---
title: "Calls are Failing"
slug: "calls-are-failing"
updated: 2026-08-03T20:46:52Z
published: 2026-08-03T20:46:52Z
canonical: "kb.connecttoteams.com/calls-are-failing"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://kb.connecttoteams.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Calls are Failing

If calls are failing for the entire organization, start in the Microsoft Admin Center:

1. Check Direct Routing common troubleshooting steps
2. Ensure Microsoft Domestic Calling Plan is not in use. The steps are listed in [this article](/v1/docs/ensure-microsoft-calling-plan-is-removed).
3. Ensure all of ConnecttoTeams' IP addresses are whitelisted. The IP addresses are listed in [this article](/v1/docs/add-ips-to-your-white-list-trusted-traffic).

If calls are only failing for a particular user, start in the Teams Admin Center:

1. Check the Voice Route Policy for the PSTN Usage for the correct policy
2. Check the VR and verify if the DR domain is present or not. ![](https://cdn.elev.io/file/uploads/W739gsaACCPbBBGg0bIHxyWXQN9NNUZ0gqg49ieX4TY/o2sjI9tfqCJR8LHRBIEqD3IShaY5Al5uS6YSmRiuqSY/1704301120577-iu4.png)
3. Check the User’s phone number. Make sure the User’s phone number appears in the proper format and is the correct number that we expect the user to have. ![](https://cdn.elev.io/file/uploads/W739gsaACCPbBBGg0bIHxyWXQN9NNUZ0gqg49ieX4TY/ApKNjnASYtBbar8OfGninNxcAIuUve3O7kHvCuCWvpQ/1704301376412-898.png)
4. Check the User’s policy and verify if it is the correct policy.

![](https://cdn.elev.io/file/uploads/W739gsaACCPbBBGg0bIHxyWXQN9NNUZ0gqg49ieX4TY/VcFEXmYsTf2EYsJIyc9YMM4Ki22GBWTzPT4mv3X3kBg/teams%20user-mhY.png)

![](https://cdn.elev.io/file/uploads/W739gsaACCPbBBGg0bIHxyWXQN9NNUZ0gqg49ieX4TY/dOcufWI-PM2UyGDY3DEaSIAppbLhps6bxPMOg-diWv0/1704301716758-udE.png)

After completing those steps, if the issue persists please open a support ticket.