FAQ:Teams

General Questions

Where can I find Microsoft Teams Admin and End User trainings ?

• Information: On the VTX wiki, you will find documentation and tips regarding MS Teams Direct Training connectivity towards VTX Telephony Platform, but not related to Teams Global Training
• Solution: To get access to Microsoft Teams training, please refer the links below
  • Admin trainings for Teams : https://docs.microsoft.com/en-US/microsoftteams/itadmin-readiness
  • End User trainings for Teams : https://support.office.com/article/microsoft-teams-video-training-4f108e54-240b-4351-8084-b1089f0d21d7

What are the differences between a "Teams Connect" and a "Teams Virtual" ?

	Teams Connect	Teams Virtual
Short Description	VTX handles "only" the connection between Teams Cloud and the Telephony Network allowing you to operates real phone numbers on your Teams Client	Teams Virtual allows an hybrid environment with SIP Phones and Teams Phones The Intelligence remains handled in the VTX Kiosk
Analogy	Like a VTX ConnectPBX product but to be used only with Teams Cloud ( preconfigured for Teams by VTX with a lot of automation )	a VTX VPBX service allowing you to use MS Teams client in parallel of normal SIP phones
VTX Service and Licenses Needed	a "Teams Connect" ( billed per number of concurrent calls + number of numbers ) N/A per user	a VPBX Service ( billed per number of numbers ) a "Teams Virtual" license per user
Microsoft Licenses Needed	Microsoft Teams per user Microsoft Phone System per user	Microsoft Teams per user Microsoft Phone System per user
Pros	- Simple and Basic solution from VTX to add real numbers to your Teams accounts - "Cheap" solution to use Microsoft Teams	- Allows an hybrid solution if you do not wish to have all your users and landing Zone to use Microsoft Licenses. - You can use a mix of simple SIP phones ( Gigaset, Snom, Yealink,... ), VTX Softphones (DeskopControl / MobileControl), Teams Softphones and Yealink Teams phones within the same user or on different users - Allows to handle all Time Conditions and IVR and Groups within VTX Kiosk
Cons	- Management of all intelligence in Teams Admin in less sexy than in the VTX Kiosk - Doesn't allow to operate simple SIP phones within the same VTX service

Keep my @company.ch domain : Can I use VTX Teams service with my own Teams domain @company.ch ?

• Problematic: You do own a Microsoft Teams domain like company.ch and you would like to integrate the accounts you have within a "VTX Teams Connect" or "VTX Teams Virtual"
• Information:
  • When subscribing to a VTX Teams service, VTX will provide you with a teams domain like xxxx.teams.ipvoip.ch . This domain will be used to bridge your own Teams accounts ending with "@company.ch" with the VTX service. You will never need to force this domain for your end user
  • During the VTX Teams service setup, you will be asked to create one temporarily user with the @xxxx.teams.ipvoip.ch domain, but only one, and you can delete it as soon as service is running
  • The scrips provided by VTX will allow you to assign numbers to your @company.ch Teams users
• Conclusion: Yes, you can use your own Teams domain @company.ch with VTX Teams service, no need to change your users domain

Multi-Provider : Can I use VTX Teams service in parallel of other provider services ?

• Problematic: You do already have another provider that handles the telephony Direct trunking and you wish to also integrate a VTX Teams service
• Information: VTX does provide a unique teams domain per service and also create unique Call Routing rules including this unique ID
• Conclusion: Yes, it is possible to setup a VTX Teams service in parallel of an existing service from another provider. You will select which number is handled by which provider.

Migration

How to use Teams in parallel of my existing PBX ?

• Problematic: You have some of users within a VTX "Connect PABX" that wish to use Teams ( keeping their number )
• Information: Teams can be completely embedded within a VTX VPBX with the VTX Teams Virtual service. For PBX, integration is different.
• Solution: There are 2 possible solutions

Solution 1: Move some numbers to Teams

1. (VTX) Subscribe to a VTX Teams Virtual or VTX Teams Connect depending on your needs
2. (Teams) Prepare your user in Teams with the desired number
3. (VTX) Ask VTX to move the number from the PBX to Teams
4. (PBX setup) Remove the number from PBX setup
5. (PBX setup) Redirect internal number to full number. So if an internal user calls the short number or the full number of the colleague, it will go out from the PBX->VTX->Teams

Solution 2: Use Teams in parallel of existing phones behind the PBX: Incoming calls ringing on PBX + Teams, outgoing calls possible from PBX + Teams

1. (VTX) Subscribe to a VTX Teams Virtual or VTX Teams Connect depending on your needs
2. (Teams) Prepare your user in Teams with another VTX number ( new number provided by VTX that won't be shown when calling out )
3. (Teams) Follow FAQ:Teams#CLIP_:_Number_Display_-_I_wish_to_display_a_different_number_than_my_direct_line_for_my_outgoing_calls to have this Teams account displaying the PBX number
4. (PBX setup) Setup the PBX to have a parallel ringing between the user account on the PBX and the VTX Teams account

