Resolving "We Couldn't Connect the Call" Error in Microsoft Teams

Issue

Users are unable to make or receive calls using their Microsoft Teams phone number. When attempting to make an outbound call, the following error message appears:

"We couldn't connect the call. The dialed number is invalid or you are not authorized to make this call. Please contact your system administrator."

Inbound calls may go directly to voicemail, and the user cannot answer them.

Symptoms

• Outbound Calls:
  • Attempting to make a call results in the error message above.
  • Calls do not appear in call logs or monitoring tools.
• Inbound Calls:
  • Calls may go directly to voicemail.
  • The user does not receive call notifications.
• User Experience:
  • Logging out and back into Teams does not resolve the issue.
  • Restarting the computer has no effect.
  • Other users with similar configurations are not affected.

Cause

This issue is typically due to incorrect or incomplete provisioning of the user's account in Microsoft Teams. Possible causes include:

• Misconfiguration of the phone number assignment.
• Incorrect or missing licenses and calling policies.
• Sync issues between Microsoft Teams and the telephony provider.
• Outdated user settings that require re-provisioning.

Resolution

To resolve the error and restore calling functionality, follow these steps:

1. Verify User Configuration in Microsoft Teams Admin Center

• Check Phone Number Assignment:

  1. Sign in to the Microsoft Teams Admin Center.
  2. Navigate to Users > Manage Users.
  3. Select the affected user.
  4. Ensure the correct phone number is assigned to the user.

• Verify Licenses and Apps:

  1. In the user's profile, go to Licenses and Apps.
  2. Confirm that the user has the appropriate Microsoft Teams Phone license assigned.
  3. Ensure that any required add-ons or calling plans are also assigned.

• Check Calling Policies:

  1. Go to Voice > Calling Policies.
  2. Verify that the user is assigned a policy that permits inbound and outbound calls.
  3. Ensure there are no restrictions that could block calls.

2. Re-Provision the User

• Remove and Reassign Licenses:

  1. Remove the Microsoft Teams Phone license from the user.
  2. Wait for 15-30 minutes to allow changes to propagate through the system.
  3. Reassign the Microsoft Teams Phone license to the user.

• Reassign Phone Number:

  1. Remove the phone number assignment from the user's account.
  2. Wait a few minutes and then reassign the phone number to the user.
  3. Ensure that the phone number is correctly formatted and active.

3. Clear Teams Cache and Restart the Application

• Clear Cache:

  1. Log out and close the Microsoft Teams application completely.
  2. Navigate to the cache directory:
     • For Windows: %AppData%\Microsoft\Teams
     • For Mac: ~/Library/Application Support/Microsoft/Teams
  3. Delete all files and folders within the Teams directory.

• Restart Teams:

  1. Open Microsoft Teams.
  2. Have the user sign in again.
  3. Check if the dial pad and phone number appear correctly.

4. Test Calling Functionality

• Outbound Calls:

  • Attempt to make a call to a known working external number.
  • Confirm that the call connects successfully.

• Inbound Calls:

  • Call the user's Teams number from an external line.
  • Verify that the call rings on the user's device and can be answered.

5. Additional Checks

• Network Connectivity:

  • Ensure that the user's network allows necessary traffic for Microsoft Teams calling features.
  • Check for any firewall or proxy settings that might block voice traffic.

• Update Teams Client:

  • Ensure that the Microsoft Teams application is updated to the latest version.

• Device Settings:

  • Check the user's device settings for any call forwarding or do-not-disturb configurations that might affect call handling.

6. Contact Support if Issue Persists

• If the problem continues after performing all the above steps, consider the following:

  • Contact Microsoft Support:

    • There may be an issue on the Microsoft side that requires their intervention.
    • Provide them with detailed information about the troubleshooting steps already taken.

  • Check Telephony Provider Settings:

    • Ensure that the telephony services are correctly configured with your provider.
    • Verify that there are no service outages or account issues.

Conclusion

The "We couldn't connect the call" error in Microsoft Teams usually indicates a provisioning or configuration issue with the user's account. By verifying settings in the Teams Admin Center, re-provisioning the user, and ensuring all licenses and policies are correctly assigned, you can typically resolve this issue and restore full calling functionality.

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Support internal notes

Request call samples - You can also place a test call to the number.

If the calls are not hitting our system and the customer has followed all the steps above, request the customer to contact Microsoft.

Ref.: https://central-supportdesk.zendesk.com/agent/tickets/4530275

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