Troubleshooting Microsoft Teams Direct Routing can be challenging, but by following this guide, you'll get closer to resolving issues like SBC offline, calls not connecting, or no sound. We use tools like Call Quality Dashboard and analyze logs to identify and solve problems.

Check SBC Status in Teams Admin Center

  1. Step 1: Log in to Teams Admin Center

    Go to Teams Admin Center and log in with your admin credentials.

  2. Step 2: Navigate to SBC Settings

    In the left menu, select Voice > Direct Routing > Session Border Controllers (SBC).

  3. Step 3: Check your SBC status

    Ensure that your SBC is showing as “Online”. If it's offline, check the network connection and restart the SBC.

Call Quality Dashboard Diagnostic Tool

  1. Step 1: Open Call Quality Dashboard

    Go to Call Quality Dashboard.

  2. Step 2: Analyze data

    Use the tool to analyze calls and identify patterns or issues.

SBC Shows Offline or 503 Error

  1. Step 1: Check network connection

    Ensure that the SBC has access to the Internet and that there are no firewall configurations blocking communication.

  2. Step 2: Check SIP server settings

    For security reasons, your SIP server should be configured for TLS. Ensure it uses sip.internetport.se (port 5061 TLS).

Calls Connect but No Audio RTP SRTP

  1. Step 1: Check codecs

    Ensure that the supported codecs (G.711 a-law, G.711 u-law, G.722, G.729) are correctly configured on both the SBC and Teams client.

  2. Step 2: Check RTP SRTP

    Secure communication requires that RTP SRTP is enabled. Ensure this is correctly configured in your SBC settings.

Incoming Calls Do Not Reach the Teams Client

  1. Step 1: Check inbound number settings

    Go to Voice > Direct Routing > Phone Numbers and ensure that your inbound numbers are correctly configured.

  2. Step 2: Check trunk group settings

    Go to Voice > Direct Routing > Trunk Groups and ensure that trunk groups are correctly configured for incoming traffic.

Analyze SBC Logs and SIP Traces

  1. Step 1: Retrieve logs from the SBC

    Retrieve the most recent logs from your SBC to analyze any errors.

  2. Step 2: Use SIP traces

    Use SIP traces to gain deeper insight into communication between Teams and your SBC. This can help identify where the problem is occurring.

Escalate Information to Have Ready for Support

  • Screenshot of SBC status from Teams Admin Center
  • Call Quality Dashboard reports
  • SBC logs and SIP traces
  • Your SBC configuration details (retrieve from Internetport Customer Portal)

For more help, visit Internetport support page.