License Management

Microsoft Teams Shared Devices - Not working anymore on Web + Desktop Client - "You don't have the required permissions to access this org"

• Symptoms: You are using a "Teams Shared Devices" license and are trying to connect to Teams v2 Client and you get an error "You don't have the required permissions to access this org"
• Explanation: The "Teams Shared Devices" is now not working anymore on Desktop and Web Client
• Solution: Either upgrade to a more expensive license or only use the Mobile Client
• Additional Information: https://learn.microsoft.com/en-us/microsoftteams/teams-add-on-licensing/teams-shared-device-license

Features

Main Teams Features not related to VTX

The idea of this wiki is not to document how Teams App is working, but this Microsoft is doing a great job. So if you have questions about specific features in Teams ( not related to VTX), please have a look at their documentation

• Ex: Teams Video Training : https://support.microsoft.com/en-us/office/microsoft-teams-video-training-4f108e54-240b-4351-8084-b1089f0d21d7
• Other solution : https://letmegooglethat.com/?q=microsoft+teams+app+write+your+question+here

Teams GAB (Global Address Book) Directory Missing

• Status: As incredible as it sounds, It doesn't seems possible to enable a Global Address Book directory for several Teams users
• Actions: We have tried it and with Ops Team and even with an Azure Active Directory Premium license, it is not possible to create a global directory
• Information
  • The feature request for a GAB ( Global Address Book ) was visible in E365 Roadmap in 2020 but was deleted afterwards
  • With a Team Virtual, it would be possible to have incoming call reverse lookup ( and only incoming call reverse lookup ) ! But not with a Connect Teams, info added in VoIP:VTX_Teams_Virtual#VTX_Teams_Virtual_value_added_features
  • Some external paying tools seems to allow to sync an external directory with each individual Teams Directory, but it gets tricky
• References:
  • https://www.msxfaq.de/teams/pbx/teams_rnl.htm
  • https://erwinbierens.com/microsoft-teams-using-reverse-number-lookup/

• Conclusion:
  • VTX is not responsible for the lack of this missing features in Teams, and indeed this one doesn't seem to be possible
  • Some tweaks might be possible with full Office 365 integration but we haven't tested it

Delegate : Share a phone line with a delegate

• Information: Microsoft Teams allows to delegate management of incoming and/or outgoing calls allowing a colleague/secretary to handle your calls, cf https://support.microsoft.com/en-us/office/share-a-phone-line-with-a-delegate-16307929-a51f-43fc-8323-3b1bf115e5a8
• Problematic: You would like to use this feature
• Solution: Follow one of the solution below depending on your service

1. For "Teams Connect" users, you can already use this feature, it is allowed on VTX side, cf https://support.microsoft.com/en-us/office/share-a-phone-line-with-a-delegate-16307929-a51f-43fc-8323-3b1bf115e5a8
2. for "Teams Virtual" users, please contact VTX support with this URL as reference to have VTX enabling this feature. ( VTX internal reference for automation is "Redmine #93076" )

Use Teams to follow "tel:" or "callto:" URL

• Information: Once you have selected a default app to perform outgoing call, you will need to manually change it to use another Application to handle the tel: uri
• Problematic: You wish to setup your PC to use Teams app for tel: and callto: URLs to directly call numbers from web browsers
• Solution ( Windows 10 ) : Change the default app for tel uri

1. Click on the link below to verify id your system is already setup to use Teams for tel: and callto: URLs, if not continue to follow the steps
2. Go in Control Panel / Programs / Default Programs and click the "Set your default programs"
3. Go in the bottom of the menu to "Set Defaults by app" and click on Teams
4. Click the "Choose a default" and select Teams / Manage
5. For URL:callto and URL:tel select "Teams"

• Example: You can use the links below to perform tests
  • +41225117902 : VTX Echo test number without any link except if your browser is able to detect this as a number
  • tel:+41225117902: VTX Echo test number with tel: URI syntax
  • callto:+41225117902: VTX Echo test number with callto: URI syntax

Windows 10 - Default Program - Change tel uri for Teams

Windows 10 - File type and protocol associations - Change tel uri for TEams

Frequent Errors

New-CsOnlineVoiceRoutingPolicy - Cannot find specified Online PSTN usage

• Problem: When we run the script to create the call routing, you might get a red error that New-CsOnlineVoiceRoutingPolicy is not working
• Symptoms: When running the script to create the call routing, you might get an error "Cannot find specified Online PSTN usage"
• Possible Explanation:
  • You forgot to create the temporary User "enableteams"
  • MS Teams platform is getting some delay and between the time we create the Online PSTN usage and the time we use it in Online Voice Routing Policy, we need to wait for Teams platform to get up to date
• Solution:

1. Verify that you did create the "enableteam" user, cf FAQ:Teams#Create_a_temporarily_user_in_the_.3Cservicenumber.3E.teams.ipvoip.ch_domain
2. Wait up to 4h and try again to use the script again

