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Microsoft Teams Calls Not Ringing on Incoming Calls [FIXED]

Microsoft Teams has a call feature that lets users call each other but, it also has a more advanced call feature that allows users to make and receive calls from actual phone numbers. However, this feature isn’t available to free users and it isn’t easy to set up either.

Microsoft Teams calls not ringing

To work, the incoming calls feature needs to be set up correctly. Often, because it hasn’t been configured the right way, calls don’t come through.

1. Check license type

Microsoft Teams calls is an Enterprise feature. To be precise, it’s an E5 feature and there are two distinct E5 licenses that can be bought; one with Audio Conferencing, and one without Audio Conferencing.

  1. Log into the Microsoft 365 admin center.
  2. In the column on the left, expand Billing.
  3. Select Purchase services and check which E5 license you’ve bought.

Microsoft Teams Calls Not Ringing

2. Check license assignment

You may have the right E5 license but it has to be assigned to a team member so they can receive calls. If a particular team member is unable to receive calls, you may not have allocated them the right E5 license.

  1. Open the Microsoft 365 admin center.
  2. Expand Users in the column on the left.
  3. Select Active Users.
  4. Select the user who is unable to receive calls.
  5. Click ‘Manage product licenses’ at the top.
  6. Select and assign the E5 license to the user, and save the change.

Note: An assigned license can take 24-hours to activate.

3. Check quite hours on mobile app

The Microsoft Teams mobile apps have their own quiet hours setting. This setting isn’t available on the desktop client. That said, those settings do apply to your account and may be keeping notifications from being delivered.

  1. Open the Microsoft Teams app on your phone.
  2. Tap the hamburger icon at the top left.
  3. Select Settings.
  4. Go to Notifications>Quiet Hours.
  5. Turn Quiet Hours off, or change them to a time when you aren’t expecting a call.

4. Check blocked numbers

Like Quiet Hours, users can block numbers on the Microsoft Teams’ mobile apps. Again, these settings aren’t available on the desktop or web clients but they can affect the calls you’re trying to receive/answer on the desktop.

  1. Open the Microsoft Teams app on your phone.
  2. Tap the hamburger icon at the top left.
  3. Select Settings.
  4. Select Calling.
  5. Go to Blocked numbers.
  6. Make sure the number you’re trying to receive calls from isn’t blocked. If it is, unblock it.

5. Update Microsoft Teams

Calls may be blocked if the Microsoft Teams app isn’t up to date.

  1. Open the Microsoft Teams app.
  2. Click your profile picture at the top right.
  3. Select ‘Check for updates’.
  4. Microsoft Teams will download any available updates.
  5. Quit and run the app again.

Conclusion

Calls between team members are easy to set up, in fact, there isn’t much to set up. All you need is to have the member added to your team. For agent calls or calls that come through automated agents, it’s far more complicated. Review your set up and double-check what permissions and licenses are set for users.

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