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How to fix a 'Calls not allowed in this location' error

ALew74 0 Reputation points
2025-10-23T18:30:18.65+00:00

Has anyone found a resolution to this error? End users we manage were able to make Teams calls previously but it suddenly stopped working. This issue is happening with outbound calls specifically. I tried calling the user but get a "the person you're trying to reach is not able to receive your call" message. When calling the user, they do get notified that they have a missed call. This happens in both desktop and web version of Teams. Being in an incognito tab did not work. We are located in the United States. Fixes tried:

-Changing regex dialing pattern
-Made sure upgrade mode 'Teams Only' mode was on

-Updated Teams

-Checked if DND was on

-Checked if international voice is enabled(even though the users do not call internally)
-Disabled call forwarding

-Verified 'Prevent Toll Bypass' was disabled

-Purchased communication credits
-Purchased Teams Phone with Calling Plan (country zone 1 - US) license, MS Teams Domestic Calling and International Calling Plan and MS Teams Phone Standard (per Microsoft Engineers suggestion)

-Adjusted calling and voice routing policies

-Verify voice policy and routing configurations via PowerShell

-Verified that the usage location and emergency address are in the United States

  • Ran these commands:
  1. Update Teams PowerShell and sign in:
  2. Uninstall-Module MicrosoftTeams -AllVersions -Force Install-Module MicrosoftTeams -Force Import-Module MicrosoftTeams Connect-MicrosoftTeams

 3. Set-CsOnlinePstnUsage -Identity Global -Usage @{ Add = "CallingPlan" } Get-CsOnlinePstnUsage

 4. New-CsOnlineVoiceRoutingPolicy -Identity "CallingPlan" -OnlinePstnUsages "CallingPlan" Get-CsOnlineVoiceRoutingPolicy | ft Identity, OnlinePstnUsages

 5. Grant-CsOnlineVoiceRoutingPolicy -PolicyName "CallingPlan" -Global Get-CsOnlineUser -Identity ******@domain.com | Select DisplayName, VoiceRoutingPolicy

  1. Uninstall-Module MicrosoftTeams -AllVersions -Force
  2. Install-Module MicrosoftTeams -Force
  3. Import-Module MicrosoftTeams
  4. Connect-MicrosoftTeams
  5. Set-CsOnlinePstnUsage -Identity Global -Usage @{ Add = "CallingPlan" }
  6. Get-CsOnlinePstnUsage
  7. New-CsOnlineVoiceRoutingPolicy -Identity "CallingPlan" -OnlinePstnUsages "CallingPlan"
  8. Get-CsOnlineVoiceRoutingPolicy | ft Identity, OnlinePstnUsages
  9. Grant-CsOnlineVoiceRoutingPolicy -PolicyName "CallingPlan" -Global
  10. Get-CsOnlineUser -Identity ******@domain.com | Select DisplayName, VoiceRoutingPolicy

I'm completely stumped. Any suggestions?

Microsoft Teams | Microsoft Teams for business | Meetings and calls | Other
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  1. Lia V 1,960 Reputation points Microsoft External Staff Moderator
    2025-10-23T23:10:39.65+00:00

    Hi @ALew74,

    Welcome to Microsoft Q&A forum.

    Thank you for the detailed description and for outlining all the steps and licensing changes you’ve already implemented.

    Since this issue affects multiple end users, suddenly stopped working after previously functioning correctly, and calls fail while users still receive missed call notifications, it strongly suggests that the problem is not client-side but rather a backend provisioning or service-level issue within Microsoft’s infrastructure.

    As you mentioned following Microsoft engineers’ suggestions for licensing, could you confirm if you have already opened a Microsoft Support ticket for this issue?

    If you haven’t opened a support ticket yet, I strongly recommend doing so as the next step. A technical support engineer can then initiate a remote session, review backend settings, and run diagnostics. If needed, they can escalate the case to specialized engineering teams who are well-equipped to perform advanced troubleshooting and provide targeted solutions.

    As moderators, our primary goal is to provide helpful guidance and support through general troubleshooting steps. While we don’t have access to internal systems or administrative tools required to resolve account-specific or backend issues, we truly appreciate your understanding of these limitations. We genuinely hope the information we share helps point you in the right direction, and we're always here to assist as much as we can within our scope.

    When contacting Microsoft Support, I recommend including:

    • A clear description of the issue and error message: “Calls not allowed in this location”
    • Confirmation that the problem affects multiple users and suddenly started after previously working
    • Details of the licenses currently assigned (Teams Phone with Calling Plan, Domestic & International Calling Plans, Teams Phone Standard)
    • A summary of the troubleshooting steps already performed.

    If you have already opened a support ticket for this issue, you can also ask the support agent to escalate the case to the backend engineering team for further investigation.

    I hope this information helps resolve calling issue you're experiencing in Microsoft Team quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.

    If you find my post helpful, kindly consider marking it as the accepted answer. Doing so can assist others in the community who may have similar questions in finding solutions more quickly.

    Thank you for your patience and your understanding.

    Looking forward to your response.

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.  

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