Applies To

Call2Teams - Customers


If you see this error message: Setup partially complete, sync again in 2 minutes seconds. Office 365 is not ready, then review the Sync Log for more details. The most common reason for this message is that the setup process cannot find specified Gateway and this message will show in the log.

Explanation of Behaviour

If this is the case then the platform can see the domain and is voice activated, but the PSTN gateway is not yet visible when setting the voice routes, The system will normally sleep 2.5 mins before checking again which normally proves to be successful.The primary cause is that the change is not propagating readily through the Microsoft infrastructure. This situation happens from time to time and may take a few hours to complete. Unfortunately we have no control over the Microsoft Network. Please come back later and click the Sync Now button again. 


If you've waited 24 hours and is not resolved, please escalate to Microsoft.

NOTE: We have seen some customers having to wait up to 5 days for Microsoft to activate the domain. This is an entirely unsatisfactory situation but we are powerless to influence this.

This is a delay on Microsoft's side, but as it's been more than 24 hours  you should log it with the support service of Microsoft 365. Below we've prescribed some text to send if that helps:

  • To do this,log in to the Microsoft 365 admin portal at 
  • Go to the Admin icon
  • On the left hand side menu bar select "Show All" and the Support option will show,
  • Create a support request  

Subject: ‎Issue using Skype for Business Powershell to set up Teams Direct Routing. Error: Cannot find specified Gateway 

This is the information they will need to log: 
  • This is an issue using Skype for Business Powershell to set up Teams Direct Routing. 
  • The environment is multi-tenant, so the PSTN Gateways are defined on the carrier tenant and not in the customer tenant. 
  • The PSTN Gateways listed below are domains on the customer tenant that have been validated and appear in the 'DomainUrlMap' property of 'Get-CsTenant'.  

The command that is failing is: 

New-CsOnlineVoiceRoute -Name "Call2Teams-USE0" -OnlinePstnGatewayList -OnlinePstnUsages Call2Teams-USE -Priority "0" -NumberPattern ".*"
Cannot find specified Gateway ""
(You will need to substitute the xxxxxxxxxxxx.XXXXXXXX fields with the specific text from your sync log)


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