Teams Setup Troubleshooting Guide

Contents
1 Customer activation email and login problems .............................................................................. 2
2 User(s) does not appear in list after Sync ....................................................................................... 2
3 Sync Failures.................................................................................................................................... 2
3.1 Logging service calls for persistent Sync Now failures............................................................ 3
4 No Calls tab or Dial Pad in Teams ................................................................................................... 3
4.1 The user does not have phone number assigned in the Office 365 admin center ................. 4
4.2 Phone Number Assignment .................................................................................................... 4
4.3 The user does not have a Phone System license .................................................................... 5
4.4 Insufficient time has elapsed since the user set-up was performed ...................................... 5
4.5 Microsoft Office 365 has an internal error ............................................................................. 5
5 Revoke access to the service in the Customer’s Office 365............................................................ 5
6 Teams Voice Mail ............................................................................................................................ 6
6.1 Bulk Disabling Skype For Business & Teams Voicemail........................................................... 7
6.1.1 How to use PowerShell to remove voice mail from users .............................................. 7

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 Teams Troubleshooting Guide

1 Customer activation email and login problems

Problem Solution

The invitation email did not arrive Check spam. Service activation emails from a
noreply address via sendgrid.me. If no sign of
email, In the customer portal Account tab,
delete the user invitation and re-invite them
(try a different email address).

The customer used the incorrect Active In the customer portal Account tab, delete the
Directory account when sending the user invitation and re-invite them
invitation (they may have several)

They get this error: The user is logged to Microsoft with a different
account than that registered with the service
We've hit an unexpected error
and is trying to access the portal. Log out and
We can't find any accounts for log back in with the registered account.
[email protected]. Please contact your
administrator to receive an invitation to the
service

2 User(s) does not appear in list after Sync

The sync will identify users with Phone System license or E5 license and add them to the user list. If
users are missing from the list, then check in Office 365 to ensure one of the required licenses is
assigned.

3 Sync Failures
Sync information is available by viewing the dropdown arrow on the Sync button (on the Users tab)
and selecting ‘View Sync History’.

The Sync history logs show the various synchronization steps that have been applied to the
Customer Office 365 tenant and the responses received back from the Office 365 system. It will also
show error information if any errors have occurred.

The most common reason for Sync errors is trying to operate a Sync function when logged in as a
user without the correct permissions, or as a user logged in to a different Office 365 account when
attempting to run the Sync function. This is most likely to occur when the service is being configured

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 Teams Troubleshooting Guide

on behalf of a customer by an IT services operator, where the operator is not logged in with
customer Admin user credentials.

The changes made to the Office 365 platform by the Sync function can take several minutes to take
effect especially in busy periods. This can mean that subsequent actions in a Sync job can fail as
Office 365 is processing earlier steps. In these situations, the system is configured to safely allow a
retry of the Sync function. The recommended action is to wait for at least 2 minutes and re-try the
Sync function.

3.1 Logging service calls for persistent Sync Now failures

Advanced diagnostics on Sync Now is required when logging Sync Now problem escalations. Have
the customer or someone with the correct admin rights perform the Sync Now in diagnostic mode.

A diagnostic log is created by holding Alt-Shift when clicking the Sync Now button

A debug (bug) symbol will show to confirm a debug sync is taking place

When making the support request, provide the customer name to identify the debug logs. The
advanced debug logs can be found in the Sync History, available in the Sync Now button drop-down
menu.

Advanced debug provides information of license types and user license assignments on the customer
Office 365 tenant.

4 No Calls tab or Dial Pad in Teams

The Calls icon appears 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.

There are several reasons that can cause the calls icon to be absent:

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
d) Insufficient time has elapsed since the user set-up was performed
e) Microsoft Office 365 has an internal error

Checking and resolving the above issues:

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 Teams Troubleshooting Guide

4.1 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.

4.2 Phone Number Assignment

Even though the service assigns a phone number to a Teams user, it’s necessary to use
the Legacy Skype for Business portal to check this has taken place. It is anticipated that
Microsoft will migrate this functionality into the new Teams portal in due course.

First open the Office 365 admin portal, expand the Admin centers menu and click on
Teams.

