This article will provide a walkthrough on how to troubleshoot when the Teams Integration is not allowing calls to be sent or received.
Checkpoint One: Check if Office Numbers are set Identically
First, check to see if the following phone settings match in the phone system and Microsoft portal as shown below.
The Caller ID and office phone in the team’s portal and Phone number in the Microsoft portal need to be set the exact same for teams to work properly. For the assigned phone number, the extension number must be listed for the user as shown in the first image.
Checkpoint Two : Verify the Licenses Are Correct
If the numbers are correct for the user, the admin must check the licenses for Microsoft users to make sure that all users have the Microsoft Teams Phone Standard license with an E3 or a Microsoft 365 Business Basic license. The Microsoft Teams Phone Standard license is not required if an E5 license is being used.
Additionally, the licenses that will not work for the Teams Integration are:
- Microsoft 365 Domestic Calling Plan
- Skype for Business Online
Checkpoint Three : Verify Main Policy Types Are Correct
If the phone numbers are identical and the licensing is correct, the next item is to check the following policy types in the teams portal to have the correct Effective Policy :
- Calling Policy
- Dial plan Policy
- Voice Routing Policy
It is imperative that these policy types are set to use the phone system's domain (phonesystem-msti.bvoip.net) that was created when enabling the direct routing as the effective policy in order for calls to work.
MSTI Domain in Capital Letters
If you find that the phone system domain is setting in capital letters, please reach out to bvoip support so that this can be fixed immediately.
Checkpoint Four : Caller ID Policy is Inactive
If everything prior is correct, make sure that there is no Caller ID policy in place for the phone system's domain as this will break the teams integration. This policy type must be using the Global (Org-wide Default) effective policy.
Checkpoint Five: e164 Setting is Disabled
If the policies are correct, check to see if the e164 settings are in effect in the phone system. Please see our e164 knowledge base article for how to navigate to this section and adjust it.
Checkpoint Six : Outbound Rules
With the teams integration, there should be three outbound rules built out. There should be the standard 10 digit, 11 digit and a +1 rule. For teams integrations that require extension users to have special outbound caller IDs, these users will need to have outbound caller IDs set for their extensions.
