Overview

You get an error when trying to place a call via Playbooks: "Unable to connect call; Please try again".

• You are trying to place calls by pressing the dial button in a Play, or by dialing an ad-hoc number in Playbooks
• Your agent phone is Microsoft Teams

Solution

This issue occurs because Microsoft Teams is refusing the connection from Playbooks. Microsoft Teams can sometimes refuse to route a call if it does not trust the source. To ensure that Teams trusts the agent leg number (i.e. the number from which Playbooks make calls to MS Teams), add it as a contact within Teams:

Open Microsoft Teams

1. Go to Calls
2. Go to Contacts
3. Click New Contact
4. Add your agent leg number as a contact. (To get this number, place an ad-hoc call to your cell phone with Playbooks and take note of the number that Playbooks calls you from.)
5. You may see that the number is in blocked status:
   1. This is caused by Spam Rules in Microsoft Teams Company Settings. 
   2. You may be able to right-click the number and click unblock
   3. If that does not work, please contact your IT administrator to unblock the number.