No dial pad when adding a person to a call

Hi Reynoso, Patricia, Public Health, FHS,

I'd love to provide you some insights on this matter.

The key point is that the dial pad in Microsoft Teams is part of the Teams Phone (PSTN) calling experience, not the standard meeting experience.

The dial pad is available when Teams is used for telephony scenarios (e.g., calling external phone numbers with a Teams Phone license). When a call scenario changes (for example, by adding more participants), Teams may transition the session into a conference/meeting-based experience, where telephony-specific features like full DTMF interaction are not always available in the same way.

A currently viable workaround is to provide users with a Yealink or Polycom device to maintain access to the dial pad functionality. However, I understand that this may not be an ideal solution in many circumstances.

I believe this process is greatly impacting to your workflow, I highly recommend submitting a suggestion directly from Teams by navigating to: Microsoft Teams · Community. This is the most effective way to ensure your voice reaches the product team and can be considered for future improvements.  

Once you've submitted your feedback, feel free to share the link here in the comments. I’ll be happy to upvote it to help bring more visibility.  

Note: As Microsoft Community moderators, please note that we are not involved in product design decisions and do not have direct access to the development roadmap, we want to assure you that your feedback has been acknowledged and is valued.  

In the meantime, if you see my replies bring helpful information, please kindly accept it as an answer and vote it up by your original account, which raised this question. Once marked, it will automatically pin to top. As other users will also search information in this community, your valuable vote up will definitely also help other users who have similar queries easily to find the correct channel and useful information more quickly.   

I hope this provides enough clarity and helps you stay inform with your current situation.

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 on this post so I can continue to support you. 

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Teams exposes the dial pad only in the Calls experience, not in meetings. When a 1:1 call is converted into a meeting (for example, by adding a third participant), the dial pad used for entering DTMF tones is no longer available in that meeting UI.

From the provided information:

• The dial pad is available in the Calls app of the Teams client when the user has a Teams Phone license and is correctly configured.
• The dial pad can be accessed during a call via the call controls by selecting Dial pad.
• There is no documented option in the context to keep the original “call” mode with a dial pad once Teams has turned it into a meeting, nor to surface the dial pad inside the meeting experience for additional DTMF input.

Given this, the supported path (based on the context) is:

1. Start and keep the interaction as a standard Teams call (not a meeting) so that the dial pad remains available in call controls.
2. Use the dial pad there to dial the interpreter or language line and send any required menu options.
3. If additional participants must join, add them while still in the call state where the dial pad is present; once Teams converts it to a meeting, the documented dial pad behavior no longer applies.

If the organization relies heavily on language-line workflows that require DTMF after escalation to a multi-party session, this is a product limitation based on the available documentation and would need a feature request through the Microsoft feedback channels.

References:

• Use the dial pad to make a call in Microsoft Teams
• First things to know about calls in Microsoft Teams
• Dial pad configuration