As you can see after some time, the same command did work

Teams Error - Cannot Find Online PSTN Usage - Wait a few hours and try again

Cannot Import Module SkypeOnlineConnector

• Information: By default, it is not allowed to execute powershell scrip on a Windows PC, you need to explicitly allow it
• Problem: If you did not follow the Microsoft documentation while installing the SkypeOnlineConnector module, you will not be able to import it
• Symptoms: You will get the powershell error below
• Solution: Open a powershell prompt as admin and set "Set-ExecutionPolicy RemoteSigned -Force" ( cf below )
• Additional Information: cf https://docs.microsoft.com/en-us/SkypeForBusiness/set-up-your-computer-for-windows-powershell/download-and-install-windows-powershell-5-1

Confirmation of the problem, here Execution Policy is Restricted, i.e disabled

Get-ExecutionPolicy
Restricted

Solution

Set-ExecutionPolicy RemoteSigned -Force

Get-ExecutionPolicy
RemoteSigned

Error that you are getting

Modules d'importation : Le fichier "C:\Program Files\Common Files\Skype for Business
Online\Modules\SkypeOnlineConnectorSkypeOnlineConnectorStartup.psm1" ne peut pas être chargé, car l'exécution de
Les scripts sont désactivés sur ce système. Pour plus d'informations, voir "about_Execution_Policies".
(https:/go.microsoft.com/fwlink/?LinkID=135170).
En ligne:1 Caractère:1
+ modules d'importation "C:\Program Files\Common Files\Skype for Business Onlin ...


+ CategoryInfo : Erreur de sécurité : ( 🙂 [Modules d'importation], PSSecurityException
+ FullyQualifiedErrorId : UnauthorizedAccess,Microsoft.PowerShell.Commands.ImportModuleCommand

Get-CsOnlinePowerShellEndpoint : The remote name could not be resolved: 'lyncdiscover.xxx'

• Problem : You get an red colored error when using the scripts
• Symptoms: When starting to use a powershell script or command, you get an error like Get-CsOnlinePowerShellEndpoint : The remote name could not be resolved: 'lyncdiscover.xxx'
• Possible Explanation: You are using an admin account where needed lyncdiscover.$DOMAIN DNS entry is not set correctly
• Solution: You need to create the needed DNS entries on your main domain enabling the "Skype For Business" DNS check on your main domain in https://admin.microsoft.com/AdminPortal/Home#/Domains
• Workaround : Add the suffix "-OverrideAdminDomain $TeamsDomain" to the New-CsOnlineSession command

Teams Script - lyncdiscover error because DNS entry doesn't exist

Teams DNS entries - Create the needed DNS entries

AD Sync Problem

What are the numbers defined and used in Teams ?

• Information: Teams is using the LineURI and OnPremLineURI parameters to define the number to be used by Teams ( cf below )
• Problem: If you do have an AD sync with Azure Cloud that is overwriting these parameter, Teams telephony calls towards external numbers will stop working
• Symptoms: You are getting a "404 Not found" error on incoming calls
• Solution: Please follow the procedure below

1. Use FAQ:Teams#Verify_User_Setup to verify that number currently set for the Teams user
2. Make sure your AD sync is not overwritten these fields or make sure it does set the same numbers
3. Re-assign the number in Teams using FAQ:Teams#Number_Mapping_:_Assign_numbers_to_Microsoft_accounts

Output of a Teams user listing all fields that contains a Switzerland number

# Set Variables
$TeamsUserEmail = "first.last@MSDOMAIN.onmicrosoft.com"
# Connect to Microsoft Teams management
Connect-MicrosoftTeams
# Get the numbers used by a user
Get-CsOnlineUser -Identity $TeamsUserEmail | Out-String -Stream | Select-String -Pattern "41\d{9}"
OnPremLineURI                        : tel:+412156600xx
                                         <tollNumber>41434307500</tollNumber>
LineURI                              : tel:+412156600xx
# Logout
Disconnect-MicrosoftTeams

'OriginalRegistrarPool' with identity 'xxx' assigned to 'sip:first.last@MSDOMAIN.onmicrosoft.com' has been removed from configuration store

• Symptoms: When assigning a number to your user, you set this error """OriginalRegistrarPool' with identity 'xxx' assigned to 'sip:first.last@MSDOMAIN.onmicrosoft.com' has been removed from configuration store"""
• Information: When you are assigning a Teams number to a user, it might cleanup some old parameters used by old Lync setup like the OriginalRegistrarPool. This is normal and only a WARNING, not a ERROR
• Solution : Please follow the procedure below

1. Use [[FAQ:Teams#Verify_User_Setup] to verify that number has been correctly setup for your user
2. Use the command "Get-CsOnlineUser -Identity $TeamsUserEmail" to get the full details output of the user you are debugging and look at the "TeamsUpgrade" and "RegistrarPool" outputs
3. Search your error on Teams Forum
4. If needed, get help from VTX

