Forum Discussion
Teams Phone Numbers Mysteriously Unassigned
Over the last 2 weeks or so, we've noticed a handful of our Teams phone numbers which were assigned to users, become Unassigned. We have no automation in place - everything move, add or change we perform with our phone numbers is manual. The numbers in question have been assigned for months now. It wasn't until my phone number was assigned to someone else that we realized the issue. In order to assign a phone number that is already assigned, you'd have to delete the current user - which we certainly have not done. Mysteriously, the phone number status changed from assigned to unassigned. Has anyone experienced this? We have Operator Connect through Pure-IP. Thye don't touch our numbers once they are given to us in the Admin portal (or do they?). My MS Premier ticket came up empty. Apparently there are no audit logs for phone numbers, just licenses. And we verified no change in license status at all.
Having the same issue, new users initially work as expected after phone number assignment, then without any intervention the number is unassigned. This has happened to several users and 1 voice application. the last user I setup unassigned 3 times.
- Voice app just unassigned again
- I've also seen this happen numerous times over the last 6+ months. I've assumed it was due to MS allowing us to assign too many licenses over what we have purchased, so it randomly unassigns the extra phone number.
The latest issue is that many, but not all, of our Teams phone numbers have been unassigned and the license is also unassigned. I have a ticket in with MS but they don't have a fix yet. I've also tried running the audit log to see if I can find which users have been unassigned based on date, but the logs ARE NOT WORKING. So we are waiting for a response from MS.hellohello I forgot to respond to this. We found our solution. We've got two OC operators. The second one was wiping the numbers as it thought it owned the user accounts the numbers were missing for and wiped them out. Might be worth checking if you've got a similar setup.
There doesn't seem to be anything logged anywhere for any of it though which is a big hole in my opinion.
Anyone get any more on this, we've seen this start happening to us. Some numbers/users are fine, others just lose the numbers at random, sometimes 15 minutes sometimes after a day. I don't think we've got any sync's running but it's pretty annoying there are no logs for this.
dennyhanrahan Same problem. I thought I was going mad. Started 4-6 weeks ago now.
Long term users complaining their dial pads have disappeared. When I check Teams, the number has been unassigned.
- That's very interesting...and unsettling! Did this happen with using Operator Connect? If so, who is your Operator Connect vendor? or did it happen with numbers provided directly by Microsoft? Thanks a bunch for replying!
dennyhanrahan I'm not familiar with Operator Connect, but a quick Google shows these providers offer Session Border Controllers as a Service (SBCaaS) so our setup is similar.
We are using Session Border Controllers and Direct Routing. Our carrier is Optus.
We have reserved number ranges for each of our offices, and these number ranges are hosted by Optus. We pay Optus for our call charges (not Microsoft).
- I'm using Direct Routing via on-premise Session Border Controllers, so no-one else should be touching my numbers
Since the community has not yet responded to your post, you might want to seek assistance with other resources that are focused on tech support:
- Ask your IT manager to open a support case or call Microsoft using the support line you were given. Other options for business subscription admins are listed here:
https://support.serviceshub.microsoft.com/supportforbusiness/create
Additional tech support is available at support.microsoft.com or Answers.microsoft.com, where authorized Microsoft agents are available to trouble an issue until it’s resolved.
- Thanks Therese! I did open a case with MS. There are no logs, as it turns out, catch the history of phone number activity; though you can do so with licenses. We already verified that the licenses remained in-tact.
