What should I do if telephony is restricted in MS Teams?

Troubleshooting restricted telephony in MS Teams with sipgate – step-by-step guide to solving the problem.

This article explains the procedure for various error messages in the in connection with MS Teams . A uniform approach is often easier to implement than creating different scenarios with separate case distinctions for each situation. If telephony in MS Teams is restricted, please follow these steps:

1

Check online integration

Affects both inbound and outbound telephony. First, you should check the registered devices on the affected extension of the user.

• To do this, log in to sipgate and navigate to user

• Click on the affected extension and check under Logged-in deviceswhether devices are registered there.

• Also check by clicking on the gear icon which devices are listed. More information can be found in the video Check logged-in devices

• If no devices are registered or if the logged-in devices NOT "GILAWA DR-SBC GW" is listed:

  • Please write to [email protected]that the MS Teams integration is not online.

  • Please include the affected user, your customer number, and a callback number, preferably a mobile number.

  • Wait for a response.

  • If that worked, continue with the next step.

2

Match phone numbers

Affects both inbound and outbound telephony.

• Match the Phone numbers of the user in the sipgate profile with the user's phone number in your Office tenant . You can also check the required license in the Office tenant directly.

• Also check the numbers for typos, because a connection can only be established with identical phone numbers.

• More information can be found in the video Match phone numbers

3

Check routing policy

Affects outbound telephony.

• Open the User profile in the MS Teams Admin Center

• Select Policies

• Check which VoIP routing policy is set.

  Note: For the integration with sipgate, it should also be named this way

• More information can be found in the video: Check routing policy

4

Exclude call forwarding

Affects inbound telephony.

• Check the Forwarding settings of the user in the sipgate portal More information can be found in the article How do I set up call forwarding?

• Check the Forwarding settings of the user in the Office tenant More information can be found in the video Check forwarding in the MS Teams Admin Center