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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Teams Dialer does not ...
Customer experience | Sales, Customer Insights,...
Answered

Teams Dialer does not show up for one of my colleagues

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Posted on by ez Jurgen 127

Dear Guru's

One of my colleagues does not see the phone icon, just under the teams chat function in D365 CE. He used to have it like all other users but just not with him.

I do not recall I changed any settings for him.

Where do you set the rights or settings individualy? He is able to use Teams voice in the Teams app itself, so it is not an issue with him not having a teams phone system lic or phone number assigned to him because that works. its just that he cannot make or take calls in D365 CE anymore.

I have the same question (0)
  • Suggested answer
    Naveen Ganeshe Profile Picture
    Naveen Ganeshe 3,397 User Group Leader on at

    Hello,

    The phone icon in Dynamics 365 CE (D365) under the Teams chat function is used to make or receive calls. If one of your colleagues is not able to see this icon, there could be a few reasons for this:

    1. The user does not have the necessary permissions to make or receive calls. Check if the user has been assigned the correct license and has the necessary permissions to use the telephone functionality in Dynamics 365 CE.

    2. The user is not associated with any phone numbers. In order to make or receive calls, the user must be associated with a phone number. Check that the user has a phone number assigned to them in their user record.

    3. The user is not using the latest version of Dynamics 365 CE. The phone icon feature might have been added in a recent update and the user may need to update the app.

    4. The user is logged in to D365 CE in a different tenant and the phone system is not enabled for that tenant.

    5. The user's device does not meet the system requirements for making or receiving calls. Check the requirements for the device and browser to see if the device meets the requirements.

    It is also worth checking that the phone system is enabled and configured properly, and that the user is logged into the same tenant in which the phone system is enabled.

  • ez Jurgen Profile Picture
    ez Jurgen 127 on at

    Hi Naveen,

    Thanks for the swift reply.

    As to your suggestions

    1+2. As stated in the initial question, the user is abel to make and receive calls with his own voice number in the teams app. so license and number assignment is correct.

    3. We are using the Saas version so everybody is on the same version in the webinterface (afaik).

    4. we only have one tenant and we all use the same one.

    5. the user has a wired and wireless headset. it worked before, just not now anymore.

    What I am looking for if the D365CE security roles have anything to do with it. he has sales app, customer service app, CS representative...

    Is there any security role that gives access to the dialer?

  • Verified answer
    Leco Lv Profile Picture
    Leco Lv on at

    Hi partner，

    Naveen provides a good point. If the feature worked before, it just doesn't work now. I think you need to contact Microsoft technical support to solve the problem for you. Rule out the possibility of bugs or known issues.

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