Troubleshooting Call Routing

This is a general guide on how to do some basic troubleshooting for the Microsoft Teams Direct Routing

General Steps

The below items can be used to troubleshoot majority of issues that you are observing with your Teams Direct Routing configuration.

• Confirm the number works from a known working source (e.g. Mobile phone, soft-phone, landline, etc)

• Confirm if you are able to reach a known working number (your mobile is always a good number to do a test call to)

• Confirm you can resolve the DNS Name of your Microsoft Teams Domain (you can view the domain name under the Domain settings of your tenant)

• Confirm whether the issue is isolated to just that specific user, or if everyone is affected

I am getting errors when calling outbound

First you need to confirm if the call is leaving the Microsoft Teams system and hitting our system, login to your Trunk management portal and check the call logs. If the calls are leaving Microsoft teams correctly you should see them appear in the call logs.

If you can't see anything login to admin.teams.microsoft.com and navigate to Analytics & Reports >> Usage. Once there select the report named PSTN and SMS (Preview) Usage , then select Last 7 Days and click Run Report. Once the report comes back click on DIRECT ROUTING at the top of the table, you should then be able to see your call logs. What you want to look at specifically is the columns named Final SIP Code Phrase, Final SIP Code and Event Type. Below is some explanations of what you might see in there.

• Event Type = Success, Final SIP Code = 200 - This means that the call was successfully established

• Final SIP Code Phrase = Fallback to LGW - This means that the call couldn't be routed via the Direct Routing and instead failed over to the Microsoft Teams Gateway

• Final SIP Code = 302 - This means the system attempted the call but failed to route the call correctly

You can find more explanations of the SIP Codes in the articles below:

List of SIP response codesWikipedia