Dial Pad options disappeared in Skype for Business Client

Question

_{Wednesday, March 14, 2018 4:57 AM}

Hi,

We are facing issue with Skype client in which the user dial pad disappeared while sending the DTMF for IVR.The user is already enabled for Enterprise Voice.We have tried to recreate the sip profile but no luck.

When we are logging in the other user credentials on the same machine it is working fine.Also when the user is travelling to other location it is working fine.The user is registered on branch site SBS server.

Any suggestions.

Thanks

US James

All replies (9)

_{Wednesday, March 14, 2018 6:38 AM}

Hi,

Is it the dialpad in Skype client or the dialpad in the window for an active call? Do the user bring the laptop during travel? Did you try to sign in with that user SIP address on another computer?


If it's in the Skype client do you see the Phone tab in the client and the dial pad is gone there?

Try to delete the local profile on the problem computer by deleting the sip_username folder in %UserProfile%\AppData\Local\Microsoft\Office\16.0\Lync.

If it's during a call can you see the dialpad if you click the call controls button?

_{Wednesday, March 14, 2018 7:56 AM}

 Yes it is dialpad in the window for an active call.When we dial a IVR,it will give prompt but to enter the DTMF the dialpad is missing.

Skype Profile already deleted. When we are trying to login with the another user sip address it is working fine.

Thanks

US James

_{Wednesday, March 14, 2018 8:43 AM}

Can you see the call control button? (A phone symbol with an cogwheel). If yes click on that button.

_{Friday, March 16, 2018 4:25 AM}

Hi linus,

We are not able to get call controls button.Sometime it is coming but disappearing in few seconds.

Thanks

US James

_{Friday, March 16, 2018 6:23 PM}

Hello James,

Please try any of the options which are applicable

1. Create registry key to set the "telephonymode" registry key DWORD Value of 1 with Hexadecimal

at the following path

HKCU\Software\Microsoft\Office\16.0\Lync

and

HKLM\Software\Policies\Microsoft\Office\16.0\Lync (please test without this if it works fine)

2. this would be applicable if its specific to IVR then please follow this article

https://answers.microsoft.com/en-us/msoffice/forum/msoffice_sfb-mso_winother-mso_o365b/lync-in-call-dial-pad-disappears/0d438b87-c9c0-489d-8fb6-ee6b8da0033a?auth=1

It explains the reason for it as its due to more codecs been sent

Thanks

_{Wednesday, March 21, 2018 6:50 AM}

We have tried the step but no luck.

The user is on SBS and when we are entering with other user credentials then it working fine.

Regards

Sandeep Kumar

US James

_{Wednesday, March 21, 2018 2:23 PM}

Lets use https://docs.microsoft.com/en-us/sysinternals/downloads/process-explorer = Process Explorer

To check the registry values its looking for a working user and then configured the same registry for the user in its profile path in registry for non-working user.

_{Thursday, May 3, 2018 1:48 AM}

I have installed the process explorer but did not find the registry options.Can you please help?

US James

_{Thursday, June 14, 2018 9:09 AM}

Issue has been resolved after recreated the user from Backend. Then we have enabled the user through PowerShell instead of control panel.

It was issue of replication.

Thanks

US James