Call2Teams - Customers
TABLE OF CONTENTS
- Synchronising Users
- Adding Users
- Users do not appear in the Add Users list.
- User Unlicensed - Yellow Warning Triangle
- Amending Users
- Incorrect Country Showing For User
- DirSync'd User
- The tenant for the selected user does not match the previously tenant selected
When you add the Teams Service to your account, you will have the option to Synchronise (sync) your users. This means that you will be able to synchronise with Office365 making it easy to build the list of users to be added to the account.
With this option disabled, you will need to manually enter each user.
You may see references to both 'Teams Phone' & 'Phone System'. Both relate to the same thing, the licence required to enable users to make use of Direct Routing. This is included in some plans or as an add-on to other plans.
Following a successful sync, a full list of users has been built in the background of the service. Users are not automatically shown on the Users page - instead they are available from the add users drop down menu.
No such drop down appears if users are to be entered manually.
Once users have been added it is a good idea to re-sync with Office365 to ensure any manual changes are pushed up to Office365.
Common Sync Issues
Issue: Users Not Appearing in the Add Users list
There are several reasons why users may not appear in the user list:
<00:00> GRAPH> Enabled users: total=15, licensed=13, phoneSystem=0, excludedByCallingPlan=0, resource=0 <00:00> GRAPH> Found 0 users with a Phone System licence (none have a Calling Plan)
<00:01> GRAPH> Enabled users: total=399, licensed=127, phoneSystem=108, excludedByCallingPlan=104, resource=0 <00:01> GRAPH> Found 108 users with a Phone System licence, of which 104 are excluded as they have a Calling Plan
<00:01> GRAPH> Applying filter for group 'bad-group-name': include 0 of 76 users <00:01> GRAPH> Enabled users: total=0, licensed=0, phoneSystem=0, excludedByCallingPlan=0, resource=0 <00:01> GRAPH> Found 0 users with a Phone System licence (none have a Calling Plan)
Issue: User Unlicensed - Yellow Warning Triangle
If the the number of user licences in the Call2Teams portal is lower than the number of configured users, then the User screen shows the following:
- A yellow warning triangle icon⚠️
- The message Licence Status: Unlicensed
This may be due to:
- A trial period ending
- Your licence provider has reduced the number of licences on your account
When the licence level is reduced below the configured user level, users are de-licensed at random.
This issue is not related to Microsoft 365 licencing, making changes there will not affect this.
- Purchase sufficient licenses to meet the number of users - contact your provider to have the licence level increased.
- Delete users
Any changes will automatically update other user's licence status.
Issue: Users showing unlicensed after Bulk Import
When users are imported using the bulk tool they may not be associated to a Teams user and will appear unlicensed.
Resolve this issue by using the Sync Now function to add the Teams users and perform the auto match function.
Users will only match if the email address in the import file matches the Teams user.
- Amend the email addresses in Microsoft 365, then run Sync Now on the portal
- Alternatively, edit the import file and re-run the import function.
- Important: Select update from the drop down menu on the import screen
- Otherwise, create a manual association between Teams users and imported users with the Edit User function, as shown below:
Updating and Amending User Details
You can update or amend many of the user details from the Users tab:
Issue: Incorrect Country Showing For User
The user may show the incorrect location.
This may affect outbound calling for the user.
Navigate to your Office 365 Admin Centre and go to Active users.
Find the affected user.
Amend the country registered against the user.
Once amended click the 'Sync Now' button on the portal - the system will import the updated settings from Microsoft 365.
It can take an hour or so for this change to fully register. Please wait at least 120 minutes before performing a fresh Sync in the Call2Teams portal.
Issue: DirSync'd User
When adding or reviewing Users in the portal, you may see the following:
The customer has an on-premise Active Directory and is using Microsoft DirSync to sync their users into their Office 365 Azure Active Directory.
If we detect this error when doing a Call2Teams sync then the system will display a message below the sync button.
The system also shows a message to indicate that the user is DirSync'd, as shown above, to aid in troubleshooting.
If any of those users have the msRTCSip-line attribute set in their on-premise Azure AD then we will be unable to apply a phone number using our background PowerShell script.
To resolve this, clear the msRTCSip-line attribute set in their on-premise Azure AD and run another sync to Office 365 Azure AD.
Issue: The tenant for the selected user does not match the previously tenant selected
The system displays the above error message when the Microsoft tenant you attempted to sync users from differs from the tenant used in a previous Sync.