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 OnlineVoiceRoutingPolicy value isn't set correctly for the user.

Resolution

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

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

  • Enable the user for Enterprise Voice.

  • Teams administrators should remove the user's OnlineVoiceRoutingPolicy value and set the correct value for the policy as shown in this 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.

More information

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