"You're not setup to use this calling feature" is the response I am now getting rather than dialing a number.

Hi @DAVID NOVAK,

Welcome to the Microsoft Q&A forum.

Thank you for contacting us regarding the issue where callers receive the message “You’re not set up to use this calling feature” when selecting an option to transfer to an external number.

This typically occurs when the resource account or user handling the Auto Attendant/Call Queue transfer does not have the required PSTN calling capability.

To assist you effectively, could you confirm a few details:

• Could you confirm which Calling Plan you're currently using?
• Are you able to receive inbound calls?

This can help narrow down whether the issue is specific to outbound calling or device registration.

While we wait for your answer, here are some steps you can try (requires IT admin access):

1/ Verify Pay-As-You-Go Calling Plan and Communication Credits setup

There’s a scenario where users on a Pay-As-You-Go Calling Plan were able to receive calls but not make outbound calls. The missing piece in those cases was Communication Credits. If you are using a Pay-As-You-Go Calling Plan, please have your IT admin ensure the following steps are completed:

• Purchase Teams Phone license
• Purchase Pay-As-You-Go Calling Plan for your country zone
• Assign both licenses to the user
• Assign an Emergency Location to the phone number
• Purchase and top up Communication Credits
• Assign the Communication Credits license to the user

You can find more details in these Microsoft articles:

Microsoft Teams Calling Plans - Microsoft Teams | Microsoft Learn

What are Communication Credits? - Microsoft Teams | Microsoft Learn

2/ Run a Self-diagnostics tool

Microsoft 365 admins can run this built-in diagnostic within the tenant to confirm whether a user is correctly configured to make and receive PSTN calls. Please refer to: Set up Microsoft Calling Plans - Microsoft Teams | Microsoft Learn

3/ Contact Microsoft support  

If the issue continues after trying these steps, consider reaching out to your IT administrator to submit a support request to Microsoft for deeper backend review. A technical support engineer can then initiate a remote session to examine the situation, validate backend settings, and run any necessary synchronization tools to resolve the issue. If further analysis is needed, they can escalate the case to a specialized team for deeper investigation.

For detailed instructions on how to get support, please share this link to your IT admin: Get support - Microsoft 365 admin.      

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues, we’ll continue doing our best to support you within the scope of our responsibilities.   

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this.   

Thank you for your patience and your understanding. If you have any questions or need further assistance, please feel free to share them in the comments so I can continue to support you.

I look forward to continuing the conversation.

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