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Dial pad configuration

  • Article
  • Applies to: Microsoft Teams

In the Calls app of the Teams client, a dial pad enables users to enter phone numbers to make external telephone calls. The dial pad is available for users with a Teams Phone license, provided they're configured properly.

If all steps are not completed when you Set up Teams Phone, the dial pad may not display for the user.

The following prerequisites are necessary for the dial pad to display:

  • User is assigned with a Teams Phone ("MCOEV") license
  • User is homed online and not in Skype for Business on premises
  • User is Enterprise Voice enabled
  • User has Make private calls enabled in Teams Calling Policy

Note

In order to use the dial pad to make a call, the user must also have one of the following PSTN connectivity options: Microsoft Calling Plan, Operator Connect, Teams Phone Mobile, Direct Routing, or is able to use Shared Calling.

This article provides PowerShell cmdlets that you can use to validate the prerequisite configurations that are necessary for the dial pad to display to the user.

In most cases, you need to look at various properties in the output of the Get-CsOnlineUser cmdlet. Examples assume $user is either the UPN (UserPrincipalName) or SIP address of the user.

User is assigned with a Teams Phone ("MCOEV") license

In this first validation check, you are validating that the user has a Teams Phone license assigned.

From the PowerShell cmdlet output, make sure that the assigned plan for the user shows the CapabilityStatus attribute set to Enabled and the Capability set to MCOEV (MCOEV indicates a Teams Phone license). You might see MCOEV, MCOEV1, and so on. All are acceptable--as long as the Capability starts with MCOEV.

To check that the attributes are set correctly, use the following command:

(Get-CsOnlineUser -Identity $user).AssignedPlan

The output will look like the following. You only need to check the CapabilityStatus and the Capability attributes:

AssignedTimestamp   Capability      CapabilityStatus ServiceInstance                          ServicePlanId
-----------------   ----------      ---------------- ---------------                          -------------
07-02-2020 12:28:48 MCOEV           Enabled          MicrosoftCommunicationsOnline/NOAM-4A-S7 4828c8ec-dc2e-4779-b502-...
07-02-2020 12:28:48 Teams           Enabled          TeamspaceAPI/NA001                       57ff2da0-773e-42df-b2af-...

To learn more about Teams Phone licenses, see Teams Phone licensing.

User is homed online and not in Skype for Business on premises

To ensure the user is homed online and not in Skype for Business on premises, the RegistrarPool must not be null and the HostingProvider must contain a value that starts with "sipfed.online." To check the values, use the following command:

Get-CsOnlineUser -Identity $user|Select RegistrarPool, HostingProvider

The output should be similar to:

RegistrarPool                 HostingProvider
-------------                 ---------------
sippoolbn10M02.infra.lync.com sipfed.online.lync.com

User is Enterprise Voice enabled

A prerequisite to validating this step is ensuring the user has a Teams Phone license assigned. Assigning a Teams Phone license to a user opens a gate for the user's account to be configured as Enterprise Voice Enabled.

If the license and M365 Phone System app are assigned to the user but they still don't see their dial pad, the Enterprise Voice Enabled status may be set to false.

To update a user account so that their Enterprise Voice Enabled status is set to true, check their status in Teams admin center or in PowerShell.

  • In the Teams admin center, go to a Users > Manage users and select the user you want to edit. Under the Account tab > Assigned phone number, turn Enterprise Voice to On and select Save.
  • For PowerShell, use the Set-CsPhoneNumberAssignment cmdlet and set the -EnterpriseVoiceEnabled parameter to $true.

To check if the user is Enterprise Voice Enabled, use the following PowerShell command:

Get-CsOnlineUser -Identity $user|Select EnterpriseVoiceEnabled

The output should look like:

EnterpriseVoiceEnabled
----------------------
                  True

Note

When assigning a telephon number to a licensed user, Enterprise Voice Enabled is automatically set to True. If a phone number is assigned and the value is False, you must use the TAC or PowerShell cmdlet to manually set the value to True.

User has Make Private Calls enabled in Teams Calling Policy

In PowerShell, the user's effective TeamsCallingPolicy must have AllowPrivateCalling set to true. Unless you assign a custom policy, users automatically inherit the global calling policy, which has AllowPrivateCallingPolicy set to true by default.

In the Teams admin center, the calling policy setting is indicated as Make private calls.

Using PowerShell, to get the TeamsCallingPolicy for a user and to check that AllowPrivateCalling is set to true, use the following command:

if (($p=Get-CsUserPolicyAssignment -Identity $user -PolicyType TeamsCallingPolicy) -eq $null) {Get-CsTeamsCallingPolicy -Identity Global} else {Get-CsTeamsCallingPolicy -Identity $p.PolicyName}

The output should look like:

Identity                   : Global
Description                :
AllowPrivateCalling        : True
AllowWebPSTNCalling        : True
AllowVoicemail             : UserOverride
AllowCallGroups            : True
AllowDelegation            : True
AllowCallForwardingToUser  : True
AllowCallForwardingToPhone : True
PreventTollBypass          : False
BusyOnBusyEnabledType      : Disabled
MusicOnHoldEnabledType     : Enabled

Additional notes

  • You might need to restart the Teams client after making any of these configuration changes.

  • If you recently updated any of the above criteria, you might need to wait a few hours for the client to receive the new settings.

  • If you still don't see the dial pad, check if there's a provisioning error by using the following command:

    Get-CsOnlineUser -Identity $user|Select UserValidationErrors

  • If it's been more than 24 hours and you're still seeing problems, contact Support.