From time to time, particularly where a user has previously used calling plans with Microsoft or Skype for Business on-premises in a Dirsync environment, you may need to investigate the configuration of an enterprise voice user in 365 and return the details to VIA.
This is usually the case if a new user has not received the dial-pad in Teams as expected.
The configuration a user should have is listed here in the final column.
To do this, we'll use PowerShell. You'll need the Skype for Business Online Powershell Module. You can download this here:
We'll need to connect to the Skype for Business Online PowerShell module (despite the issue residing in Teams).
Find PowerShell from the Start menu, right-click, run as administrator.
Copy and paste the following, replacing the bold text with your domain:
$sfbSession = New-CsOnlineSession -OverrideAdminDomain yourdomain.onmicrosoft.com
If prompted, type Y and press enter.
After a moment, you'll be prompted with a sign-in box. Complete the details with O365 administrator account credentials.
Once back in PowerShell, we'll return the config for the user in question and output to a text file in a location you can save to. You'll need to replace the bold with the username of the user in question, and then the underlined output file path to a location you can save to:
get-csonlineuser -identity firstname.lastname@example.org >C:\temp\psoutput.txt
You'll get a set of results in a text file saved to that location, which you should upload to your support ticket using the VIA Portal. If VIA finds that there are settings which don't match the type needed for enablement of Direct Routing, it may be that VIA can offer assistance in changing this, otherwise, VIA will advise to log a support ticket with O365 support highlighting the difference, and the requirement, seeking further assistance from MSFT.