PS H:\> Get-CsOnlineUser -Identity $TeamsUserEmail | Out-String -Stream | Select-String -Pattern "TeamsUpgrade"
TeamsUpgradeEffectiveMode            : TeamsOnly
TeamsUpgradeNotificationsEnabled     : False
TeamsUpgradePolicyIsReadOnly         : ModeAndNotifications
TeamsUpgradePolicy                   :
TeamsUpgradeOverridePolicy           :

PS H:\> Get-CsOnlineUser -Identity $TeamsUserEmail | Out-String -Stream | Select-String -Pattern "RegistrarPool"
TargetRegistrarPool                  :
RegistrarPool                        : sippoolAM48976.infra.lync.com

Incoming Call Problem

403 Forbidden : License Problem / User is not Enterprise Voice enabled

• History:
  • 2023-08: We had a nice problem where setup was not working because only some "Microsoft Teams Shared Devices" licenses were setup and not a single "Phone System". It was blocking setup of resources. In this case, please order one real "Phone System License" (@VTX: cf example t1990043)
• Symptoms: You are calling a Teams number and you get a 403 error all the time from Teams
• Solution: Use FAQ:Teams#Verify_User_Setup to verify that your user is setup correctly and enable back the correct license

VoIP Analyser - Call Rejected because of bad license

SIP/2.0 403 Forbidden
...
CSeq: 1 INVITE
ALLOW: INVITE,ACK,OPTIONS,CANCEL,BYE,NOTIFY
Server: Microsoft.PSTNHub.SIPProxy v.2020.11.29.1 i.EUWE.3
Reason: Q.850 ;cause=63 ;text="...;User is not Enterprise Voice enabled."

404 Not found : Number hasn't been assigned

• Problem: You cannot call a Microsoft Teams number
• Status: You have assigned a number to a "Microsoft Teams Virtual" in the Kiosk Hardware Module or the number belongs to a "Teams Connect", but incoming call towards this number are not working and are rejected.
• Symptoms: When calling the number, you get a "404 Not Found" Number hasn't been assigned error
• History:
  • 2023-10: Setting up extension from routing can trigger problem, do not setup numbers like "+14025557334;ext=334", cf https://www.google.com/search?q=MC487014
• Check to perform 1:

1. (VoIP Analyzer for VTX Partners) Using VoIP Analyser, check the status of the number and verify that call was rejected by Microsoft Proxy with a 404 error
2. (Teams Domain) Verify in https://admin.microsoft.com/AdminPortal/Home#/Domains that you did enable the <service_number>.teams.ipvoip.ch domain for MS Teams
3. (Teams + Phone System) Verify in https://admin.microsoft.com/AdminPortal/Home#/users that you did enable Teams + Phone System to your user
4. (Number) Verify in https://admin.teams.microsoft.com/users that you did assign the correct Phone number to your user

VoIP Analyser - Call sent to Teams but rejected

480 Temporarily Unavailable : Call ringing for 20s then cut with this error

• Symptoms: You are calling a Teams number , call is ringing for 20s then call is cut with a 480 error
• Possible Explanation: You have a 20s redirection setup on the Teams client towards nothing
• Solution: Please read FAQ:Teams#Disable_Call_redirection_to_Voicemail section below

VoIP Analyser - Call rejected with 480 after 20s

SIP/2.0 480 Temporarily Unavailable
...
CSeq: 1 INVITE
ALLOW: INVITE,ACK,OPTIONS,CANCEL,BYE,NOTIFY
SERVER: Microsoft.PSTNHub.SIPProxy v.2020.11.29.1 i.EUWE.3
Reason: Q.850 ;cause=31 ;text="...;Could not obtain destination from voicemail workflow."

Calls answered by voicemail all the time

• Symptoms: All calls towards a number are answered by a voicemail
• Example: You have 3 users within a VPBX group and one of them is not connected ( PC shutdown ), all calls will be answered by his voicemail
• Solution: Please read FAQ:Teams#Disable_Call_redirection_to_Voicemail section below

Spam Call Blocking - Caller being asked : "Please press XX to connect the call"

• Symptoms: Some incoming calls towards your Teams number are being requested to press 2 digits to connect the call
• Explanation: When you receive a call from someone that is changing its number to a service number like a 058.. or a 0848.. or calling from a number that Microsoft classified as suspicious, caller could be impacted by this feature
• History:
  • 2021-09: This feature is being pushed by Microsoft since September 2021 ( cf link below )
  • 2021-11: This feature is not only showing a popup about possible Spam, but it is also blocking calls with an IVR asking to enter 2 digits in English and it is not possible to see it from Web Admin Center
• Additional Information: Please refer to https://techcommunity.microsoft.com/t5/public-sector-blog/september-2021-microsoft-365-us-public-sector-roadmap-newsletter/ba-p/2745689 and search for "MC277640 – Spam Notification in Call Toast"

• Solution: Follow procedure below

1. Start a powershell window
2. Use command Connect-MicrosoftTeams and enter your Teams Admin credentials
3. Use command Set-CsTeamsCallingPolicy -Identity Global -SpamFilteringEnabledType "Disabled"
4. Wait a few minutes for the change to be active
5. Disconnect from Teams Management

