Error while joining a meeting with Phone Audio + Dial in manually doesn't work

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Occasional Contributor

When I try to join a meeting using phone audio I get the error "We could not complete the call. The user is unavailable at the moment". I try to click Dial in manually, but nothing happens. This error occurs for all users in the organization and on both the desktop application and on the web application. Everything was working perfectly until Monday, and no setting were changed. All users in the organization are experiencing this issue.

 

Here is what I have tried so far:

-Switching the coexist mode from Islands to Teams only on a single user.

-Using a different phone number

-Turning new meeting experience on and off

-Trying on Desktop, Chrome, and Firefox

 

Is anybody experiencing similar issues?

 

Thanks!

 

12 Replies
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@gregm4 So it looks like you are using the "Call me" function. Do you enter a phone number that you know is working? I get the same error if I enter my phone number and then decline the call on my mobile instead of answering, but I guess you don't get a call to your phone?

 

When you enter the phone number to you enter it with or without land code, ex. +1555123123 (with) 555123123 (without). If you enter without can you see that Teams add the land code (ex. +1) when it is dialing?

 

Can you dial in to the meeting using a number that is listed in the invite? You can find local number by clicking the "Find local numbers" in the invite.

 

Any reason you don't use the audio from your computer? That will give you better experience if you have a decent internet connection.

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@Linus Cansby  I don't get a phone call and I have tried on a couple different phones and asked colleagues to try on their accounts with phones and they also have the same error.

 

When I enter my number I put in the 10 digits and it auto formats to +1. I have also tried to put the +1 in myself and every other combination you can think of with no luck.

 

I can dial in the meeting using the invite number just fine.

 

There are a lot of people that are effected by this and some prefer using their phone. We would like to have the option available to us.

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I guess you are located in North America so that +1 is correct.

When you entered your phone number do you see calling for a while? How long?

Linus Cansby_0-1597955720185.png

 

And have you tried from a web client? https://teams.microsoft.com

 

 

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@Linus CansbyIt happens almost immediately. I have also tried this on Chrome and Firefox. I was able to share my screen with someone from Microsoft and they were also not sure what was happening. I have been searching online and it does not seem like a common problem.

GIF 8-21-2020 12-21-58 PM.gif

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I guess some logs have to be analysed and since you experience this with all users in your tenant you should contact Microsoft Support.

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@gregm4 Did you ever find a fix? I'm stuck in the MS support loop that is basically zero assistance.

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@CBNothing they suggested has worked yet. This is the latest:

 

Resolution:

check if the communication credits are sufficient along with audio conferencing licensed assigned.


you can follow the Docs for your reference:

https://docs.microsoft.com/en-us/microsoftteams/what-are-communications-credits#:~:text=You%20can%20see%20the%20plans,credit%20manually%20at%20any%20time. 

 

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@gregm4 Cool, so we're both somewhere along the script where they don't actually just TRY to recreate what is shown on the screen and defer to known documentation that isn't relevant. :\

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I'm also having this problem. The "call me" "phone audio" function normally works fine but recently it's not working consistently. It says it's calling my phone for like 5 minutes before it says "We could not complete the call. The user is unavailable at the moment." My phone is not being used and is working properly. 

 

Edit on Oct 9: the issue seems to have appeared less and less nowadays - let's hope it stays that way. I don't believe anything on our end changed.

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Hi @gregm4 

 

Here is my take on the same.

 

1. Firstly check if the user is enabled for Teams Audio Conferencing Services as this is a Audio Conferencing Services which we needs to enabled. 

2. Call Me Back Feature is Capped at the Tenant Level 60mins per user per month basis. If the Tenant Pool minutes are exhausted then the Teams Communications Credit needs to be enabled with Prepaid Wallet for the Feature to work.

3. In case the pool minutes are still valid then we need check if the user who is facing the issue if the user is enabled for making receive the call me option or not.

 

Most likely the resolution for the issue is point2. Please check and confirm back.

 

 

How to Find the Audio Conferencing Minutes Details
https://docs.microsoft.com/en-us/microsoftteams/audio-conferencing-subscription-dial-out#:~:text=You... 


To Learn More About Audio Conferencing
https://networking-talks.blogspot.com/2020/04/microsoft-teams-audio-conferencing-for.html 

 

With Regards,

Satish U

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Hi @Karthik_C 

 

Here is my take on the same.

 

1. Firstly check if the user is enabled for Teams Audio Conferencing Services as this is a Audio Conferencing Services which we needs to enabled. 

2. Call Me Back Feature is Capped at the Tenant Level 60mins per user per month basis. If the Tenant Pool minutes are exhausted then the Teams Communications Credit needs to be enabled with Prepaid Wallet for the Feature to work.

3. In case the pool minutes are still valid then we need check if the user who is facing the issue if the user is enabled for making receive the call me option or not.

 

Most likely the resolution for the issue is point2. Please check and confirm back.

 

 

How to Find the Audio Conferencing Minutes Details
https://docs.microsoft.com/en-us/microsoftteams/audio-conferencing-subscription-dial-out#:~:text=You... 


To Learn More About Audio Conferencing
https://networking-talks.blogspot.com/2020/04/microsoft-teams-audio-conferencing-for.html 

 

With Regards,

Satish U

Highlighted

@Satish2805 It's not any of those things. A new update hit, and magically the issue is fixed for the clients impacted in my OU. 

 

1. They are.

2. It's not the call me back feature. We just wanted the call in numbers to show so users could call in themselves. Totally different things.

3. Not relevant. ;)