This will open a new window to the Teams Admin Center. Click Legacy portal to open the old Skype
for Business admin center.

Click the voice menu, click the voice users tab and change the Enabled filter to show All.

Click on the user to be checked; the user should have a number assigned.
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 Teams Troubleshooting Guide

If the user does not have an assigned number, one can be added. Adding a number in this Skype for
Business Admin Centre will ensure it is synchronized into the net2phone for MS Teams portal when
the next Sync Now activity is performed.

Click Assign Number. The number assigned does not need to be a real phone number but must
match the number configured in the net2phone for MS Teams service and must also include the
international dialing prefix for the country that the user is licensed for. For example, if the user’s
extension number is 1003 and they are in the UK then you could use +1 1003 to give a meaningful
number.

It is recommended to also tick International Calling so that all outbound calls reach the customer’s
PBX and the customer’s PBX policies can be used to apply restrictions.

4.3 The user does not have a Phone System license

To use calling in Teams, you should assign licenses to your users for features like Audio Conferencing
and Phone System. This Microsoft article explains how to add these licenses in bulk and for an
individual user.

Note: the service configuration means you will be using on-premises PSTN connectivity for hybrid
users, so you only need to assign a Phone System license. You should NOT assign a Calling Plan.

https://docs.microsoft.com/en-us/microsoftteams/assign-teams-licenses

4.4 Insufficient time has elapsed since the user set-up 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 we recommend that you aim to carry out the configuration at least 48 hours
prior to your go-live date to allow for this

4.5 Microsoft Office 365 has an internal error

If all the above steps have not fixed the issue, then you may need to remove and re-apply the user’s
license with the following process:

1. Remove all O365 licenses from the user, wait 15 minutes, then add them back
2. 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
3. Delete the user from the service portal and activate the Sync Now process to re-add them.
4. Quit Teams (right-click in the taskbar and choose ‘Quit’) and start it again
5. If still no dial pad then wait a while, quit and restart again. Sometimes this works straight
away and sometimes it can take up to a day.
6. In some scenarios the removal of an unused calling plan or service may have left remnants
of old configuration code behind. This must be raised with Microsoft with an explanation of
the removed service, commenting on the missing Calls Tab or Dial Pad and the advice that
you are adding net2phone for MS Teams third-party service.

5 Revoke access to the service in the Customer’s Office 365

Customers may have policy requirements meaning they need to revoke the access to the service
that was granted during the setup process. Revoking access will not disrupt the service but will
necessitate re-authentication should any changes be required using the Sync Now feature.

To revoke access the customer admin should log into: https://portal.azure.com

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 Teams Troubleshooting Guide

When logged in, go to Azure Active Directory and then select Enterprise Applications

Select the net2phone for MS Teams application and chose Delete.

Access is now revoked for the service.

6 Teams Voice Mail

Teams has voice mail. If this is enabled and the user is unavailable, then Teams will answer the call
and route to voice mail. This can interfere with PBX call routing where the user is the member of any
group endpoint resulting in calls being delivered to the users own Teams voicemail and preventing
the call from being handled effectively by available colleagues.

It is, therefore, recommended to use the PBX voicemail (disable Teams Voice Mail)

In the user settings in the Teams client (click on user icon in top-right), the Calls section manages Call
answering rules.

Set the ‘if unanswered’ option to Do nothing

This will disable the voice mail in Teams for this user.

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 Teams Troubleshooting Guide

6.1 Bulk Disabling Skype For Business & Teams Voicemail

Skype For Business comes with Voice Mail which can be disabled to prevent unrequired behavior
when integrated with the existing PBX.

Removing voice mail for all users is achieved by running a PowerShell command with the Skype For
Business PS Module loaded.

6.1.1 How to use PowerShell to remove voice mail from users

The following PowerShell should be executed by a competent Office 365 administrator and using the
Microsoft Skype For Business PowerShell Module add-in
$session = New-CsOnlineSession
Import-PSSession $session -AllowClobber
Get-CsOnlineUser| where { $_.hostedvoicemail -eq $true } | Set-
CsUser -HostedVoiceMail $false
Remove-PSSession $session

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