Applies To

Call2Teams - Customer


This error occurs during a Sync because an affected user/users are set on the portal to be DirSync'd.


This issue can occur where customer has an on-premise Active Directory and is using Microsoft DirSync to sync their users into their Office 365 Azure Active Directory.

Any users who have the msRTCSip-line attribute set in their on-premise Azure Active Directory cannot have a phone number applied using the background PowerShell script. 


Clear the msRTCSip-line attribute from the affected user(s) and run another sync to Office 365 Azure Active Directory.

Advice to this effect is shown below the Sync button on the service portal during a Sync process.

The portal also displays that the user is DirSync'd, as shown above, to aid in troubleshooting.

Note: If the on-premise servers were removed before the attribute was removed, it can leave a flag set that cannot then be reset through the User interface or by PowerShell. See this Microsoft article in relation to this:  Managing Attributes After Decommissioning

If the above solution does not work, remove the assigned number(s) from the affected user(s) before adding them back in via the service portal. 

The process for assigning/removing numbers using PowerShell is here: Updating a User's Number


If the above solution does not solve the issue, raise a support ticket to Microsoft and request they remove the DirSync attributes from the affected users.

Follow these steps:

  1. Log into the Microsoft 365 admin portal: 
  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 new support request  


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