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66304432 asked JimmyYang-MSFT commented

Direct Routing is not working

Hello Teams Community,


Please i need your help on this issue.


We have Direct Routing in Place. The Inbound and Outbound call is not working for the user in the UK but if we assign the same UK number to Ireland users the calls are working as expected.


We need your help in troubleshooting and fixing the issue

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1 Answer

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JimmyYang-MSFT answered JimmyYang-MSFT commented

Hi @66304432

If you're an administrator, you can use the diagnostic tool to validate that a user is correctly configured for Direct Routing:

  • Select Run Tests below, which will populate the diagnostic in the Microsoft 365 Admin Center.


  • In the Run diagnostic pane, enter the email of the user you want to test in the Username or Email field, and then select Run Tests.


  • The tests will return the best next steps to address any tenant, user, or policy configurations to validate that the user is properly configured for Direct Routing in Microsoft Teams.


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Thank you for your reply.

After running the disgnotic tool to validate the user. It was confirm that the user is correctly configured for Direct Routing.

Still we are facing issue with direct routing.

We have dialed the number from the user account.

Below is the screenshot of the message that appears before the call is getting disconnected.
No issues observed at dial plan and voice routing level.

193232-image.png


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image.png (62.3 KiB)

@66304432

Thanks for your reply. I will check it and if there is any update, we will inform you in time.

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Hi @66304432

I checked the official document and we recommend you run the following command to view the outbound calling policies:

 Get-CSOnlineDialOutPolicy -Identity Global

The following table provides an overview of each policy for your reference.


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