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

Troubleshooting restricted telephony in MS Teams with sipgate - step-by-step instructions for resolving the issue.

This article explains procedure for various error messages in the in connection with MS Teams explained. 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 integration online

Affects both incoming and outgoing telephony. First, you should check the registered devices on the affected user's extension.

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

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

• Also check by clicking on the gear icon which devices are listed. Further 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 not listed:

  • Please write to [e-mail], 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

Compare phone numbers

Affects both incoming and outgoing telephony.

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

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

• Further information can be found in the video Compare phone numbers

3

Check routing policy

Affects outgoing telephony.

• Open the User profile in the MS Teams Admin Center

• Select Policies

• Check which VoIP routing policy is set.

  Note: When integrated with sipgate, it should also be named this way

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

4

Exclude call forwarding

Affects incoming telephony.

• Check the forwarding settings of the user in the sipgate portal Further 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 Further information can be found in the video Check forwarding in the MS Teams Admin