So, this is a shout out to those admins that use the Teams AutoAttendant feature.
We did see a configuration, where the menu options were being set to dial external PSTN numbers. Some were working, some were not.
What is going on there then?
Ok well this was strange. An AutoAttendant was configured to take inbound calls. Then to give the caller the options to redirect the call to an appropriate department. The issue was that certain external PSTN numbers did not work. Internal numbers (i.e. Teams users & groups) worked aok, not a problem.
For example, if you look at the screenshot below there are three options available. The first and second ones work ok. Its the third one that does not work.
Figuring it all out, the first number was working because the Direct Routing engine was involved AND the resource account had a OnlineVoiceRouting Policy. The second one worked aok, because Teams was doing a RNL and then forwarding that call to a user with that EV number.
The third one didn’t. To fix it we just copied what made the first number work. Because we had Direct Routing involved, we need to add a OnlineVoiceRouting policy. Have a look here.
So, the online voice routing policy was applied. The customer had to wait for the change to go through, but that wasn’t too bad.
The number started to work after that.
It seems the lesson is, to follow all the steps in any instructions to setup anything. Also to double check if you have a working environment, have a look there too.
