Restore an Inactive Microsoft Teams Toll-Free Number

Overview

A toll-free number assigned to Microsoft Teams may stop working even though the phone number still appears in the Teams Admin Center.

This can affect toll-free numbers assigned to:

• Auto attendants
• Call queues
• Resource accounts
• Voice applications

A toll-free number requires more than assigning the number to a resource account. Incoming calls to toll-free numbers are charged per minute, so an active billing method must also be available.

This guide explains what administrators should verify when a Microsoft Teams toll-free number becomes inactive or stops receiving calls.

In this article

• 1. Confirm the Phone Number Status 
• 2. Verify the Resource Account 
• 3. Verify the Resource Account License 
• 4. Verify Toll-Free Billing 
• 5. Check Communication Credits 
• 6. Check Pay-As-You-Go or Consumption Billing 
• 7. Verify the Auto Attendant or Call Queue 
• 8. Test the Toll-Free Number 
• 9. The Toll-Free Number Is Still Inactive 
• Related Microsoft Resources 

1. Confirm the Phone Number Status

Start by checking whether the toll-free number still exists and is assigned in the Microsoft Teams Admin Center.

1. Sign in to the Microsoft Teams Admin Center.
2. Go to Voice > Phone numbers.
3. Search for the affected toll-free number.
4. Confirm that the number still appears in the tenant.
5. Review its assignment and current status.
6. Identify the resource account associated with the number.
7. Review any warnings displayed in the portal.

Record the following information:

• Phone number
• Number type
• Assignment status
• Assigned resource account
• Any warnings or errors displayed

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2. Verify the Resource Account

Toll-free numbers used for auto attendants or call queues are commonly assigned to resource accounts.

1. In the Microsoft Teams Admin Center, go to Voice > Resource accounts.
2. Find the resource account associated with the toll-free number.
3. Confirm that the resource account still exists.
4. Verify that the correct phone number is assigned.
5. Confirm that the resource account is associated with the expected:
   • Auto attendant, or
   • Call queue.

The expected configuration should follow this relationship:

Toll-Free Number
        ↓
Resource Account
        ↓
Auto Attendant or Call Queue

If one component of this relationship is missing or incorrect, the call flow may not function.

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3. Verify the Resource Account License

Resource accounts used with Microsoft Teams voice applications require the appropriate licensing based on the tenant configuration.

1. Open the Microsoft 365 Admin Center.
2. Go to Users > Active users.
3. Search for the resource account.
4. Open the resource account.
5. Select Licenses and apps.
6. Confirm that the required Microsoft Teams Phone Resource Account license is assigned.
7. Save any required changes.

If the license was recently assigned or changed, allow time for the update to propagate before testing the number again.

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4. Verify Toll-Free Billing

Toll-free numbers are different from regular telephone numbers because the organization receiving the call pays for the toll-free usage.

All toll-free calls used with Microsoft Teams Phone auto attendants and call queues are billed per minute. The tenant must therefore have an applicable billing method.

Depending on the tenant configuration, this may involve:

• Communication Credits
• Pay-As-You-Go Calling Plan
• Another supported consumption billing arrangement

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5. Check Communication Credits

Complete this section if the organization uses Communication Credits for toll-free usage.

1. Open the Microsoft 365 Admin Center.
2. Go to Billing > Your products.
3. Locate Communication Credits.
4. Confirm that the product is active.
5. Review the available balance.
6. Review the current payment and recharge configuration.
7. Check for billing warnings or a zero balance.

When Communication Credits are being used, toll-free calls require a positive balance.

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6. Check Pay-As-You-Go or Consumption Billing

Some organizations use consumption-based billing instead of maintaining prepaid Communication Credits.

1. Open the Microsoft 365 Admin Center.
2. Go to Billing > Your products.
3. Locate the applicable Microsoft Teams Phone or calling subscription.
4. Review its pay-as-you-go, overage, or consumption configuration.
5. Confirm that the billing method is active.
6. Check for billing or subscription warnings.
7. If the billing method was recently enabled, allow time for activation before testing the number again.

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7. Verify the Auto Attendant or Call Queue

After confirming the number, resource account, license, and billing method, verify the destination and complete call flow.

Verify an Auto Attendant

1. In the Microsoft Teams Admin Center, go to Voice > Auto attendants.
2. Open the affected auto attendant.
3. Confirm the resource account association.
4. Review the greeting and call flow.
5. Confirm the menu and routing options.
6. Review business hours and after-hours behavior.
7. Review holiday call handling, if configured.
8. Save any required changes.

Verify a Call Queue

1. In the Microsoft Teams Admin Center, go to Voice > Call queues.
2. Open the affected call queue.
3. Confirm the resource account association.
4. Verify the assigned agents or groups.
5. Review the call-routing method.
6. Review overflow handling.
7. Review call-timeout handling.
8. Save any required changes.

The complete configuration should follow this relationship:

Toll-Free Number
        ↓
Resource Account
        ↓
Auto Attendant or Call Queue
        ↓
Menu, Destination, or Agents

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8. Test the Toll-Free Number

After confirming the complete configuration, perform an external test.

1. Allow recent licensing or billing changes time to propagate.
2. Call the toll-free number from an external telephone.
3. Verify that the call connects.
4. Confirm that the expected greeting plays.
5. Test at least one menu option or routing path.
6. Confirm that the call reaches the intended person, call queue, voicemail, or other destination.
7. If configured, test after-hours or overflow behavior separately.

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9. The Toll-Free Number Is Still Inactive

If the toll-free number still does not work, collect the configuration details before making additional changes.

Confirm the following:

• The toll-free number still exists in the tenant.
• The number is assigned to the correct resource account.
• The resource account has the required license.
• The resource account is associated with the correct voice application.
• The toll-free billing mechanism is active.
• Communication Credits have a positive balance, when applicable.
• Pay-as-you-go or consumption billing is active, when applicable.
• The auto attendant or call queue configuration is complete.
• The call was tested from an external telephone.

If the configuration appears correct and the number remains inactive, contact BEMO Support for additional investigation.

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Related Microsoft Resources

• What Are Communication Credits? 
• Set Up Communication Credits for Your Organization 

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