Microsoft Teams has revolutionized the way teams collaborate, offering a unified platform for messaging, video calls, and telephony.
However, users may encounter a strange problem – the disappearance of the dial pad, even with the right license and phone number assigned.
I once witnessed this scenario during a teams phone migration and after some time troubleshooting i got to the root of the problem, which is descriped in step 4 of the following guide.
This short blog should help you to get a solution or at least a bit less confusion in this scenario.
Understanding the Basics:
Before delving into the troubleshooting steps, let’s review the fundamental components involved in enabling telephony features within Microsoft Teams:
- License Assignment:
- Ensure that the user in question has been assigned the appropriate calling plan license. Without the proper license, users may not have access to telephony features.
- Ensure that the user in question has been assigned the appropriate calling plan license. Without the proper license, users may not have access to telephony features.
- Phone Number Assignment:
- Confirm that each user has been assigned a valid and active phone number within the Microsoft Teams admin portal. A missing or incorrectly assigned number can lead to unexpected issues.
Troubleshooting the Missing Dial Pad:
Step 1: Verify Licensing
Start by confirming that the user has the correct licensing assigned. Navigate to the Microsoft 365 admin center, locate the user, and ensure they have the necessary Teams Calling Plan license activated.
Step 2: Validate Phone Number Assignment
Check if the user has been assigned a valid and active phone number. Go to the Teams admin center, select “Users,” and verify that the user’s phone number is correctly assigned.
Step 3: Clear Cache and Sign-In again
Sometimes, issues can be related to cached data. Instruct users to clear their Teams cache and sign in again. This can be done by going to Settings > Privacy > Clear Cache within the Teams application.
Step 4: Check the RegistrarPool Value
When a user has been assigned a license and a phone number, the registrarpool value gets created in the user object.
The Value can be checked with the follwoing powershell commands.
#First install the Microsoft Tems Powershell Module
Install-Module MicrosoftTeams
#Connect to Teams with an M365 Admin Account
Connect-MicrosoftTeams
#Get the UPN and registrarpool value from all users in the tenant
Get-CsOnlineUser | select userprincipalname,registratpool
#For a specific user use this command:
Get-CsOnlineUser -Identity "UPN" | Select userprincipalname,registratpool
The desired output for the Registrarpool value should be: “RegistrarPool: Teams”
If the value is not teams or more precisely not present or empty, then theres something wrong in the configuration.
Sadly we as customers are not able to solve this by ourselfes.
Therefore it’s time to contact microsoft teams support regarding this issue.
Best is to describe that the license and number is correctly assigned but the registrarpool is empty or wrong.
That should help them to fix it a bit faster.
I hope this short blog post helps, when you encounter a missing dial pad.
Thanks for reading and happy migration!