Suggested help
Newly provisioned numbers are not appearing in the Teams Admin Centre
Solution: Confirm the operator has completed provisioning and that the tenant is licensed correctly.
- Check with your operator that the numbers have been assigned to your tenant.
- Allow time for Microsoft sync (usually within minutes, but can take up to 24 hours).
- Verify you have available Teams Phone licences.
- Refresh Teams Admin Centre > Voice > Phone numbers.
Unable to assign a phone number to a user
Solution: Ensure the user has the correct licence and usage location.
- Go to Microsoft 365 Admin Centre > Users > Active users.
- Select the user.
- Under Licences and apps, confirm Teams Phone is assigned.
- Under Settings, verify the Usage location matches the number’s country.
- Go to Teams Admin Centre > Users > Manage users and try assigning the number again.
Users cannot make or receive calls
Solution: Check licensing, number assignment, and Teams client registration.
Steps:
- Confirm the user has a Teams Phone licence.
- Verify the phone number is assigned under Users > Manage users > Account.
- Ask the user to sign out and back into Teams.
- Check for conflicting call forwarding rules under Voice > Call answering rules.
Auto attendant or call queue is not receiving calls
Solution: Ensure the resource account is licensed and the number is assigned correctly.
- Go to Microsoft 365 Admin Centre > Users > Active users.
- Search for the resource account.
- Confirm Phone System – Virtual User licence is assigned.
- Go to Teams Admin Centre > Voice > Phone numbers.
- Search for the number and verify it is assigned to the correct resource account.
- Review the Auto Attendant or Call Queue configuration under Voice > Auto attendants / Call queues.
Calls are routing to the wrong user or service
Solution: Check number assignment and call routing rules.
- Go to Teams Admin Centre > Voice > Phone numbers.
- Search for the number.
- Check the Assigned to field.
- Reassign the number if incorrect.
- Review user call forwarding settings under Users > Manage users > Voice.
Ported numbers are not working after migration
Solution: Verify port completion and number status.
- Go to Teams Admin Centre > Voice > Phone numbers.
- Search for the ported number.
- Check the Status (should show Assigned or Available).
- If the number shows Pending, Unassigned, or Unavailable, contact your operator.
- Reassign the number to the correct user or resource account if needed.
Emergency address is incorrect or not updating
Solution: Update the emergency location and confirm usage location.
- Go to Teams Admin Centre > Voice > Phone numbers.
- Search for the number.
- Edit the Emergency location.
- Go to Microsoft 365 Admin Centre > Users > Active users.
- Confirm the user’s Usage location matches the number’s region
Users are receiving calls on the wrong device
Solution: Review call forwarding and simultaneous ring settings.
- Go to Teams Admin Centre > Users > Manage users.
- Select the user.
- Under Voice, check Call forwarding.
- Ask the user to check their Teams client for:
- Simultaneous ring
- Forwarding rules
- Multiple device sign ins
Operator Connect numbers are missing or unavailable
Solution: Confirm provisioning and tenant assignment with the operator.
- Contact your operator to confirm:
- Numbers are provisioned
- Numbers are assigned to your tenant
- Refresh Teams Admin Centre > Voice > Phone numbers.
- Check for any filters hiding the numbers (e.g., country, status).
Resource account calls are failing
Solution: Ensure the resource account is fully configured.
- Go to Microsoft 365 Admin Centre > Users > Active users.
- Confirm Phone System – Virtual User licence is applied.
- Go to Teams Admin Centre > Voice > Phone numbers.
- Verify the number is assigned to the resource account.
- Check the associated Auto Attendant or Call Queue configuration.