Operator Connect - Dial Pad Missing

Operator Connect - Dial Pad Missing in Microsoft Teams  

Goal:  

This document will provide solutions to common issues for a user missing their dial pad in Microsoft Teams.  

 

   

 

Troubleshooting  

Step 1 

In the Teams Admin Center (admin.teams.microsoft.com), verify whether the user has a Teams DID assigned.  

  

a. In Teams Admin Center go to Users > Manage Users > Affected User (the DID can be seen here under the Phone number collum) > Account Tab > General Information  

 

   

 

b. If the user does have a phone number assigned, remove and re-add their Teams Phone number in the admin center.  

  

Note: Microsoft can take up to 24 hours to properly provision assigned Teams Enterprise Voice services. Keep this in mind if the user has just been created. If the user does not have a dial-pad after  24 hours please proceed with step 2  

 

 

Step 2    

Confirm user is licensed correctly in O365  

 

a. Navigate to admin.microsoft.com (O365 Admin Center) and confirm the user’s licensing. If they do not have the appropriate licensing, assign it to the user.  

 

b. For required licensing, users need to have the following as either standalone licenses or apps that are part of their assigned license suites:  

 

i. Microsoft Teams Phone Standard (This may appear as “Microsoft O365 Phone System” if it is the legacy Phone Standard license as part of a license suite such as Microsoft / Office E5)  

ii.      Microsoft Teams  

iii.      Skype for Business Online (Plan 2)  

 

Step 3 

Lastly, we can try removing the Microsoft Teams Phone Standard licensing or Microsoft 365 Phone System application from the user and re-assigning it.  

  

 

a. Unassign DID from the user in Teams Admin Center. This step must be performed first BEFORE proceeding with deleting or removing licensing from the user in O365; otherwise, the number may potentially become “stuck” to the user in O365 / Teams and will need to be removed via PowerShell.  

b. Sign in to Admin.microsoft.com. Navigate to “Users” > “Manage Users”  

c. Find the affected user and select them. From the pop-out window on the right-hand side select the “Licenses and apps” tab. Scroll down to find either “Teams Phone Standard” or “Microsoft/Office 365 E5”  

i. If the user is assigned a Teams Phone Standard license, uncheck the box and save. Wait 30 minutes and reassign the licenses to the user.  

ii. If the user is assigned an E5 license scroll down to apps at the bottom of the page and select the drop-down arrow  

 

Scroll down to Microsoft 365 Phone System and uncheck the box. Save and wait 30 minutes before reapplying the app to the user.  

   

 

Still having issues? 

If you are still having issues. Reach out to CallTower Support for assistance at support@calltower.com or by phone at (800) 347-5444