 # Connect to Microsoft Teams management
 Connect-MicrosoftTeams
 # Disable the SpamFilteringEnabledType option, if needed, you can enable it back by setting parameter back to "Enabled" value
 Set-CsTeamsCallingPolicy -Identity Global -SpamFilteringEnabledType "Disabled"
 # Unfortunately for the time being, you cannot see your changes in command line nor in https://admin.teams.microsoft.com/policies/calling 
 Get-CsTeamsCallingPolicy -Identity Global -Verbose
 # Logout
 Disconnect-MicrosoftTeams

MC277640 – Spam Notification in Call Toast

Busy on Busy - Disable Call Waiting

• Information: By default call waiting is enabled on Microsoft Teams which mean that if you are already on the phone, you will keep receiving incoming calls that will trigger a popup and a bip even if you are already on the phone
• Problematic: You would like to enable "Busy on Busy" or disable "Call Waiting" not to be bothered by an incoming call when you are already on the phone
• Solutions: Follow one of the 2 solutions below
  • (Virtual Teams) : You can disable "Call Waiting / Signal d'appel" from the Kiosk on your user
  • Assign to your users a new Calling Policy "Disable Call Waiting", cf below

Create a Calling Policy "Disable Call Waiting"

1. Read the "Busy on Busy" section from https://docs.microsoft.com/en-us/microsoftteams/teams-calling-policy
2. Connect to https://admin.teams.microsoft.com/policies/calling and create a new Calling Policy
   1. Name : Disable Call Waiting
   2. Description : Allow to disable Call Waiting by enabling Busy on Busy feature
   3. Tick Busy on busy is available when in a call
   4. Keep all other settings with default values
3. Select the user you wish to modify in https://admin.teams.microsoft.com/users
   1. Go in the "Policies" tab of the user
   2. Edit the "Assigned policies" and set "Calling policy" = "Disable Call Waiting"
4. Save the setting

Teams Admin - Create a calling policy - Disable Call Waiting

Teams Admin - Add Calling Policy to a user

Outgoing Call

I cannot call a colleague not using Teams yet / not using Teams anymore dialing his +e164 number on this VTX Teams service

• Information: Once you have assigned an +e164 number to a Teams user using FAQ:Teams#Number_Mapping_:_Assign_numbers_to_Microsoft_accounts, if you dial this number from Teams, it will be intercepted by Teams as a local call and will ring only on the Teams account of your coworker
• Symptoms: I am calling a colleague with Teams dialing his +e164 number and it is not working because this colleague is not using Teams on this service anymore / yet
• Solution: Use one of the 2 solution below to have you call towards your colleague +e164 number going out to VTX to be handled as a normal call

1. Use FAQ:Teams#Number_Mapping_:_Assign_numbers_to_Microsoft_accounts to remove the number to from the Teams user
2. or simply remove the "Phone System" license from this user. Warning: Once license is removed, it is not possible to purge the "OnPremLineURI" from the user, but it is not used anymore anyway

Caller ID policies : I am not able to set a Caller ID policy

• Information: This feature is still under development from Microsoft cf https://docs.microsoft.com/en-us/microsoftteams/caller-id-policies
• Problem: You would like to change the Caller ID of a user using a "Caller Id policy" from https://admin.teams.microsoft.com/policies/callinglineid but you are not able ot
• Symptoms: When trying to add a policy, the dropdownlist are empty
• Solution : Change the CLIP from the Kiosk, cf next section FAQ:Teams#FAQ:Teams#CLIP_:_Number_Display_-_I_wish_to_display_a_different_number_than_my_direct_line_for_my_outgoing_calls

Teams - Caller ID Policies - Cannot define a number

CLIP : Number Display - I wish to display a different number than my direct line for my outgoing calls

• Problematic: For outgoing calls, you wish to display a number that is different than your direct line number
• Information: By default, you will be allowed to display any number belonging to your trunk ( visible in Kiosk ). If you try to display a number that doesn't belong to your trunk, the system will fallback to your direct line
• Solutions: 2 solutions are possible, one from Teams Admin Center, and another one from VTX Kiosk
• Solution from Teams:

1. Read https://learn.microsoft.com/en-us/microsoftteams/caller-id-policies : You can create Caller-ID policy to have some users displaying some resources account numbers (Auto Attendant or Call Queue)
2. Go in https://admin.teams.microsoft.com/policies/callinglineid and create a new Caller-ID policy by setting the number that you wish to display
3. Go in https://admin.teams.microsoft.com/users and set the new caller-ID policy to the users that need to use it
4. Wait some minutes
5. Now these users will display the service number for outgoing calls

• Solution from VTX Kiosk:

1. Display my company main number : Connect to your Kiosk https://kiosk.vtx.ch/VoIP/ListNumbers.aspx ( My Services / Telephony / Manager your numbers ) / Edit number / Outgoing calls and change number to be displayed
2. Display another number belonging to me like my Mobile or a 08x number : Contact VTX to add a "Virtual Number"
3. Display any number / Forward Caller Number : Contact VTX to enable "Special Arrangement"

