---
title: "Why hasn't the Microsoft Teams Dialpad appeared?"
slug: "why-hasnt-the-microsoft-teams-dialpad-appeared"
updated: 2025-06-17T18:46:01Z
published: 2025-06-17T18:46:01Z
canonical: "kb.connecttoteams.com/why-hasnt-the-microsoft-teams-dialpad-appeared"
---

> ## 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.

# Why hasn't the Microsoft Teams Dialpad appeared?

## **Problem**

The Microsoft Teams user cannot make outbound calls because the dial pad in the **Calls screen** is missing but the s/he can receive inbound calls into Teams at the PBX number or extension.

## **Possible Solutions**

There are a few potential reasons for this which you should investigate:

1. Generally, [Microsoft does take time to propagate](/v1/docs/microsoft-slow-propagation). If you have waited under 24 hours Microsoft support will usually ask you to wait a full day and then confirm the missing dial-pad.
2. Logging out of MS Teams (and killing the Teams Application with the Windows Task Manager) and logging back in can sometimes make the dialpad appear faster.
3. Sometimes Microsoft can either block voice route propagation or the Voice Route is not associated with the PSTN Usage (outbound route) due to a time delay. The instructions to fix this issue appear below the heading **Instructions to Manually Set Voice route**.
4. **If you are using Azure Active Directory Sync** and you have added a Phone Number elsewhere in Microsoft Office the sync feature blocks correct Teams User provisioning. This article explains how to fix the problem.
5. If the Voice Route is properly set up you should consult and follow the steps in the [Microsoft Article “Dial pad is missing in Teams”](https://learn.microsoft.com/en-us/microsoftteams/dial-pad-configuration). If you have followed those steps and it still isn’t resolved please open a [support case with Microsoft](https://support.microsoft.com/en-us).

### **Instructions to Manually Set Voice route**

1. Navigate to **Voice routing policies** in the [Teams Admin Center](https://admin.teams.microsoft.com/dashboard).
2. The **Voice Routing policies screen should look like below**. Make sure the PSTN Usage and the Voice Routing policy say “TM_PBX_Unrestricted”. If you need to manually create and assign the PSTN Usage continue following these instructions. If the **PSTN usage record** DOES match the Voice Routing policy as below, please revisit the other possible solutions listed above.

![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image(92).png)
3. Select the **Add** button in **Voice routing policies** table.

![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image(93).png)
4. Fill out the information in the following order.

- Name **Voice routing policy** TM_PBX_Unrestricted
- Select **Add PSTN usage…** button
- Name the new PSTN usage record TM_PBX_Unrestricted and Select **Save and Apply**
- Select **Save**

1. To confirm TM_PBX_Unrestricted Voice route has its corresponding PSTN usage as TM_PBX_Unrestricted, Navigate to **Voice >> Direct Routing** and select the **Voice routes** tab within the **Teams Admin portal**. The TM_PBX_Unrestricted Voice route should be similar to the Voice route highlighted in the picture below.

![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image-J4WEV3K8.png)
  1. In the event that a TM_PBX_Unrestricted in not assigned to PSTNUsage you can manually assign by selecting the **Add** button.
  2. You will be directed to the **Add voice route** which you must fill out. ![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image(97).png) For reference, a completed **Add voice route** page would be similar to the picture shown below. ![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image-WFXQB3LD.png)

To complete the instructions for manually setting a voice route you need to [confirm that the User is assigned to this Voice Routing policy](/v1/docs/confirm-user-is-assigned-to-voicerouting-policy).

A voice route, also called gateway, refers to the configuration settings that determine how incoming and outgoing phone calls made through Microsoft Teams are directed to the appropriate phone number on the PSTN, essentially defining the path a call takes based on the dialed number. This is represented as a "online voice routing policy" within the Microsoft Teams Admin Center.