Introduction
After completing the Qaller Teams setup, the Teams dialpad typically appears within 1 hour. If a user still doesn't see it after that, this guide walks you through the most common causes and how to fix them.
Step 1 — Ask the User to Sign Out and Back In
Before checking anything on the back end, ask the user to sign out and back in to the Teams desktop app. Microsoft Teams caches configuration data locally, and a fresh sign-in forces it to pull the latest settings.
Have the user click their profile picture in Teams and select Sign out.
Sign back in and wait a minute.
Check whether the dialpad is now visible under Calls in the left navigation.
If the dialpad is still missing, continue to the next step.
Step 2 — Verify the Microsoft Teams Phone System License
The dialpad will not appear if the user does not have an active Microsoft Teams Phone System license assigned to them.
Log in to the Microsoft 365 Admin Center at admin.microsoft.com.
Go to Users → Active Users.
Find the user and click their name.
Select the Licenses and apps tab.
Confirm that a Teams Phone System license (or a Microsoft 365 plan that includes it) is assigned and active.
Step 3 — Verify the DID Assignment in Qaller Teams
If the license is in place, check whether the user has been correctly assigned a phone number in the Qaller Teams portal.
Log in to https://portal.qallerteams.com.
Navigate to Enterprises, click the customer's name, then click the three dots on the yellow card and select Access account.
Go to Services and open the customer's service.
Scroll down to the MS Teams Users section.
Find the user and confirm that a DID (phone number) is shown in their row.
If no DID is assigned, assign one now and then proceed to Step 4 to trigger a sync.
Step 4 — Check That the Sync Was Triggered
Even if everything is configured correctly, the dialpad will not appear until the configuration has been synced to Microsoft. Check whether the Sync on Microsoft Teams button was clicked after assigning the DID.
In the customer's service page in Qaller Teams, click Sync on Microsoft Teams.
Wait a few minutes, then ask the user to sign out and back in to Teams.
Still Not Resolved?
If you've worked through all the steps above and the dialpad is still not showing after 8 hours, please submit a support ticket with the following information:
The customer name and tenant domain
The affected user(s)
Which steps you've already completed
A screenshot of the user's MS Teams Calling Page