Change number to be displayed in Teams Admin Center

Teams Admin Center - Create Caller-ID policy

Teams Admin Center - Assign Caller ID Policy to users

Change number to be displayed in Kiosk

Kiosk - Change number to be displayed

Here is a table explaining what number will be displayed

Number you wish to display (From SIP Header)	Number you wish to Bill (P-Preferred-Identity)	"Special Arrangement" setting in VTX CRM	Option D'affichage in Kiosk (PS: Any number belonging to you could be added by VTX in this list as "Virtual Number")	Number that will be displayed (out From SIP Header)	Real Caller Number (out P-Asserted-Identity)
Your direct line A	Your direct line A	%	Your direct line A	Your direct line A	Your direct line A
Your direct line A	Your direct line A	%	Another number belonging to you B and managed by VTX ( like a group number, headnumber, INA number... )	Another number belonging to you B	Another number belonging to you B
Your direct line A	Your direct line A	%	Another number belonging to you B and not managed by VTX	Another number belonging to you B	Your direct line A
An external number like a mobile	Your direct line A	No	N/A	Your direct line A	Your direct line A
An external number like a mobile	Your direct line A	Yes	N/A	An external number like a mobile	Your direct line A

Special Arrangement : I wish to keep the number of the caller being displayed when redirecting call to an external number

• Problematic: You are redirecting incoming call towards and external number and you wish to keep the number of the caller being displayed on remote destination
• Problem: Since you are trying to display a number that doesn't belong to your trunk, it is not allowed and caller id will fallback to your direct line
• Solution: Ask VTX to enable the "Special Arrangement" on your trunk, and also ask VTX to add a "+1" to push the project "#2304 - [Kiosk] ConnectPABX - Be Able to Manage Special Arrangement and Number Format from Kiosk Directly"

CLIR : Hide my phone number

• Problematic: You would like to hide your number when calling out
• Information: You could also setup CLIR / "Anonymous Call" from the Kiosk, but please either do it from Teams or from the Kiosk, but not from both in the same time, cf FAQ:Teams#CLIP_:_Number_Display_-_I_wish_to_display_a_different_number_than_my_direct_line_for_my_outgoing_calls
• Solution: Follow the solution below

1. Open your Teams app, go in the Settings menu / Calls tab
2. Scroll down to the "Caller ID" part
3. Tick the option "Hide my phone number and profile information for all calls"
4. Now you can call out hiding your number

Teams app settings - Hide my phone number and profile information for all calls

Teams - Hide my caller ID

Check CDR and Audio Quality Problem

Control Call Quality

• Problematic: You had a report of poor call quality and you wish to check the statistics of the call
• Solution: Follow the procedure below

1. Connect to https://admin.teams.microsoft.com/users
2. Select your user
3. Go in the "Call history" tab
4. Select the call you wish to analyze ( and look at the "Audio quality" )
5. Click on the "Network" icon to get access to network stats
   1. Call Quality : Look at the call quality Good Quality or Poor Quality
   2. Round-Trip-Time : Look at the Round-Trip-Time, it should be below 150ms, above it, you have a network problem
   3. Packet Loss: On a perfect network, there should not be any packet loss, but some packet loss could appear during call setup.

Teams Admin - Call History
Teams Admin - Call Logs - Bad Call Quality	Teams Admin - Call Logs - Good Call Quality

Audio Delay problem

• Symptoms: You have huge delay over your Teams client that prevent you from having a normal interaction with your interlocutor
• Possible Audio Delay source : RDP, Internet Connection, VPN, Team cloud problem
• Problematic : You need to perform some tests to identify the source of the problem
• Test Call numbers
  • "/testcall" ( "/Testanruf" in German ): Teams test call number that can be used to test latency within Teams Cloud. Simply call "/testcall" ( "/Testanruf" in German ) from Teams Call Tab to test latency between your Teams_Client <-> Teams_Cloud
  • +41225117902 : VTX Echo Test number will echo back what you are saying allow you to check audio latency between your Teams_Client <-> Teams_Cloud <-> VTX_SBC <-> VTX_Echo_Test_Server
• Checks to perform : Here are checks to perform to find the source of the latency

1. Control Call Quality: Use previous section to check the call Quality of the calls, cf FAQ:Teams#Control_Call_Quality
2. Teams Service Health Check : Control if Teams is acknowledging a problem FAQ:Teams#Service_Health_-_Get_notified_when_there_is_a_problem_with_MS_Teams
3. Testcalls: Use testcall numbers above to test if problem comes from Teams cloud or from Teams Cloud <-> VTX Platform interconnection
4. RDP/VPN : Disable RDP ( use a local Teams client ), disable your VPN and test again
5. Speedtest : Use https://speed.vtx.ch to test your connection

