Applies To

Call2Teams - Customers


Attempting to Sync results in the following error message:

Setup partially complete, sync again in 2 minutes seconds. Office 365 is not ready

This message will show in the sync log.


The most common reason for this message is that the setup process cannot find a specified Gateway. 

The platform can see the domain, and is voice activated, but the PSTN gateway is not yet visible when attempting to set the voice routes.

This is due to a change not propagating through the Microsoft infrastructure - this situation happens intermittently and may take a few hours to complete.

The system waits 2.5 minutes before retrying. In most cases this resolves the issue.

This issue lies with the Microsoft Network and so cannot be escalated from the service provider.


If, after 24 hours, the issue has not resolved, please raise a ticket with Microsoft support.

NOTE: Some customers may need to wait up to 5 days for Microsoft to activate the domain.

To raise a support ticket, follow these steps:

  1. Search the Sync logs on the portal for the entry showing this error. Copy the details from the log as described below.
  2. Log in to the Microsoft 365 admin portal at 
  3. Navigate to the Admin icon
  4. On the left hand side menu bar select "Show All. The Support option will appear.
  5. Create a new support request with the following information:

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

Include the following information in the ticket: 
  • 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 ""
Substitute the xxxxxxxxxxxx.XXXXXXXX sections with the relevant text from the sync log.


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