RingCentral for Microsoft Teams Direct Routing FAQs and troubleshooting

Publisher

RingCentral

URL

https://support.ringcentral.com/article-v2/Troubleshooting-RingCentral-for-Teams-direct-routing-issues.html?brand=RingCentral&product=RingEX&language=en_US

Published

unknown

Updated

unknown

Accessed

2026-09-25

HTTP status

200

License

RingCentral website terms; no-redistribution; short excerpts and locators only

Source notes citing this source

• RingCentral says moving a user to Direct Routing for Teams causes little or no downtime, and a user on an active call is moved once the call ends. in context
• When a Direct Routing user is offline in Teams, Teams sends the call to voicemail and tells RingCentral it was answered, so RingCentral call-queue routing does not work as intended. in context
• Setting up RingCentral Direct Routing for Teams needs four spare Microsoft end-user licences with Teams Phone, used temporarily to verify and create the SBC domains and returned to inventory afterwards. in context
• With RingCentral Direct Routing for Teams, voicemail not delivered to Teams voicemail goes to the RingCentral system, and admins can turn off Teams voicemail so voicemail is used only in RingCentral apps. in context
• RingCentral says Direct Routing 2.0 activation emails cannot be turned off when users are set up individually, for compliance reasons. in context
• RingCentral accepts TEAMS1, TEAMS_GOV, TEAMS_FREE, TEAMS_AR_GCCHIGH and TeamsEss as alternative licence types for the spare setup licences. in context
• To remove a user whose Microsoft Teams connection failed, first reset the integration status with Disconnect under Microsoft Teams Integration, after which the user can be deleted. in context
• Users still active in both RingCentral and Microsoft after moving to Direct Routing receive two notifications for each incoming call. in context
• Setting up RingCentral Direct Routing needs four spare Microsoft end-user licences with Teams phone capability, used temporarily to verify and create SBC domains and returned after setup. in context
• Once the Direct Routing connection is established, the Global Admin role is no longer required to maintain it and can be revoked. in context
• The RingCentral Direct Routing OAuth setup requires a Microsoft 365 Global Admin; after initial setup the Teams Administrator role is enough for ongoing management and adding users. in context
• The Direct Routing OAuth connection registers and verifies SBC subdomains in the Microsoft tenant through the Graph API and links voice routing policies to voice routes with PSTN usage records. in context
• When a Direct Routing user is offline in Teams, Teams voicemail answers the queue call and returns answered, which stops the queue from escalating; RingCentral's remedies are to disable Teams voicemail or enable presence sync so offline users are skipped. in context
• For RingCentral call queues serving Direct Routing users, RingCentral says to set the queue's phone number type to Voice only, or calls can go to voicemail instead of the queue. in context
• New Direct Routing users are enabled by turning on the MS Teams Connection toggle for the user in the Admin Portal User List; the migration tool is only for moving from Cloud PBX 1.0. in context

Cite this source record

APA

WarmTransfer. (2026, September 25). RingCentral for Microsoft Teams Direct Routing FAQs and troubleshooting. WarmTransfer. https://warmtransfer.net/knowledge/sources/ringcentral-support-teams-direct-routing-faq

BibTeX

@misc{warmtransfer-ringcentral-support-teams-direct-routing-faq,
  title  = {RingCentral for Microsoft Teams Direct Routing FAQs and troubleshooting},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/ringcentral-support-teams-direct-routing-faq},
  note   = {RingCentral, accessed 2026-09-25}
}