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If PSTN hold and transfer are not working in Microsoft Teams Calling, here are some possible causes and solutions:
1. Licensing Issues
- Ensure that users have the correct Teams Phone Standard or Teams Phone with Calling Plan licenses.
- If using Direct Routing or Operator Connect, ensure proper licensing for external calling.
2. Calling Policies
- Verify that Call forwarding and simultaneous ringing settings are enabled in Teams admin center:
Teams Admin Center → Voice → Calling Policies - Ensure that Allow call forwarding and transfer is set to On.
3. Direct Routing Configuration
If using Direct Routing, check:
- SBC settings: Ensure it supports REFER messages for call transfer.
- SIP options: Some carriers block REFER; enable SIP Re-INVITE instead.
- Run
Get-CsOnlinePSTNGateway -Identity <SBC FQDN>to check for errors.
4. Operator Connect or Calling Plan Issues
- If using Operator Connect, confirm with your provider that they support hold and transfer.
- Test with a different PSTN number or carrier to isolate the issue.
5. Teams Client & Network Issues
- Update the Teams client and firmware of any desk phones.
- Check firewall rules to ensure SIP and RTP traffic is not blocked.
- Run the Teams Network Assessment Tool to verify VoIP connectivity.
6. PowerShell Check (PSTN Usages & Policies)
Run the following PowerShell commands:
Get-CsOnlineUser -Identity user@domain.com | fl CallingPolicy, VoiceRoutingPolicy
Check if the correct Voice Routing Policy and Calling Policy are applied.
Would you like help troubleshooting a specific scenario?
