After you step Teams Direct Routing and enable a user, when that user logs on to Teams, he/she will notice that the dial pad is missing (the dial pad is used to dial a PSTN number)
Usually, it takes 1 hour or more, and in some cases, up to 24 hours for the Dial Pad to appear after you have configured the user correctly:
Based on my experience, the following are possible reasons that make the dial pad disappear:
- The ports for SBC are not opened correctly
- One-to-one NATing is not implanted (In case you using NATing for the SBC)
- Baltimore CA is not trusted by the SBC
- Not using a supported public certificate provider
- The user is not enabled correctly for telephony (check below for enabling a user)
To enable telephony for a specific user use commands like the following:
Set-CsUser -Identity user1@example.com -OnPremLineURI “tel:+xxxxxxxxxxxxx;ext=xxxx” -EnterpriseVoiceEnabled $true -HostedVoiceMail $true
Grant-CsOnlineVoiceRoutingPolicy -PolicyName “Online_Voice_Routing_Policy_Name” -Identity user1@example.com
Grant-CsTeamsCallingPolicy -PolicyName AllowCalling -Identity user1@example.com
Grant-CsTenantDialPlan -Identity user1@example.com -PolicyName Tenant_Dial_Plan_Name
Grant-CsTeamsUpgradePolicy -PolicyName UpgradeToTeams -Identity user1@example.com (although it might work without this command)
Also, at any point you change Online Voice Routing Policy for a user, the dial pad disappears for a while
In short, the dial pad will appear if all the settings are correct, and you have waited enough time
The following image shows the dial pad
