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Sellers can't make a phone call to a PSTN number

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This article provides resolutions for an issue where a seller can't make a phone call to a Public Switched Telephone Network (PSTN) number using Microsoft Teams dialer.

Symptoms

As a seller, when you use Microsoft Teams for desktop or Microsoft Teams on the web, one of the following issues occur:

  • You can't make a phone call to a PSTN number through Microsoft Teams dialer, and you receive the following error message:

    Something went wrong
    Make sure the record has a valid phone number and try again.

    Screenshot that shows the error that occurs when a seller can't make a phone call to a PSTN number.

  • There's no work number displayed in Microsoft Teams.

    Screenshot that shows where the work number should be displayed in Microsoft Teams.

Cause 1: The seller doesn't have a Teams license or phone number assigned

Resolution

To resolve this issue, assign Teams add-on licenses to users or assign a phone number for a user.

Cause 2: Cached browsing data

Resolution

To resolve this issue, follow the Microsoft Teams dialer basic troubleshooting steps.