CallTower continues to work with Microsoft on the issue causing some inbound calls to fail for Microsoft Direct Routing customers using Intermedia contact center. As of yesterday evening, CallTower has implemented a patch to resolve issues for all identified customers. CallTower will continue working with any additional customers who report related issues.
Posted Mar 26, 2025 - 09:18 MDT
Update
CallTower continues to work with Microsoft support to resolve the issue affecting Teams Direct Routing customers, which has been escalated for review and resolution. Our Management Team remains committed to securing a permanent resolution. In the meantime, CallTower has implemented effective workarounds, including migrating services to Microsoft Operator Connect or applying temporary fixes for Direct Routing—both of which are quick and simple processes.
Our Support team has successfully migrated most impacted customers and remains available to assist those who wish to explore this option. If you're experiencing issues, please contact CallTower Support for assistance.
*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 as they become available.
Posted Mar 25, 2025 - 16:23 MDT
Update
CallTower Engineers have collaborated with Microsoft Support, providing detailed information that has been escalated to Microsoft's engineering team for review and solution development. Our Support team has successfully migrated most impacted Teams Direct Routing customers to Operator Connect. CallTower’s Management Team remains focused on escalating the matter with Microsoft to ensure a permanent resolution.
CallTower can implement various workarounds to restore services for affected customers. If you're experiencing issues, please contact CallTower Support to migrate your services to Microsoft Operator Connect or apply a workaround to alleviate symptoms for Direct Routing —both of which are quick and simple processes.
*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.
Posted Mar 25, 2025 - 14:41 MDT
Update
CallTower remains committed to urgently addressing the issue impacting inbound calls for certain Microsoft Teams customers using the Intermedia contact center. CallTower Support has migrated the majority of the affected Teams Direct Routing customers to Operator Connect. The CallTower Management Team continues to place a focus on escalating the matter with Microsoft to reach a permanent resolution.
CallTower can implement various workarounds to restore services for affected customers. If you're experiencing issues, please contact CallTower Support to migrate your services to Microsoft Operator Connect or apply a workaround to alleviate symptoms for Direct Routing —both of which are quick and simple processes.
*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.
Posted Mar 25, 2025 - 13:40 MDT
Update
CallTower remains committed to urgently addressing the issue impacting inbound calls for certain Microsoft Teams customers using the Intermedia contact center. While we actively implement a workaround for affected customers who have requested it, our management team continues to escalate the matter with Microsoft in an effort to reach a resolution.
As an alternative solution, customers have the option to migrate their Teams Direct Routing services to Teams Operator Connect. This is a relatively quick and straightforward change. Customers interested in this migration are encouraged to contact CallTower Support for more details.
*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.
Posted Mar 25, 2025 - 10:11 MDT
Update
CallTower continues to urgently address the issue affecting inbound calls for some Microsoft Teams customers using the Intermedia contact center. We are actively working with Microsoft to resolve the core issue while simultaneously implementing a workaround for affected customers.
As an alternative solution, customers have the option to migrate their Teams Direct Routing services to Teams Operator Connect. This is a relatively quick and straightforward change. Customers interested in this migration are encouraged to contact CallTower Support for more details.
*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.
Posted Mar 25, 2025 - 09:22 MDT
Update
CallTower Engineers are actively collaborating with Microsoft to resolve the issue affecting inbound calls for some of our Microsoft Teams customers using the Intermedia contact center. Resolving this issue remains our highest priority and is being urgently escalated.
In the meantime, CallTower has implemented a workaround to help mitigate the impact while we continue troubleshooting. Customers experiencing this issue are encouraged to contact CallTower Support for assistance in applying the workaround.
*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.
Posted Mar 25, 2025 - 08:02 MDT
Update
CallTower continues to work with Microsoft to investigate the intermittent issue affecting inbound calls for Microsoft Direct Routing customers using Intermedia contact center. CallTower engineers have rolled out a workaround while we continue to resolve the issue. CallTower will work with the affected customers to ensure the workaround is resolving inbound call issues.
CallTower will continue to work this issue into the evening and provide further updates starting 8am MDT.
*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.
Posted Mar 24, 2025 - 19:30 MDT
Update
CallTower continues to work with Microsoft to resolve the issue affecting some inbound calls for Microsoft Teams customers using Intermedia contact center. We are actively escalating the issue and pushing for a resolution.
As an alternative, moving to Microsoft Operator Connect is an option. If you are interested in learning more, please reach out to CallTower Support.
*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.
Posted Mar 24, 2025 - 17:23 MDT
Update
CallTower Engineers are actively working with Microsoft to resolve the issue affecting intermittent inbound call failures for Microsoft Teams customers using Intermedia Contact Center. CallTower continues to prioritize this issue and is working to resolve it as soon as possible.
*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.
Posted Mar 24, 2025 - 15:38 MDT
Update
CallTower is actively troubleshooting the issue impacting inbound calls for Microsoft Direct Routing customers using Intermedia. We have identified an intermittent signaling problem originating from Microsoft and are working to engage Microsoft engineers for further investigation.
If you are experiencing this issue and CallTower is not your Cloud Solution Provider (CSP), please contact our support team for guidance on how to request your CSP to escalate the matter with Microsoft.
As an alternative, moving to Microsoft Operator Connect is an option. If you are interested in learning more, please reach out to CallTower Support.
*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.
Posted Mar 24, 2025 - 14:41 MDT
Identified
CallTower continues to urgently troubleshoot the intermittent issue impacting inbound calls for Microsoft customers using the Intermedia contact center. We have identified a call routing issue and are currently working to engage Microsoft to assist in resolving it.
*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.
Posted Mar 24, 2025 - 13:29 MDT
Update
CallTower engineers are actively investigating the issue intermittently impacting inbound calls for Microsoft Direct Routing customers using Intermedia. Our engineering teams are working with the highest urgency to identify the root cause and implement a resolution as quickly as possible. We will continue to provide updates as more information becomes available.
*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.
Posted Mar 24, 2025 - 12:54 MDT
Update
CallTower continues to urgently investigate the issue affecting inbound calls for Microsoft Teams. Reports seem to indicate that the issue only affects Microsoft Direct Routing customers using the Intermedia Contact Center. If you are experiencing an issue, please provide call examples of the issue to Support@calltower.com.
*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.
Posted Mar 24, 2025 - 12:13 MDT
Investigating
CallTower support is investigating multiple reports of dropped calls on the Microsoft Teams side, but have not identified/confirmed there is an issue on our network or with our services.
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.
Posted Mar 24, 2025 - 11:34 MDT
This incident affected: Microsoft (Microsoft Teams - Direct Routing).