Dial pad is missing in Teams

Symptoms

Microsoft Teams user can't make outbound calls because the dial pad in the Calls screen in Teams is missing.

Cause

Here are the four possible causes of this issue:

  • The user hasn't assigned a Teams license.
  • The user hasn't assigned a Calling Plan.
  • The user hasn't enabled Enterprise Voice.
  • The user is in Islands mode.
  • The OnlineVoiceRoutingPolicy value isn't set correctly for the user.

Resolution

  • Make sure that the user has been assigned a Teams license.

  • Make sure that the user has been assigned a Calling Plan.

  • Enable the user for Enterprise Voice.

  • For more information about Islands mode, see Understand Microsoft Teams and Skype for Business coexistence and interoperability.

  • Teams administrators should remove the user's OnlineVoiceRoutingPolicy value and set the correct value for the policy as shown in the following example:

    Grant-CsOnlineVoiceRoutingPolicy -Identity "Ken Myer" -PolicyName $Null
    
    Grant-CsOnlineVoiceRoutingPolicy -Identity "Ken Myer" -PolicyName "RedmondOnlineVoiceRoutingPolicy"
    

    These actions force an update of the policy in the back-end environment of Teams. After this change is made, the user should see the dial pad appear under Calls within four hours.

Run a self-diagnostics tool

Microsoft 365 admin users have access to diagnostic tools that they can run within the tenant to verify possible issues that affect the dial pad.

Note

This feature isn't available for Microsoft 365 Government, Microsoft 365 operated by 21Vianet, or Microsoft 365 Germany.

Select the Run Tests link. This will populate the diagnostic in the Microsoft 365 admin center.

More information

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