You can synchronize your users between Office365 and TeamsConnector or add the users manually during or after the inital setup. Read the Knowledge Base article on Self-service TeamsConnector Account Configuration (Admin Guide) for more information.

When you synchronize your users, a user list is built on the backend. The users will be available for selection from the Add Users drop-down list. If you chose the manual user creation option, the Add Users list is not built.

Once users have been added it is a good idea to re-sync with Office365 to ensure any manual changes are pushed up to Office365.

User information can be edited after the user has been created on the Users tab:

Edit user info

The article also describes the most common issues with the users:

Users do not appear in the Add Users list

There are several reasons why users may not appear in the user list:

You can also perform a debug-sync for a more detailed log by holding Alt-Shift when clicking the Sync Now button. To get more information, view the most recent Sync history from the drop-down on the Sync Now button:

Sync history

Users are not licensed

If the Sync logs show an entry similar to:

<00:00> GRAPH> Enabled users: total=15, licensed=13, phoneSystem=0, excludedByCallingPlan=0, resource=0 <00:00> GRAPH> Found 0 users with a Phone System license (none have a Calling Plan)

it means that 0 users have the correct Microsoft licenses for the Teams service.

Read the Knowledge Base article on Which Microsoft Licenses Do I Need For TeamsConnector? for more information.

Users with calling plans are excluded from the Sync Now process

If the Sync logs show an entry similar to:

<00:01> GRAPH> Enabled users: total=399, licensed=127, phoneSystem=108, excludedByCallingPlan=104, resource=0 <00:01> GRAPH> Found 108 users with a Phone System license, of which 104 are excluded as they have a Calling Plan

it explains why the users are not in the Add User list. The same problem will occur if the users have Communications Credit added to thier account.

To resolve the issue:

  1. In the O365 portal, access the affected users licenses and disable the license with the Calling Plan:
    Disable license
    Note: if the Calling Plan is not shown in this list. it may be part of a bundle SKU. You may find it in the Apps list further down the license window:
    Disable license
  2. Press Sync Now to bring these users to the portal for setup

An Active Directory group filter has been applied

There is an Advance Option in the Teams service tab to restrict the scope of users that are synchronized into the portal to those that are members of a specific Active Directory group:

Disable license

If the group has no users or does not exist, no users will be synchronized into the Add User list.

The Sync logs show an entry similar to:

<00:01> GRAPH> Applying filter for group 'bad-group-name': include 0 of 76 users <00:01> GRAPH> Enabled users: total=0, licensed=0, phoneSystem=0, excludedByCallingPlan=0, resource=0 <00:01> GRAPH> Found 0 users with a Phone System license (none have a Calling Plan)

Resolve this by deleting the reference to the group from the Azure AD Group Name field and use the Sync Now function again.

User Unlicensed - Yellow Warning Triangle

If on the User screen there is a yellow triangle sign ⚠️ and the message License Status: Unlicensed:

Unlicensed User

it means that the user license level in the TeamsConnector portal has reduced below the number of configured users. What that happens, users at random will become unlicensed.

This may have occurred for the following reasons:

  • A trial period has ended
  • Your license provider has reduced the number of licenses on your account

To resolve the issue:

  • either contact your provider to increase the number of licenses purchased,
  • or delete users.

Users showing unlicensed after Bulk Import

When users are imported in bulk, they may not be associated to a Teams user and, therefore, will appear unlicensed:

Unlicensed User

To resolve this issue, click the Sync Now button to auto match the users to the Teams ones.

Note: users will only match if the email address in the import file matches the Teams user. If the email addresses are different, update the email address:

  • either in the Microsoft portal and run Sync Now,
  • or in the import file and re-run the import process specifying update instead of create

Alternatively, a manual association between Teams users and imported users can be made with the Edit User function:

Manual association

Incorrect country showing for user

If an incorrent country is specified for the user, this may affect their outbound calling.

To resolve the issue:

  1. Find the user in the Active Users list and update their location:
    Amend the country
  2. Allow up to 1 hour for propagation
  3. Click the Sync Now button

DirSync'd User

If you see the following error adding or reviewing the users:

DirSync'd user

it means that the customer has an on-premise Active Directory and is using Microsoft DirSync to sync their users into their O365 Azure AD.

If any of those users have the msRTCSip-line attribute set in their on-premise Azure AD, it will conflict with the TeamsConnector background PowerShell script which won't be able to apply the phone number. The attribute needs to be cleared, and another sync to O365 Azure AD needs to be run.

The tenant for the selected user does not match the previously tenant selected

This error is shown when the Microsoft tenant you attempted to sync users from differs from the tenant used in a previous Sync.

If you intend to sync users from a different tenant:

  1. Disable Sync in TeamsConnector
  2. On the next sync, be sure to log in to the correct P365 account for the tenant you wish to sync