My outbound team call from my account does not get through

Question

My outbound team call from my account does not get through

solange pivan-petit-galland 20

I have a set account and all requests of call from my account to someone else does not get through.

My message gets through and receive inbound call without issues.

I try to setup a new account with different email address and I could call out people (so, it is not the device)

Any advice on my main account?

solange pivan-petit-galland 20 Reputation points

2026-06-08T02:01:21.02+00:00

Help I do not understand the AI proposal

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solange pivan-petit-galland 20 Reputation points

2026-06-08T02:01:21.02+00:00

Help I do not understand the AI proposal

Answer 1

Vivian-HT 17,900 Microsoft External Staff Moderator

Dear @solange pivan-petit-galland

I understand how frustrating it is when outbound calls are not working while everything else seems fine. In this case, you might experience various issues when you use Direct Routing to make outbound calls from a Microsoft Teams client to a Session Border Controller (SBC). These issues include the following:

An incorrect caller ID is displayed to the call recipient.
A connection to the SBC is not established.
Some users in a tenant are unable to make calls.
No users in a tenant are able to make calls.

This article discusses potential causes of these issues and provides resolutions that you can try. For reference, please refer to: Issues that affect outbound direct routing calls

If the above solutions don't work, to better identify the root cause, could you please help confirm a few details about your issue?

First, could you clarify whether the issue occurs when calling internal Teams users, external Teams users, or phone numbers?‌
When you attempt to place a call, what exactly happens? Does the call fail immediately, does it attempt to dial and then disconnect, or do you receive any error message? If possible, please provide a screenshot of error message to help me diagnose the issue more effectively.
Since you mentioned that another account works on the same device, could you confirm whether both accounts are in the same organization and whether they have similar licenses or phone number assignments?
Whether you can see a dial pad in your Teams application under the Calls section.

In the meantime, here are these troubleshooting steps you can try:

Step 1: Sign out and log back in: This will refresh your account linking and may resolve the issue.

Step 2: Clear Teams cache. For reference: Clear the Teams client cache

Step 3: If the problem persists, try completely uninstalling and reinstalling it.

Uninstall first: Uninstall Microsoft Teams
Then reinstall: Download Microsoft Teams Desktop and Mobile Apps | Microsoft Team

Note: Please understand that as a forum moderator, my role is to provide general guidance and troubleshooting support. I don’t have access to internal systems or backend tools, and I appreciate your understanding of these limits.

I hope the information shared helps point you in the right direction. Please try the steps above and let me know if they work. If not, we can continue working together to narrow this down.

The first response may not always resolve the issue right away, but with your help and more details, we can work toward a solution.

Thank you for your patience and understanding. I'm looking forward for your reply.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

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solange pivan-petit-galland 20 Reputation points

2026-06-08T02:36:18.92+00:00

Hi, thank you for jumping in.

I am calling 2 internal team users. They can call each other fine. I can't reach out to any of them with my account.

Attempt to dial and a message said systematically "we couldn't connect the call" " the call to x didn't go through.try sending them a message instead.

Message can get through without issues.

I uninstalled my team account and installed a new one with different address. Call could get through without issue (so not my device)

I uninstalled team reinstalled several times and still the same issue remain.

I have a Microsoft 365 personal account.

I try on different support (phone tablet computer, desktop app and using Chrome)
solange pivan-petit-galland 20 Reputation points

2026-06-08T02:38:49.1666667+00:00

I click on camera or phone inside the app
Vivian-HT 17,900 Reputation points Microsoft External Staff Moderator

2026-06-08T03:06:10.5866667+00:00

Dear @solange pivan-petit-galland

Thank you for the detailed information. According to your description, since you are using a Microsoft 365 Personal account, when interacting with users in an organization (work/school tenant), Teams typically allows chat but may restrict calling for external/personal accounts.

In this case, firstly, I recommend trying to sign in with a work or school account from the same organization.

Microsoft Teams separates personal and work/school accounts for security reasons. As a result, one-to-one calling between a personal Microsoft account (for example, @outlook.com) and users in a work or school organization is often restricted, even though chat is allowed

Moreover, could you please confirm exactly what subscription name your account is using? And what is the account you cannot reach out to your team user (is it a personal account or business account)?

If you are using business account, I recommend you reach out to your IT Admin to help you reviewing the subscription, calling plan, outbound permissions, and credits in the Teams Admin Center.

For more information and some troubleshooting steps I recommend you check again: Teams error We couldn't connect the call [Fix]

Disclaimer: This link is shared by community members for your convenience. It points to a third-party site that is not managed or verified by Microsoft. We can’t guarantee the quality, safety, or suitability of any content or software found there. Please review carefully and make sure you understand any potential risks before using it.

Thank you for your patience and understanding. I'm looking forward for your reply.
solange pivan-petit-galland 20 Reputation points

2026-06-08T04:34:56.89+00:00

Hi,

Thank you for your answer.

I would like to confirm the following:

My personnal Microsoft account is based on my Gmail address and not attached to any school or work organisation.

The individuals I am contacting have as well personnal account not attached to any school or organisation.

We have accepted chat request on each account.

My name account/subscription is [Moderator note: Personally Identifiable Information removed]@gmail.com
Vivian-HT 17,900 Reputation points Microsoft External Staff Moderator

2026-06-08T06:22:49.82+00:00

Dear @solange pivan-petit-galland

Thank you for your patience and for going through all the troubleshooting steps, I really appreciate your effort in checking everything thoroughly.

Since you have already verified the settings, tested on multiple devices, and confirmed that another account works, this indicates that the issue is most likely related to your account at the service level.

At this stage, I recommend that you create a support ticket with Microsoft Support so the Microsoft Teams support team can perform a deeper backend investigation on your account configuration.

Here's the Microsoft Official Support site, please go to this link: https://support.microsoft.com/en-us/contactus and Microsoft Teams Free help

Or you can visit this link and fill out the form here: One Customer Connector

Thank you for your patience and understanding. I'm looking forward for your update.

Note: Please understand that as a forum moderator, my role is to provide general guidance and troubleshooting support. I don’t have access to internal systems or backend tools, and I appreciate your understanding of these limits.