Resolved -
Microsoft is reporting all services have been restored. Here is their latest update:
Status
Service Restored
Details
Title: Users noticing that calls through Microsoft Teams are going to voicemail
User Impact: Users may notice that calls through Microsoft Teams are going to voicemail.
More info: Affected users with access to the Microsoft Teams web app may have been able to use that platform as an alternate solution.
Some mobile device users may have not received push notifications as expected during this event.
Final status: We've deployed our solution and have confirmed via monitoring our service telemetry that impact has been remediated.
Scope of impact: This issue may have impacted your Microsoft Teams desktop client or mobile app users.
Start time: Friday, June 11, 2021, at 1:00 PM UTC
End time: Sunday, June 13, 2021, at 7:00 PM UTC
Preliminary root cause: A recent configuration change prevented the infrastructure responsible for generating call notifications from confirming an active session for end users, resulting in calls being sent directly to voicemail.
Next steps:
We're reviewing our update procedures to better identify similar issues during our development and testing cycles.
We'll publish a post-incident report within five business days.
CallTower will be closing this master case and all associated cases. CallTower will be seeking an Official Root Cause Analysis (RCA) from Microsoft. We will make a copy of the RCA available to customers after it is received upon request.
Jun 13, 15:40 MDT
Update -
Microsoft has provided the following update:
Title: Users noticing that calls through Microsoft Teams are going to voicemail
User Impact: Users may notice that calls through Microsoft Teams are going to voicemail.
More info: This issue primarily impacts users using the Microsoft Teams desktop client, though a subset of mobile app users may also experience impact.
Some affected users with access to the Microsoft Teams web app may be able to use that platform as an alternate solution.
On mobile devices, some users may not receive push notifications as expected.
Current status: We've confirmed via telemetry that Teams Desktop client users should no longer be experiencing impact. For mobile app users, we have determined the change can take longer depending on your device. For Android devices, we recommend users restart their session to expedite recovery. For iOS devices, we expect the change to complete within the next 24 to 48 hours.
Scope of impact: This issue could impact any of your Microsoft Teams desktop client users and some mobile app users.
Start time: Friday, June 11, 2021, 7:00 AM (1:00 PM UTC)
Estimated time to resolve: Based on current progress we expect that iOS users should experience resolution within the next 24-48 hours.
Preliminary root cause: A recent configuration change is preventing the infrastructure responsible for generating call notifications from confirming an active session for end users, resulting in calls being sent directly to voicemail.
Next update by: Sunday, June 13, 2021, 12:00 PM (6:00 PM UTC)
*CallTower has opened a master case for this issue as it is affecting more than one CallTower customer. This issue may or may not directly affect your services. If you are affected, please report the issue to
support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise.
Jun 12, 08:42 MDT
Update -
Microsoft has provided the following update:
Title: Users noticing that inbound or outbound calls through Microsoft Teams are going to voicemail
User Impact: Users may notice that inbound or outbound calls through Microsoft Teams are going to voicemail.
More info: This issue primarily impacts users using the Microsoft Teams desktop client, though a subset of mobile app users may also experience impact. Some affected users with access to the Microsoft Teams web app may be able to use that platform as an alternate solution.
Current status: Our telemetry indicates that the rollback is nearly complete and we're seeing resolution for customers. While we're closely monitoring the service to determine if additional actions are required, we recommend users restart their Teams client or app for more immediate relief.
Scope of impact: This issue could impact your Microsoft Teams desktop client users and some mobile app users.
Start time: Friday, June 11, 2021, 7:00 AM (1:00 PM UTC)
Preliminary root cause: A recent configuration change is preventing the infrastructure responsible for generating call notifications from confirming an active session for end users, resulting in calls being sent directly to voicemail.
Next update by: Friday, June 11, 2021, 8:00 PM (6/12/2021, 2:00 AM UTC)
*CallTower has opened a master case for this issue as it is affecting more than one CallTower customer. This issue may or may not directly affect your services. If you are affected, please report the issue to
support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise.
Jun 11, 19:05 MDT
Update -
Microsoft has posted an additional update:
Title: Users noticing that inbound or outbound calls through the Microsoft Teams desktop client are going to voicemail
User Impact: Users may notice that inbound or outbound calls through the Microsoft Teams desktop client are going to voicemail.
