How to Make an External Call in Microsoft Teams

Last Updated
September 3, 2026
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To make an external call in Microsoft Teams, open the Calling tab, use the dial pad to enter the number, and select the call icon. This works the same way whether you're calling a UK landline, a mobile, or an international number, as long as your account has a Teams Phone licence and PSTN connectivity set up.

Before You Start

You'll need three things in place before the dial pad will work:

  • A Teams Phone licence assigned to your account
  • PSTN connectivity configured for your organisation — a Calling Plan, Operator Connect, or Direct Routing
  • A working internet connection, since every Teams call depends on it

If any of these are missing, the dial pad either won't appear or calls won't connect. Your IT admin or T2K can confirm what's assigned to your account.

How to Make an External Call from the Teams Desktop App

  1. Open Microsoft Teams and select Calling from the left-hand menu.
  2. Select the dial pad icon.
  3. Type the full number, including the area code. For international numbers, include the country code with a leading + or 00.
  4. Select the green call icon to place the call.
  5. Use the on-screen controls to mute, hold, transfer, or add another person to the call.

You can also call directly from a contact card or search result — search for the person's name or number in the top search bar, then select the phone icon next to their entry.

How to Make an External Call from the Teams Mobile App

  1. Open the Teams app on your phone.
  2. Tap Calling at the bottom of the screen.
  3. Tap the dial pad icon.
  4. Enter the number, then tap the call button.
  5. If you've saved the contact, you can also tap their name in your Teams contacts and select Call directly.

Calls made this way still show your Teams business number to the person receiving the call, not your personal mobile number.

What to Do If You Can't Make External Calls

No dial pad showing at all This usually means your account doesn't have a Teams Phone licence assigned. Check with your admin or T2K.

Dial pad is there, but the call won't connect This points to a PSTN connectivity issue — either the connection hasn't been fully configured, or there's a problem with your Calling Plan, Operator Connect, or Direct Routing setup.

Calls connect but drop or sound poor This is more likely a network issue than a Teams problem. Check your internet connection is stable and prioritise Teams traffic if your router supports QoS settings.

Frequently Asked Questions

Can I make an external call in Teams without a Teams Phone licence? No. Internal calls between colleagues work without one, but calling any number outside your organisation requires a Teams Phone licence and PSTN connectivity.

Does the person I'm calling see my mobile number or my Teams number? They'll see your Teams business number, not any personal mobile number, regardless of which device you're calling from.

Can I make international calls this way? Yes, as long as your PSTN connectivity method and calling plan support the destination country. Some Calling Plans have country restrictions worth checking first.

Why does my dial pad look different from a colleague's? Available features can vary depending on the specific Teams Phone licence assigned to each user, so it's worth checking licence assignments if something seems missing.

If external calling isn't working the way it should, it's usually a licensing or connectivity gap rather than a fault with Teams itself. Request a quote if you'd like T2K to check your setup, or read our guide to how Teams Phone works for more on what sits behind the dial pad.