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Teams Phone or voicemail not working

Calls do not go out, external callers cannot reach you, or voicemails are missing. License and calling plan are the most common pitfalls.

Last verified:

Affected systems

windows macos ios android web

Quick fixes

  • Check license status: Teams Phone Standard / Calling Plan
  • Phone number assigned in admin center?
  • Set up voicemail in call settings

Teams Phone needs license AND plan

Teams Phone is an add-on. For calls to actually go out, you need:

  1. Teams Phone Standard (license) - formerly “Phone System”
  2. Calling Plan - either from Microsoft (Microsoft Calling Plan), Direct Routing (own SIP trunks), or Operator Connect (carrier contract)
  3. Phone number assigned to your account

If only Teams Phone Standard is assigned without a calling plan, internal calls (Teams-to-Teams) work, but no external.

Check status on myaccount

At https://myaccount.microsoft.com under “Subscriptions” / “Licenses” see what is assigned. If “Teams Phone” or “Calling Plan” is missing, that is the cause.

Phone number

In the Teams client under profile → Settings → Calls your number should be displayed. If “No number assigned” is shown, IT must assign one in the Teams admin center.

Set up voicemail

After initial config you must actively configure voicemail:

  1. Teams → profile → Settings → Calls
  2. Find the voicemail section
  3. Record a greeting or type a text
  4. Define forwarding rules

Without a greeting voicemail does not engage, callers hear a click or default text.

External callers hear busy

Common causes:

  • You are in DND status - calls are rejected instead of routed to voicemail
  • Call forwarding points to an invalid number
  • Phone number is stored in wrong format (E.164)

Check call forwarding in call settings.