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November 09, 2021, 08:00 AM - 12:00 PM (PST)
SOLVED

Business voice calling - calls not connected

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New Contributor

We got Teams voice calling for Business. Setup was fine, but upon dialiing a number, the call drops after 2 rings. The actual phone doesn't even ring. Error message on screen - "Sorry, we couldn't connect you, Try again later." Calling from India to USA and India. What could the problem be?

4 Replies
best response confirmed by NamrathaNagaraj (New Contributor)
Solution
There could be a number of issues, but the first would be if you have the calling plan to allow international dialing. Did you purchase calling plans as well? Or just Teams Phone System?

Make the call again from the Teams client, after you have received the error, hit ctrl+alt+shift+1 on the keyboard to generate log files. The will be downloaded into your Downloads folder. Open the "MSTeams Diagnostics Log <date>.txt" and search for the number you called. You might find some reasons in there, such as permission denied.
Thanks so much @jangliss !
The error logs helped me figure out the root cause :)
For the help of others in the future, in case they stumble across a similar problem and find your post, what was the root cause?
Well, it turned out to be that a phone number was not yet assigned. Discovered that from the logs, since my organization heads who purchase and set up this function are usually in multiple other meetings they can't be reached and asked what all steps they completed. Also we assumed a number was assigned since we would hear 2 rings.
Seeing the log files, we figured out very easily the issue.