More info: Some impacted users with access to the Microsoft Teams web app or mobile apps may be able to use that platform as an alternate solution. We're investigating isolated reports that some users are experiencing similar impact when using the mobile app.
Current status: Our telemetry indicates that the rollback is providing relief in some circumstances. Further investigation is underway to determine if additional action is required to fully remediate impact.
Scope of impact: This issue could impact any of your Microsoft Teams desktop client users. Start time: Friday, June 11, 2021, 7:00 AM (1:00 PM UTC)
Preliminary root cause: A recent configuration change is preventing the infrastructure responsible for generating call notifications from confirming an active session for end users, resulting in calls being sent directly to voicemail.
Next update by: Friday, June 11, 2021, 7:30 PM (6/12/2021, 1:30 AM UTC)
Jun 11, 17:53 MDT
Monitoring -
Microsoft has provided the following update:
Title: Users noticing that inbound or outbound calls through the Microsoft Teams desktop client are going to voicemail
User Impact: Users may notice that inbound or outbound calls through the Microsoft Teams desktop client are going to voicemail.
More info: Impacted users with access to the Microsoft Teams web app or mobile apps may be able to use that platform as an alternate solution.
Current status: We're continuing to monitor the rollback to determine if this action has remediated impact.
Scope of impact: This issue could impact your Microsoft Teams desktop client users.
Start time: Friday, June 11, 2021, at 1:00 PM UTC
Root cause: A recent configuration change is preventing the infrastructure responsible for generating call notifications from confirming an active session for end users, resulting in calls being sent directly to voicemail.
Next update by: Friday, June 11, 2021, at 11:30 PM UTC
*CallTower has opened a master case for this issue as it is affecting more than one CallTower customer. This issue may or may not directly affect your services. If you are affected, please report the issue to
support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise.
Jun 11, 15:38 MDT
Update -
Microsoft has provided the following update:
Current status: We've isolated a recent change that has caused portions of infrastructure to send some Microsoft Teams calls straight to voicemail. We're currently rolling back this change.
Scope of impact: This issue could impact any of your Microsoft Teams desktop client users.
Start time: Friday, June 11, 2021, 7:00 AM (1:00 PM UTC)
Preliminary root cause: A recent configuration change is preventing the infrastructure responsible for generating call notifications from confirming an active session for end users, resulting in calls being sent directly to voicemail.
*CallTower has opened a master case for this issue as it is affecting more than one CallTower customer. This issue may or may not directly affect your services. If you are affected, please report the issue to
support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise.
Jun 11, 14:38 MDT
Identified -
Microsoft has provided the following update and potential workaround to use while they continue to troubleshoot the issue:
Title: Inbound and outbound calls through the Microsoft Teams desktop client are going to voicemail
User Impact: Affected users may have inbound or outbound calls through the Microsoft Teams desktop client sent straight to Voicemail
More info: Impacted users with access to the Microsoft Teams web app or mobile apps may be able to use that platform as an alternate solution.
Current status: After additional investigation we've determined that the infrastructure responsible for generating call notifications is unable to confirm an active session for the end user, resulting in calls being sent directly to voicemail. We're investigating further to isolate the source of this issue and determine the steps necessary to address the problem.
Scope of impact: This issue could impact any of your Microsoft Teams desktop client users.
Start time: Friday, June 11, 2021, 7:00 AM (1:00 PM UTC)
Next update by: Friday, June 11, 2021, 3:30 PM (9:30 PM UTC)
Potential Workaround: Affected users who are able can shut down their Teams desktop client to force calls to be directed to their mobile device as a primary recipient platform. They may also use the Teams web application as an alternative way to receive calls. This is a quick update designed to give the latest information on the issue.
CallTower Support is available to work with customers on placing temporary call forwards upon request. Please reach out to Support at 1-800-347-5444 to discuss potential work around options.
*CallTower has opened a master case for this issue as it is affecting more than one CallTower customer. This issue may or may not directly affect your services. If you are affected, please report the issue to
support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise.
Jun 11, 14:07 MDT
Investigating -
CallTower has been notified of an issue where incoming calls are not completing for Microsoft Teams – Direct Routing customers.
Microsoft has provided the following information regarding this incident:
We're investigating a reported issue in which some incoming Microsoft Teams calls may be sent straight to voicemail. We'll be providing updates under TM261472 in the admin center.
*CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to
support@calltower.com. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise. This issue is being investigated as a top priority.
Jun 11, 13:23 MDT