Applies To

Call2Teams - Customers


These errors may appear in the Sync Diagnostic Output if a Sync fails

Explanation of Behaviour

This is usually because of a Sync issue between the portal and Microsoft.

To get more information, view the most recent Sync history from the drop down on the Sync Now button:

View the recent Sync log using the chevron in the left column


Solution 1

The first action is to wait and re-try the Sync Now process periodically for a few hours.

Solution 2

If after several hours the issue is not resolved then we recommend immediate escalation to Microsoft.  

To do this,log in to the Office 365 admin portal at 

Go to the Admin icon

On the left hand side menu bar select "Show All" and the Support option will show,

Create a support request entitled something like "Direct Routing:Cannot find specified Online PSTN usage  "

Within the detail of the support request, provide the following details:

- The tenant is being configured for Direct Routing

- The domains are activated for voice on the tenant

- The command Get-CsOnlinePstnUsage -Identity "Global" confirms the PSTN Usage setting exist

 -The command New-CsOnlineVoiceRoute produces an error: "Cannot find specified Online PSTN usage" when trying to use the domain.

Solution 3

You may wish to consider removing the Teams service from the portal, removing the 2 domains created in the MS 365 tenant and then re-enabling the Teams service.

This will start the Sync process afresh, creating new domains.

However, please be warned, this process is service affecting and will be subject to any configuration delays outside of our control.

  • Delete the Teams service (trash icon)
  • Click 'Enable Sync' again.

Furher Information

If Microsoft require you to reproduce the error in PowerShell or if you need to prove conclusively to your support organisation that that this is the issue then:

1) Set up you computer to run Teams PowerShell following this guidance Teams Admin PowerShell and log in to your tenant as Global Administrator

2) Run the command:
Get-CsOnlinePstnUsage -Identity Global 
to provide a list of the recorded PSTN usages that are setup

3) Locate the command in the sync log that starts with
New-CsOnlineVoiceRoute -Name 
and immediately precedes the error message. 

for example, the command will resemble this: 

New-CsOnlineVoiceRoute -Name "Branddomain-xxxx" -OnlinePstnGatewayList @('') -OnlinePstnUsages @('branddomain-USE') -Priority "0" -NumberPattern ".*" 

Copy this command into the PowerShell session and you will receive the error to confirm the Microsoft 365 tenant setup is at fault. 

Cut/Paste the PowerShell transcript and send to Microsoft and/or your support organisation,

Note: We have reports from customers that this issue may resolve of its own accord but the delay reported is up to 11 days.


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