Applies To

Call2Teams - Customers


A user wishes to update their number in the portal and in the Microsoft 365 tenant.


When a user is first created a number is entered as an identifier which is then synchronized with the Microsoft 365 tenant. If a number already exists on the Microsoft 365 tenant then the system will attempt to pull this in.


It is possible to amend the number associated with a user from the service portal, as a message is sent back to the Microsoft tenant to update Microsoft with the change.  

This is achieved through the User tab in the service portal:

A Sync will be required after updating the user and saving the amendment.

It can take Microsoft some time to propagate these changes and this should be allowed for before performing a sync - if a new sync is performed before Microsoft have completed the change, it is possible the original number could be read back into the portal, thereby overwriting the change.


Note: Always check the Microsoft 365 tenant for any change that has been applied. 

In some cases, customers may note the change has been applied to the Microsoft 365 tenant correctly whereas the old number appears on the service portal. 

This can usually be solved by removing the user from the portal, performing a sync and then re-adding them. This should pull the number associated with them in from the Microsoft Tenant.

In cases where Microsoft report a number in use, customer administrators may need to run the PowerShell command detailed in the link below in order to remove the number from the current user it is assigned to: 


If the issue persists it may be advisable to fully remove the user from the Microsoft 365 tenant and the service portal, re-synchronize, and then re-add the user afresh.


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