Call2Teams - Customers
- Users are not licensed
- Users have a calling plan
- An Active Directory group filter has been applied
- Resource Accounts for Auto Attendants / Call Queues
Please note that Microsoft will be renaming the Phone System Licence to Teams Phone Licence shortly. You may see references to both for a short while
To get more information, view the most recent Sync history from the drop down on the Sync Now button, on the service portal:
Issue: Users are not licensed
If the Sync log shows information like the following:
<00:00> GRAPH> Enabled users: total=15, licensed=13, phoneSystem=0, excludedByCallingPlan=0, resource=0 <00:00> GRAPH> Found 0 users with a Phone System licence (none have a Calling Plan)
This means that no users have the correct Microsoft licenses for the Teams service.
Refer to this article regarding Microsoft user licencing:
What Microsoft Licences Do I Need?
For testing and quick setup customers can apply the Common Area Phone free trial to users:
<00:01> GRAPH> Enabled users: total=399, licensed=127, phoneSystem=108, excludedByCallingPlan=104, resource=0 <00:01> GRAPH> Found 108 users with a Phone System licence, of which 104 are excluded as they have a Calling Plan
Access this licence in the Office 365 portal for the affected users:
Click Sync Now to bring these users to the portal:
Issue: An Active Directory group filter has been applied
In the Teams service tab there is an advanced option available; to restrict the scope of users that are synchronised into the portal to those that are members of a specific Active Directory group:
If the group has no users or does not exist, then no users will be synchronised into the Add User list.
The Sync log will show an entry like this:
<00:01> GRAPH> Applying filter for group 'bad-group-name': include 0 of 76 users <00:01> GRAPH> Enabled users: total=0, licensed=0, phoneSystem=0, excludedByCallingPlan=0, resource=0 <00:01> GRAPH> Found 0 users with a Phone System licence (none have a Calling Plan)
Resolve this by deleting the reference to the group from the field and use the Sync Now function again.
Issue: Microsoft Resource Accounts for Auto Attendants and Call Queues
If customers are using the Auto Attendant or Call Queues in the Teams Admin Center then they will need to create a Resource Account and then add the "Microsoft Teams Phone Resource Account" license to said resource account in the Office 365 Admin Center.
Use this link from Microsoft on how to purchase and assign the Microsoft Teams Phone Resource Account":
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