Applies To

Call2Teams - Customers


Synchronising Users

When adding the Teams Service to a customer account, administrators have the option to Synchronise (sync) their users. This means that they can synchronise with Office365, making it easy to build the list of users to be added to the account.


  • With this option disabled, administrators will need to manually enter each user.
  • References to both 'Teams Phone' & 'Phone System' are given. Both relate to the same thing, the license required to enable users to make use of Direct Routing. This is included in some plans or as an add-on to other plans.

Adding Users

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:

  • Users are not licensed
  • Users have a calling plan
  • An Active Directory group filter has been applied


Perform a debug sync to provide greater diagnostics. 

A debug sync is performed by holding ALT+SHIFT when clicking the Sync Now button.

View the most recent Sync history from the drop down menu on the right of the Sync Now button:

Issue: Users not licensed


If information like this appears in the sync log (highlighted in bold text):

<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)

Then no users have the correct Microsoft licenses for the Teams service.

Refer to this article regarding Microsoft user licencing:

What microsoft licences do i need

For testing and quick setup, apply the Common Area Phone free trial to users:

Issue: Users with calling plans are excluded from the Sync Now process


Microsoft provides phone numbers and minutes under the term Calling plan. These calling plans are not needed for the service, and can cause issues with adding users during the Sync Now process.

If information like this appears in the sync log (highlighted in bold text):

<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

Then this is why the users do not appear in the Add User list.


We advise checking the user's license on Office 365 and removing the 'Calling Plan' (this may say Domestic or International) then running Sync Now again.


Users with 'Communications Credit' added to their account, have same effect as being on a calling plan. 
This should be removed to make the user appear in the Add Users list.
Access the underlined license shown in the screenshot (in the Office 365 portal) for the affected users:


If said Calling Plan is not shown in this list then it may be part of a bundle SKU. This sits in the Apps list lower down in the Office 365 window, as shown below:

Remove the Calling Plan, then click Sync Now on the portal to add these users, and continue setup.

Issue: An Active Directory group filter has been applied


Navigate to the Teams service tab. 

Click Show Advanced Options.

In this section there is an option to restrict the scope of users that are synchronized into the portal to those that are members of a specific Active Directory group.

If information like this appears in the sync log (highlighted in bold text):

<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)

Then no users will be synchronized into the Add User list as the Active Directory group has no users or does not exist. 

Resolve this by deleting the reference to the group from the field, then click the Sync Now button.

Issue: User Unlicensed - Yellow Warning Triangle


If the the number of user licenses 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 License Status: Unlicensed 

This may be due to:

  • A trial period ending 
  • The license provider has reduced the number of licenses on the account

When the license 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 the license provider to have the license level increased.
  • Delete users 

Any changes will automatically update other user's license 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

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 the 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, the following message may appear:


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 selected tenant


The system displays the above error message when the Microsoft tenant which attempted to sync users from differs from the tenant used in a previous Sync.


If trying to sync users from a different tenant, first disable Sync in Call2Teams

Log in to the correct MS365 account for the tenant, then run Sync.