Problem

The Microsoft Teams user cannot make outbound calls because the dial pad in the Calls screen is missing but the s/he can receive inbound calls into Teams at the PBX number or extension.

Possible Solutions

There are a few potential reasons for this which you should investigate:

1. Generally, Microsoft does take time to propagate. If you have waited under 24 hours Microsoft support will usually ask you to wait a full day and then confirm the missing dial-pad.
   

2. ​​​​Logging out of MS Teams (and killing the Teams Application with the Windows Task Manager) and logging back in can sometimes make the dialpad appear faster.
   

3. Sometimes Microsoft can either block Voice Route propagation or the Voice Route is not associated with the PSTN Usage (outbound route) due to a time delay. The instructions to fix this issue appear below the heading Instructions to Manually Set Voice route.

4. If you are using Azure Active Directory Sync and you have added a Phone Number elsewhere in Microsoft Office the sync feature blocks correct Teams User provisioning. 

5. If the Voice Route is properly set up you should consult and follow the steps in the Microsoft Article “Dial pad is missing in Teams”. If you have followed those steps and it still isn’t resolved please open a support case with Microsoft.
   

Instructions to Manually Set Voice route

1. Navigate to Voice routing policies in the Teams Admin Center.

2. The Voice Routing policies screen should look like below. Make sure the PSTN Usage and the Voice Routing policy say “TM_PBX_Unrestricted”. If you need to manually create and assign the PSTN Usage continue following these instructions. If the PSTN usage record DOES match the Voice Routing policy as below, please revisit the other possible solutions listed above.

   

   
   

3. Select the Add button in Voice routing policies table

   

   
   

4. Fill out the information in the following order

   1. Name Voice routing policy TM_PBX_Unrestricted

   2. Select Add PSTN usage… button

   3. Name the new PSTN usage record TM_PBX_Unrestricted and Select Save and Apply

   4. Select Save

      

      
      

5. To confirm TM_PBX_Unrestricted Voice route has its corresponding PSTN usage as TM_PBX_Unrestricted, Navigate to Voice >> Direct Routing and select the Voice routes tab within the Teams Admin portal. The TM_PBX_Unrestricted Voice route should be similar to the Voice route highlighted in the picture below.

   

   
   

   1. In the event that a TM_PBX_Unrestricted in not assigned to PSTNUsage you can manually assign by selecting the Add button.

      

      
      

   2. You will be directed to the Add voice route which you must fill out.

      

      
      For reference, a completed Add voice route page would be similar to the picture shown below.

      

To complete the instructions for manually setting a voice route, you need to confirm that the User is assigned to this Voice Routing policy.