TeamMate Connector
TeamMate Connector Troubleshooting
The VoIP Help Page Team·3 min read·Last updated: March 14, 2026
**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.
Related Articles
Was this article helpful?