Solved Teams/3CX integration working except for one user (mine!)

[MatthewO]

I have followed the guides to set up Teams integration with 3CX. I initially piloted with myself and another admin and it works normally for him and 'mostly' for me. He can do everything as expected, however where I can answer 3CX calls via Teams fine, I cannot make outbound calls (via 3CX) from Teams. I get the error "We couldn't complete the call" any time I call a 3CX extension or an outside number. I can make normal Teams to Teams calls ok.

I then added another group of users to the pilot and they all seem to be working OK, and it's still just my account that cannot make calls from Teams.

I have tried my account from multiple devices (android phone and windows desktop) but the result is always the same, inbound is fine but cant call out from teams (can call out via 3CX app). I've also removed my admin rights in 3CX (just in case) and re-run the user scripts. I have waited several days and it has not come right. I have signed out of teams and rebooted my devices. I've checked in Teams Admin portal and it has assigned me the same 3cx calling policy as the other users, so why am I different? My failed outbound attempts do not show in the call history of 3CX. Licensing and app rights in my 365 user have been checked and are the same as working users.

Any ideas on where I should look to fix this?

Thanks
Matthew

 

[NickD_3CX]

Hi Matthew!

I would suggest as a first step looking through our Teams FAQ document to go over all the settings, but would start with these:
https://www.3cx.com/docs/microsoft-teams-integration-faqs/#h.2vwcpcse4x7e
https://www.3cx.com/docs/microsoft-teams-integration-faqs/#h.4dm9u5zhjuda

If this still does not help, activate Verbose logging, then make a call from your Teams client to another 3CX extension that fails, then check the Activity Log and filter to see if there is any clue why it is being dropped/rejected.

 

[MatthewO]

Thanks for the reply,

I found the problem was caused by a setting in Teams Admin portal for my user account, under Users, [my user], Voice, the Outbound calling 'Dial-out settings for calling' was set to "Don't Allow". I changed it to "Any Destination", and then I was able to make outbound calls. Duh!

Anyway all seems to be working now. thanks for your help.

- Matthew

 

[Evolute IT]

Thanks for the reply,

I found the problem was caused by a setting in Teams Admin portal for my user account, under Users, [my user], Voice, the Outbound calling 'Dial-out settings for calling' was set to "Don't Allow". I changed it to "Any Destination", and then I was able to make outbound calls. Duh!

Anyway all seems to be working now. thanks for your help.

- Matthew

Glad you could figure it out! The recommendation is to reset every Teams calling settings to defaults before using the 3CX integration, but I think this may be a rare occurrence.

@StefanW Let's get that added to the FAQ with the others. It's a good one to know!

 

[NickD_3CX]

Thanks for the reply,

I found the problem was caused by a setting in Teams Admin portal for my user account, under Users, [my user], Voice, the Outbound calling 'Dial-out settings for calling' was set to "Don't Allow". I changed it to "Any Destination", and then I was able to make outbound calls. Duh!

Anyway all seems to be working now. thanks for your help.

- Matthew

Excellent!!!
Glad you found the source of the issue and sharing it with us!