Applies To

Call2Teams - Customers

Please Note

Microsoft reference both Phone System Licence to Teams Phone Licence in their documentation. 

Essentially these are the same, the licence required to enable Direct Routing (PSTN) for the user. 


It is normal for Microsoft to delay the appearance of the Dial Pad in Teams for several hours after a user is correctly configured.


The Calls icon and Dial Pad only appear in the Microsoft Teams client when a user has the correct ‘phone system’ license and the configuration is completed for the user to make calls.


An absent dial pad can be due to several different reasons:

  • The user does not have a phone number applied in the Office 365 admin center.
  • The Sync Now action has not been performed since the user was added to the portal.
  • The user does not have a phone system license
  • Insufficient time has elapsed since the user set-up was performed
  • Microsoft Office 365 has an internal error

If the service portal Sync Now function completed successfully (a green check mark is shown) then the following can be ruled - they havebeen confirmed by the portal sync service:

  • a) The user does not have a phone number applied in the Office 365 admin center.
  • b) The Sync Now action has not been performed since the user was added to the portal.
  • c) The user does not have a phone system license


Changes to the Microsoft 365 tenant can stop the the dial pad from showing, so click the Sync Now button again to confirm settings.

Verify that the domains are present on the customer settings with this process: Sync Issues: No domains showing for activation in sync log

Check if the Teams Web client shows the dial pad - it can appear on the web client before being made available on the workstation client. 

Navigate to and select the Web version.

Issue: The user does not have phone number assigned in the Office 365 admin center

The Sync Now feature should apply phone numbers to users in Office 365. If this has not been successful, there is a manual check to ensure the phone number is correctly applied to the user and that this number matches the number assigned in the portal.


Ensure the phone number is assigned to a user in the Teams Admin centre:

  1. Open the Office 365 admin portal#
  2. Expand the Admin center menu and click on Teams.
  3. This will open a new window to the Teams Admin Center.
  4. Click Manage Users. A list will be displayed.
  5. Any users with a number assigned will have said number under the Phone number column.
  6. Click on the user name to view the user in more detail, and amend the phone number if needed.

Issue: The user does not have a Phone System license

To use calling in Teams, assign licenses to users for features like Audio Conferencing and Phone System. The Microsoft article linked here explains how to add these licenses in bulk and for an individual user:

Note: The service configuration means users will be using on-premises PSTN connectivity for hybrid users, so only assign a Phone System license. Do NOT assign a Calling Plan.

Issue: Insufficient time has elapsed since the user setup was performed

Some elements of the configuration within Microsoft Office 365 can be subject to delays of several hours as information propagates between different parts of the Microsoft system. 

This can vary from day to day, so it is recommended that configuration is performed at least 48 hours prior to the go-live date to allow for this propagation.

Issue: The User is running SfB and Teams alongside each other (Islands Mode)

If the user is making use of Skype for Business and Teams this is known as Islands Mode. 

In this mode Teams cannot apply the Phone System Licence and make use of Direct Routing. 

This will result in no dialpad being shown and 404 errors when trying to contact the user. See this Microsoft article which explains this in more detail: Teams & SfB Coexist & Interop

Issue: The Calling Policy is not allowing calls

Check the policies applied to the user in question. In some cases it may be necessary to turn on the Make Private Calls setting:

Issue: Microsoft Office 365 has an internal error

When Teams is under heavy load, the various system synchronisation process that make the dial-pad appear can be delayed. 

Check the service health dashboard in the Office 365 portal to see if this is causing delays.

Issue: None of the above steps have resolved the lack of dial pad

If all the above steps have not fixed the issue, then follow these steps to remove and re-apply the user’s license:

  1. Remove all Office 365 licenses from the user.
  2. Wait 15 minutes, then restore them.
  3. Add the phone number back on the user. If the user is not shown in the Skype for Business legacy portal, then wait another 15 minutes and try again.
  4. Delete the user from the service portal and activate the Sync Now process to re-add them.
  5. Have the affected user restart Teams: right-click in the task bar and choose Quit, then and start it again.
  6. Wait for 30 minutes then run the Sync Now function again. Sometimes Microsoft doesn't re-apply the EnterpriseVoiceEnabled $True setting.
  7. Wait one day then attempt the above steps again.


If if the 'Sync Now' button has a green check-mark and a reasonable amount of time (24 hours) has elapsed since the Sync Now setup, then the issue should be escalated to Microsoft Support.

Follow these steps to escalate an issue to Microsoft Support:

1. Log in to the Office 365 admin portal at 

2. Go to the Admin icon.

3. On the left hand side menu bar select "Show All" to see the Support option.

4. Create a support request with the title "Dial Pad not showing in Teams after 24 hours".

5. Within the details section of the support request, provide the following:

  • A User email address for one of the users without the dial-pad

Include the following:

  • Direct Routing is being used
  • Enterprise Voice is enabled for the user
  • The Voice Routing Policy is applied to the user
  • The User has a valid Phone System licence

From here, Microsoft will make contact to guide through some additional steps and provide guidance on getting the dial-pad to show. 

They may also be able to force an update on their end.


Please note Destiny Automate Ltd. (formerly Qunifi Limited) cannot be held responsible for the content of any third-party documentation offered.