Hi everyone this is Prem, I have worked as Microsoft 365 Support Ambassador. In this blog I will share how to Fix Dial pad is missing in Microsoft Teams in Office 365.
In the Teams client, the dial pad enables users to access Public Switched Telephone Network (PSTN) functionality.
For Dial pad to show in Microsoft teams there are multiple condition that we have to make sure is met.
We will list each of them in this blog.
Steps to Fix Dial pad is missing in Microsoft Teams:
Check the license assigned to the user:
Go to the Microsoft Admin center > Users > Active Users > Search and click on the user’s name which is having the issue > click on Licenses and Apps tab.
Make sure the user has a Microsoft Teams License and Teams Phone System License assigned.
Do make a note that Teams Phone Resource Account license is not what we are looking for as this license is only for resource account used in Call queue and Auto Attendant.
A Microsoft Teams Calling Plan is also required, If you do not have that included in your Microsoft Teams Phone System License.
You can check the licenses required if they are included in the assigned subscription or not by expanding the Apps section in the Licenses and Apps tab:
So to summarize we need Microsoft Teams license, Microsoft Teams Phone System and Microsoft Teams Calling Plan.
Once you have made sure the license requirement is meet lets move to the next check.
Check if the user has a Phone number assigned:
To be able to make and receive calls on Microsoft Teams using PSTN a user phone number is needed to be assigned.
If you don’t have a Number assigned you can follow the steps below otherwise lets move to next check.
Open the Microsoft Teams admin center and log in with a user that is a Global admin > Click on Voice tab> Phone numbers > then click Add > Enter a name for the order and add a description. On the Location and quantity page, do the following:
a. Under Country or region, select a country or region.
b. Under Number type, select User (subscriber).
c. Under Quantity, depending on the number of users you want PSTN calling.
d. Choose either Location or Area code, depending on whether you want to search for phone numbers using a location’s city, or if you want to search for numbers in a specific area code.
e. If you select Location: Type the city in which your emergency address is located in the Set up emergency locations step, or if you need to create a new location for another office or a home office, click Add a location.
f. If you select Area code, type the area code you want to search, and then select Next to reserve your number.
Select the numbers you want. When you’re ready to place your order, click Place order, and then Finish.
To assign the phone number to the user once they are acquired, follow the steps below:
Go to the Teams Admin center > In the left navigation, click Voice > Phone numbers.
On the Phone numbers page, select an unassigned number in the list, and then click Edit.
In the Edit pane, under Assigned to, search for the user by display name or user name, and then click Assign.
Check if the user is in Teams Only mode:
We will have to check if the user has Teams only mode selected in Co-existence mode setting.
To make sure go to Teams Admin Center > Users > Manage user > look for the user and click on its Name:
If the Coexistence mode is Teams Only then we can move to the next check, If its not you can change it to Teams Only.
Do make a note when it is changed to Teams only it cannot be reverted back.
Check if the user has Enterprise voice Enabled:
This should automatically happen when the user has the required license assigned, if its not enabled then the Dial pad will not show up in Microsoft teams.
To check we will have to connect to Microsoft Teams using PowerShell, Once connected we will run the following command:
Get-CsOnlineUser -Identity email@example.com | select EnterpriseVoiceEnabled
The above command will show the current status of EnterpriseVoiceEnabled, if its True then you can wait for the dial pad to show up. If its false then you can run the below command to set it to True:
Set-CsPhoneNumberAssignment -Identity firstname.lastname@example.org -EnterpriseVoiceEnabled $true
Replace email@example.com in the above commands with the affected user’s email address.
If after couple of hours you are still not able to see the dail pad even though the EnterpriseVoiceEnabled was already true to begin with, run the following command on Teams PowerShell:
Set-CsPhoneNumberAssignment -Identity firstname.lastname@example.org -EnterpriseVoiceEnabled $false
Set-CsPhoneNumberAssignment -Identity email@example.com -EnterpriseVoiceEnabled $True
This will turn it OFF and turn it back ON.
If everything is setup correctly the dial pad should show in Microsoft teams after at least 1 hour. Do let us know if you have any question in the comment section.