MS 365 Business Voice - Sorry we couldn't connect you

[KittenMasher]

HI,

I'm an admin I have enabled myself with an "MS 365 Business Voice" license.  If I try to call a landline it tries to call and after half a second gives the error "Sorry we couldn't connect you."

This happens on the Desktop app and Web App.  For some reason, I also have access to an "MS 365 Phone System - Virtual User" license but doesn't not like both being selected at once.  See screenshots.

Any ideas.  Why does it no tell me what the problem is...

I want to make Landline calls OUT not IN

[#2 · Accepted solution]

The "Virtual User" license is used for Call Queues and Auto Attendant resource accounts. They shouldn't be assigned to regular users.

It's hard to see what's going wrong with a little more details. For example, are you calling premium numbers? What happens with toll free numbers? Do you have a number assigned to the user making the call?

After attempting a call, tap ctrl+alt+shift+1, it'll create log files in your Downloads folder. Take a look at the "MSTeams Diagnostics Log <date>.txt", look for the number you dialed, and see if there are any more details in the logs. You could also open a ticket with Microsoft.