TeamMate Connector Troubleshooting
Written by Marissa Orsini
Updated at March 11th, 2025
Scope
This document will show some of the common issues encountered when setting up and using TeamMate Connector and how to fix them.
Requirements
- Access to TeamMate EPP.
- Access to Microsoft Admin Center.
| Situation | Problem | Solution |
|---|---|---|
| TeamMate is blocking User provisioning. | Wrong Microsoft Licenses | Confirm the licenses on the users are supported. |
| Other attempts at calling from Teams were demoed or used. | Previous Direct Routing is active | Follow Delete Previous Direct Routing |
| TeamMate is refusing Microsoft Users to log in to EPP. | Wrong Microsoft Credentials | Confirm MS Users ‘Roles’ and that you don’t have a cached login |
| Registration to PBX not working. | Wrong PBX info or Wrong User info (SIP password) | Confirm PBX info and User info |
| TeamMate is trying to register to the PBX but can’t. | No device on the PBX to register the Teams softphone | Add a PBX device |
| Many enterprises block unknown API or direct communications. TeamMate needs to be a trusted communicator | Security blocks in place on Microsoft or network | Enterprise unblock communications |
| Things aren’t showing up in Microsoft Teams properly. | Slow Microsoft provisioning | Wait |
| Enterprise/Teams Admin has altered settings in Teams Admin>Voice. | Strange digits when dialing (i.e. +1 in front of everything) | Check global settings in MS and fix |
| I can’t dial extensions on my PBX. | Normalization Rule has been altered | In Teams>Voice>Dialplans Microsoft has instructions on how to handle digit input managed via Normalization Rule |
| Unable to log in on initial enterprise registration | Microsoft Office 365 tenant was created incompletely | Follow Login Error Upon Initial Enterprise Registration |
| User service showing Teams calling not activated | Backend provisioning incomplete on TeamMate | Delete extension (not user) from the portal and recreate. Then re-add user in TeamMate portal followed by a resync. |
| Need to sync users to update changes | Portal not showing sync button | Click on any user under the Action button, click on disable calling. Please wait for it to finish syncing, then enable calling back for the user. This forces a resync for all users. |
In the case, you are unable to solve an issue please contact vendor support.