Unable to Dial Internationally from Teams

This page details how to fix international dialling from Microsoft Teams when using Teams Direct Routing with Hosted Network.

This guide will walk you through fixing International calling with Teams Direct Routing within your Microsoft Office 365 Tenant. This guide does assume you have some experience with the Microsoft Teams infrastructure and general experience with Windows Powershell.

Prerequisites

As mentioned the guide assumes you have a basic knowledge of Microsoft Teams and Windows Powershell. You will need Admin access to the Microsoft Tenant in order to complete the Domain Setup and configuration of Teams Direct Routing.

In summary, to complete this guide you will need the below:

• Administrator access to Microsoft Tenant

• General knowledge of Microsoft Teams and Windows Powershell

• Ability to install Skype for Business Powershell plugin: https://www.microsoft.com/en-au/download/details.aspx?id=39366

Fixing International Calling

The most common reason the international calling will fail to function correctly is due to a native route Microsoft adds into the Teams Voice routing. By default, it pushes everything starting with "+1" through their local gateway.

If you aren't using a dialling plan with Teams directly (Not Direct Routing) then this will fail every time as it has nowhere to route to.

You can fix this by doing the below:

Step 1: Connect to your Teams Tenant

You will need to connect to your Teams Tenant via PowerShell using the below commands (please ensure you've installed the Skype for Business plugin mentioned above)

Import-Module SkypeOnlineConnector
$sfbSession = New-CsOnlineSession
Import-PSSession $sfbSession

You can confirm if you've successfully connected by running the below command to get your Teams users and display some information:

Get-CsOnlineUser | select DisplayName,SipAddress,LineURI

Step 2: Adjust the Voice routes in Teams

Now that you are connected you can adjust the voice routes, use the command below to show all the current voice routes in place. You should have a few pointing to a ".teams.mhn.cloud" address.

Get-CsOnlineVoiceRoute

At the top of the list you should see an entry with the "Identity" of LocalRoute, this is the route we want to remove and replace with one that pushes it over the Teams Direct Routing.

Run the below commands to delete the route and create a new one:

NOTE: make sure to replace the <domain> section in the second line with the domain for your tenant. E.g. Contoso Groups domain is "contoso.teams.mhn.cloud"

Remove-CsOnlineVoiceRoute -identity LocalRoute
New-CsOnlineVoiceRoute -Identity "International-CatchAll" -NumberPattern "^(\+[0-9](.*))$" -OnlinePstnGatewayList <domain>.teams.mhn.cloud -Priority 1 -OnlinePstnUsages “Australia”

The new Voice routes should apply immediately, you can give it a test by placing a call outbound to any international number. If you are still encountering issues please log a ticket with Hosted Network support so we can check the voice routes on our end (Some customers require slightly different routing).

You can contact support at [email protected] or call us on 1300-781-148.

Please log a ticket prior to calling, this will speed up resolution times for the issue as we may require some information in writing in order to investigate the issue.