial-pad back!

 

Thanks.

Open a ticket in your O365 tenant under help, if you are with a CSP, take care that you open the ticket directly with Microsoft and not with the CSP, else you have 2 weeks wait cycle...you can contact MS by phone or by mail....

@sp-jmglade 

 

Yes, open a ticket via the O365 tennant/admin panel, and they will cal you up. Although my issue was that i never got the dialpad in the firstplace, on a new setup. Not sure if you are having the same issues, if your dialpad has disapeard.

Thanks :)

@Christoph Schoch 

 

Hello,

I had same problem in a recent deployment.

The problem was due to the OnlineVoiceRouting Policy which was not set for the user.

I thought that the using of Global Policy was possible and then leave empty the OnlineVoiceRoutingPolicy attribute for all users.
But it's not possible to use the global OnlineVoiceRoutingPolicy even if all PSTN are populatd in the Global Policy.

It's mandatory to assign a OnlineVoiceRoutingPolicy user type such as"TAG:AllDestinations....".

If not, the dial pad never appears also voice features such as Sim Ring to a Group. However incomming call through Direct Routing worked fine.

 

Hope it can help you.

 

Gérald

 

@Christoph Schoch 

 

Hello,

I had same problem in a recent deployment.

The problem was due to the OnlineVoiceRouting Policy which was not set for the user.

I thought that the using of Global Policy was possible and then leave empty the OnlineVoiceRoutingPolicy attribute for all users.
But it's not possible to use the global OnlineVoiceRoutingPolicy even if all PSTN are populatd in the Global Policy.

It's mandatory to assign a OnlineVoiceRoutingPolicy user type such as"TAG:AllDestinations....".

If not, the dial pad never appears also voice features such as Sim Ring to a Group. However incomming call through Direct Routing worked fine.

Hope it can help you

Gérald

Thanks @Gerald_Cheminant630 

 

It eventually seemed to 'just work', after approx 48 hours it then just populated the dial-pad with seemingly no changes being done on my side. Unless there was some sort of replication thing behind the scenes that kicked off; even MS couldn't explain it with the call I logged!

 

Joni.

@Gerald_Cheminant630 

I can confirm that we had the same problem - missing OnlineVoiceRoutingPolicy leading to no Dialpad.

A few hours after assigning the Policy, the Dialpad showed.

 

But note that I'm POSITIVE that we did assign a OnlineVoiceRoutingPolicy when activating the users - our script does that automagically.

Nevertheless when I double-checked, nobody had a RoutingPolicy assigned.

 

So, there may be some issue (timing?!) that may lead to users "loosing" their OnlineVoiceRoutingPolicy - better double check!

@VoosW Yep, same here. 

 

We had OnlineVoiceRoutingPolicy applied to a couple accounts, but then it got removed. Added it back, and the magic dialpad appeared. 

 

Thanks for sharing!

uninstall teams, update windows 10 to may 2019 update, then reinstall teams again.
you can even login with this user account to a machine that teams working in proper way to examine is it user account issue or machine\windows issue

@Chris Cooper  I'm facing the same issue when I started using the MS Teams. I were using the SfB and everything was ok. But when we migrate to Teams the dial pad is not appearing to me. As the best answer was that MS is working to fix a Global Correction. Do you know if they alreafy did it? Do you know how can I fix the issue?

Thanks

Hi @RafaRamos 

 

In our scenario the back-end fix Microsoft implemented fixed our issue. 

Have you have assigned the correct licences to the users account?

you need to have

Phone system 

Domestic calling

Communication credits

 

Failing that I would log another ticket with the Teams Support team.

I thought i would document my experiences with this so far as i have had the same problem.

We have S4B on prem and Teams running independently of each other (they don't know about each other). AAD Connect does the sync from onprem to o365.

When we cut 3 DDI's across for Direct Routing in Teams, almost everyone’s Dial Pad went missing. I haven't been able to determine why a handful of users are unaffected by this.

Problem seems to be related to AAD connect syncing MSRtc* attributes for S4B into o365. What i've done so far is to disable the syncing of anything MSRtc* and run a FULL sync (delta doesn't cut it) and this has removed the MSRtcSipDeploymentLocator = SRV: attribute from users. Still waiting to see if this solves the problems for the rest of the users.

However i can confirm these steps (below) fixed some accounts I was experimenting with.
1. In AD, Updated MSRtcSipDeploymentLocator to sipfed.online.lync.com for specific user
2. Run delta Sync and wait about 10 mins for AAD to process that.
3. Grant-CsTeamsUpgradePolicy -PolicyName UpgradeToTeams -Identity user@domain.com
4. Wait about 2 hours, have user signed out and back in again. You can check status with below
4a. To check upgrade status run: Get-CsMeetingMigrationStatus |?{$_.state -eq "pending"} | select userprincipalname | sort-object userprincipalname

Possible options are: Succeeded, Pending, and Failed

I also disabled and enabled enterprise voice for the user but i don't think this did much to help.

Hope this helps someone out. I have also had MS in the background running scripts ect to try resolve the issue.

 

**Update**

After waiting a couple of hours, I can now confirm the solution in my case was to remove the MSRtc attributes from syncing. After an hour or 2 when users sign out and back in again they have the dial pad.

 

To disable attribute syncing

1. On the AAD connect server open Sync Service Manager

2. On connectors tab, right click your onprem domain and select properties

3. Click "Select Attributes". If you're syncing MSRTC attributes you should seem them in the list. To see all click "Show all". Untick all of them.

4. run: Start-ADSyncSyncCycle -PolicyType Initial (this will run a full sync)

5. wait a couple of hours.

 

clipboard_image_0.png

Just to add to this thread in case somebody else happens upon it. We had a weird but related problem with Yealink CP960 conference phones. I upgraded a couple from Skype to Teams and upgraded the existing Teams installations. The dial-pad in a call disappeared the next day so people couldn't dial audio conference details. But by the time I got to look at it a few days later, the problem had fixed itself.

For anyone experiencing this issue I suggest check this session:

https://myignite.techcommunity.microsoft.com/sessions/83474

 

You should move forward up to 29:25. They explain some steps we can see in this thread but in more detail.

 

I can be wrong but I remember that they say that the dial pad can take up to 24 hours to appear but they are working to decrease this time to 2 hours.

 

 

@Dario Woitasen I believe that 24 hours time frame is sort of an estimated 'catch-all' to make sure that people give any configuration enough time before attempting to open a support ticket.  There are some changes which seem to take longer so they may be working on shortening whichever of those is those slowest.

 

I've created new accounts, testing both Direct Routing policies and Microsoft Calling Plans, and I've had the Dial Pad appear as soon as the user was able to sign into Teams (~15-30 minutes).

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