• How to solve the problem

1. Teams Cloud Problem : Wait that Microsoft solves the problem
2. Network Problem
   1. RDP : Try using a local Teams client and not one over RDP
   2. VPN : Try to disable your VPN and test again
   3. QOS : If you have an intelligent Firewall that could setup QOS, you should setup QOS towards Teams Platform, cf Network:Firewall:Configuration#Teams_Connect.2FVirtual_Firewall_Rules
3. Get help from VTX Support if needed

Teams - Echo Test /testcall

Voicemail Management

Disable Call redirection to Voicemail

• Problem: If you Teams client is not started, all your incoming calls will be redirected to Teams Voicemail instantly
• Problematic: You would like to disable redirection towards your voicemail
• Additional Information: Please refer to https://support.office.com/article/manage-your-call-settings-in-teams-456cb611-3477-496f-b31a-6ab752a7595f
• Solution: Follow the following procedure

1. Open Microsoft Teams Application
2. Click on your user icon and go in the Settings parameters
3. Go in the Calls tab
4. In the "If not answered" section, select "Do Nothing" instead of "Voicemail"

Teams Settings - Calls - Disable redirection to voicemail

PS: You can also disable the Voicemail using Powershell ( cf https://docs.microsoft.com/en-us/powershell/module/skype/set-csonlinevoicemailusersettings?view=skype-ps for more information )

Set-CsOnlineVoicemailUserSettings -Identity login@domain.ch -VoicemailEnabled $false

VoicemailEnabled                         : False
PromptLanguage                           : en-US
OofGreetingEnabled                       : False
OofGreetingFollowAutomaticRepliesEnabled : False
OofGreetingFollowCalendarEnabled         : False
ShareData                                : False
CallAnswerRule                           : RegularVoicemail
DefaultGreetingPromptOverwrite           :
DefaultOofGreetingPromptOverwrite        :
TransferTarget                           :

Change Voicemail Settings ( Language, record prompt, Text to speech, ...)

• Problematic: You would like to change some settings of your voicemail like the language of the prompt
• Information: The default language of your user will depend on the default language selected by your administrator. But you can change it in this menu
• Solution: Follow the following procedure

1. Open Microsoft Teams Application
2. Click on your user icon and go in the Settings parameters
3. Go in the Calls tab
4. Click on the Configure Voicemail" button and change the settings you wish to change ( Language, record record prompt, Text to speech, ... )

Teams Settings - Calls - Setup Voicemail

PS: You can also change the Voicemail Language settings using Powershell ( cf https://docs.microsoft.com/en-us/powershell/module/skype/set-csonlinevoicemailusersettings?view=skype-ps for more information )

Set-CsOnlineVoicemailUserSettings -Identity login@domain.ch -VoicemailEnabled $true -PromptLanguage de-DE
Set-CsOnlineVoicemailUserSettings -Identity login@domain.ch -VoicemailEnabled $true -PromptLanguage fr-FR
Set-CsOnlineVoicemailUserSettings -Identity login@domain.ch -VoicemailEnabled $true -PromptLanguage en-US


VoicemailEnabled                         : True
PromptLanguage                           : en-US
OofGreetingEnabled                       : False
OofGreetingFollowAutomaticRepliesEnabled : False
OofGreetingFollowCalendarEnabled         : False
ShareData                                : False
CallAnswerRule                           : RegularVoicemail
DefaultGreetingPromptOverwrite           :
DefaultOofGreetingPromptOverwrite        :
TransferTarget                           :

CPE MS Teams

Easy Login for an IP Phone Teams Edition using a PC

1. Power up the MS Teams edition phone on a working network
2. Click on the screen asking that you wish to login from a remote PC
3. Click on this link on your PC https://microsoft.com/devicelogin
4. Type the code that it visible on the phone
5. Enter the Teams credentials of the phone
6. Done, your phone will connect with the correct account

MS Teams - CPE Login from PC

SIP Devices Phone Management

• Information: Since 2022, you can now also link a lot of SIP Phones with your Teams account in order to receive Teams Phone calls on them
• Problematic: You wish to map a SIP Phone to your Teams account
• Solution: Follow the procedure below ( Additional Information available in https://docs.microsoft.com/en-us/microsoftteams/sip-gateway-configure )

1. Compatible CPE: Verify that your Phone model is listed in https://docs.microsoft.com/en-us/microsoftteams/sip-gateway-plan#compatible-devices
2. Allow SIP Devices: Go to the Teams Admin Center / Voice / Calling policies : https://admin.teams.microsoft.com/policies/calling
   1. Edit the Main Calling Policies you are using ( usually the "Global" one )
   2. Enable "SIP devices can be used for calls", and then select Save. You might need to wait a little bit afterwards
3. CPE Reset
   1. Remove your SIP Device from any provisioning or redirection server ( @VTX: Simple unmap the SIP account in the Kiosk )
   2. Factory reset the phone
4. Declare CPE : Go to the Teams Admin Center / Team devices / SIP devices : https://admin.teams.microsoft.com/devices/sipdevices
   1. Click the "Actions" top right corner button / Provision Devices
   2. Add the MAC address of the phone
   3. Connect to the phone web interface and set the provisioning URL to http://emea.ipp.sdg.teams.microsoft.com
   4. Restart the phone.
   5. It will get a Teams logo and might upgrade/downgrade firmware
   6. Follow wizard in web interface, you will be asked to dial a number from the phone to authenticate it like *55*<code>
   7. Then the phone will be linked to the platform, now you need to link it with a user
5. Link phone with a Teams account
   1. Keep following the wizard
   2. You will be asked to ask end user to connect to https://microsoft.com/devicelogin and enter the activation code to link the phone with the Teams account
   3. Once done, you can wait or reboot the phone and you will start receiving Teams calls on your SIP device

