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Dynamics 365 Community / Forums / Small and medium business | Business Central, N... / Teams Direct Routing I...
Small and medium business | Business Central, N...
Suggested Answer

Teams Direct Routing Integration into D365 stopped working

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Posted on by NA-14081354-0 6
We teams direct and have a call centre team who use D365 Business Central. It has been working and before today if a supporter called then it would ring through in D365 and Teams so that the call could be answered in D365 with integration of the customer records. D365 dialling is working on direct extension but not for the call queue which our call centre team use. Our teams direct provider has confirmed that teams direct is working fine.
Is this a problem for anyone else? Or any ideas how to fix it?
 
Thanks,
Nigel
Categories:
Dynamics 365 Business Central
I have the same question (0)
  • Suggested answer
    Sohail Ahmed Profile Picture
    Sohail Ahmed 11,175 Super User 2026 Season 1 on at
    This issue usually happens when the call queue integration between Teams and D365 Business Central breaks due to recent changes or updates. To troubleshoot:
     
    1. Check Teams Call Queue Settings:
    Ensure the call queue is properly configured and assigned to the correct agents in Teams Admin Center.
     
     
    2. Verify D365 Business Central Connector:
    Confirm the Teams integration app or connector inside D365 BC is running and has proper permissions.
     
     
    3. Check Phone System Licenses:
    Make sure all users in the call queue have the correct Teams Phone System licenses assigned.
     
     
    4. Restart Services:
    Try restarting the Teams client, Business Central services, and any middleware or connectors in between.
     
     
    5. Review Recent Changes:
    Identify any recent updates or changes on Teams, D365 BC, or your direct routing provider that might affect call queues.
     
     
    6. Logs and Monitoring:
    Check Teams Direct Routing and D365 logs for errors related to call queues.
     
     
     
    If the issue persists, contact Microsoft support with details of your Teams Direct Routing setup and D365 integration.
     
    Mark the checkbox below if this answers your question.
     
     
  • Suggested answer
    DAnny3211 Profile Picture
    DAnny3211 11,421 Super User 2026 Season 1 on at

    Hi Nigel,

    It sounds like the Teams Direct Routing integration is partially working — direct extension dialing functions correctly, but calls from the call queue are no longer routing through to Dynamics 365 Business Central.

    Here are a few things to check:

    1. Call Queue Configuration in Teams Admin Center:

      • Ensure that the call queue is still configured to route calls to users with the correct Direct Routing policies.
      • Verify that the agents are still assigned to the queue and have valid Teams licenses.

    2. D365 Telephony Integration Settings:

      • Check if there have been any recent updates or changes to the telephony integration settings in Business Central.
      • Confirm that the integration still supports call queue routing and hasn’t been affected by a recent update.

    3. Connector or Middleware Logs:

      • If you're using a third-party connector or middleware between Teams and D365, review the logs for any errors or dropped events related to call queues.

    4. Microsoft 365 Compliance and Permissions:

      • Sometimes, permission changes or compliance policies can affect call routing. Ensure that all necessary permissions are intact.

    5. Recent Updates or Deprecations:

      • Check the Microsoft 365 Message Center or Dynamics 365 release notes for any changes that might have impacted this functionality.

    If everything checks out and the issue persists, I recommend opening a support ticket with Microsoft to investigate further.

    Please verify if this response was helpful.

    Best regards!

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