Teams - add SIP Device

Teams - Link SIP Device to Users

Teams Edition Phone Management

Use a configuration Template to setup Language and Timezone on the phones

• Information: Phone setup could be managed from Teams Management interface. You can setup some parameters like language, timezone and other options, ...
• Solution: Follow the procedure below

1. Connect to https://admin.teams.microsoft.com/devices/ipphones-configprofile and click the Add button
   1. Create a new Configuration Profile changing default parameters with your needs
   2. Timezone: Warning, Switzerland location timezone for Daylight Saving mode is buggy, please use Paris timezone instead. Bug reported to Yealink in " Issue: T58V MS Teams - Daylight Daving problem Switzerland/Bern (ID:105846)"
   3. If it is still not working afterwards and pending Fix, connect on the phone, go in Time&Date setup and set "Location = Paris"
2. Connect to https://admin.teams.microsoft.com/devices/ipphones
   1. Select the phones for which you wish to set the new profile
   2. Click the "Assign configuration" button and select the newly created profile you created
3. Be patient, it takes a few minutes/hours for the change to be push towards the phones

MS Teams Admin - Create a configuration profile

MS Teams Admin - Assign a configuration to some phones

Manage your Teams IP Phones ( firmware upgrade, reboot, screenshot, network capture,... )

• Information: You can manage your phones behind your Teams environment directly from Teams Admin Web Interface

1. Connect to https://admin.teams.microsoft.com/devices/ipphones and execute the actions you wish to do
2. Ex: Firmware Update : Select all your phones and enable automatic update with a 90 days delay, so you keep your phones up to date but you are not the 1st customer to beta test a new firmware

Contacts Management

"Your contacts are out and about - Let's bring them in" : Empty contact list

• Symptoms: When you go in the contact tab of your Teams phone, you do see an empty list with the message "Your contacts are out and about - Let's bring them in"
• Explanation: This tab will only show you your own and favorites contacts
• Solution: Use the following procedure

1. Use the search icon at the top right corner to search for a Teams Contact ( you can call it from there )
2. Once you have displayed the contact, you can also use the "..." menu to add this contact if your "All Contacts" list

MS Teams Phone - Empty list

Debug Phone

Download Device logs

• Problematic: You wish to get the phone device logs to be able to analyze a problem
• Solution: Follow the procedure below

1. Connect to https://admin.teams.microsoft.com/devices/ipphones
2. Select the phone you wish to analyse by clicking on its name
3. Click the "Download device logs" button
4. Wait 10 minutes
5. Click the "History" tab to download the "Diagnostic file"

MS Teams Phone - "Download device logs"

MS Teams Phone - "Get Diagnostic file"

Other Questions

External Access - Allow to chat and call any other Microsoft Teams user

• Problematic: You would like to be able to chat and talk with other company also using Microsoft Teams ( and also Skype )
• Solution: Follow the procedure below

1. Connect to https://admin.teams.microsoft.com/company-wide-settings/external-communications
2. Set Users can communicate with other Skype for Business and Teams users = On

Microsoft Teams Admin - Allow external access

Service Health - Get notified when there is a problem with MS Teams

• Information: You can setup Teams Service Health notification in the Admin Center . It will allow you to receive emails when there is a problem with MS Teams platform, or new features
• Solution : Follow the procedure below

1. Connect to https://admin.microsoft.com/adminportal/home#/servicehealth
2. Go to Preferences / Email tab
   1. Setup an email and tick "Send me email notification about service health"
   2. In "Include these issue types" : Tick "Incidents" and "Advisories"
   3. In "Include these services" : Tick at least "Teams"

Microsoft Admin Center - Service Health - Notification

How to unassign numbers

• Problematic: You would like to unmap a number from Teams
• Solution: Use one of the procedure below

1. If the user is not needed anymore you can simply delete the user in admin center, it will unmap the number
2. (Virtual Teams only): Additionally you need to unmap the "Microsoft Teams Virtual" license in the Hardware Module: Unassign the Microsoft Teams Virtual license
3. Use the VTX Powershell Script "VTX_Teams_Assign_Numbers.ps1" to remove the number from a user: Unassign numbers using the VTX Powershell Script VTX_Teams_Assign_Numbers.ps1
4. Use Powershell Command Prompt "Remove-CsPhoneNumberAssignment" to manually remove the number from the user: Unassign numbers manually in Powershell Command Prompt - Remove-CsPhoneNumberAssignment