Alerify Datacenter - Phone System Issues – Incident details

Microsoft has confirmed that the fix has been deployed and the issue has been resolved. Microsoft’s final update is provided below.

Issue ID: TM1022107
Affected services: Microsoft Teams
Status: Service restored
Issue type: Incident
Start time: Mar 3, 2025, 9:46 AM MST
End time: Mar 3, 2025, 1:19 PM MST

User impact
Users may not have been able to receive calls placed through Microsoft Teams provisioned auto attendants and call queues

More info
Callers routed through call queues may have heard a busy signal or the call may have rung for 45+ seconds and then ended.

Scope of impact
Users who expected to make or receive calls routed through Microsoft Teams provisioned auto attendants and call queues may have been affected.

Preliminary root case
A configuration change to an auto-attendant app ID record that matches inbound calls with users in call queues was preventing users from receiving calls and caused the impact.
Next steps
- We’re reviewing our testing and validation processes to understand how the impact of the configuration change wasn’t identified prior to implementation so that we can improve our testing and validation procedures and avoid similar issues in the future.
We'll provide a preliminary Post-Incident Report within two business days and a final Post-Incident Report within five business days.

Current status
Mar 3, 2025, 1:50 PM MST
Our fix was successfully deployed. After an extended period of monitoring, we’ve confirmed through telemetry that service is restored and impact has been fully remediated.

*CallTower will be closing this master case and all associated cases.

Incident status: Monitoring

CallTower has continued to work with Microsoft on the issue affecting inbound calling to auto attendants and call queues. Microsoft has applied a fix at this time. CallTower’s testing shows that calls are now completing as expected. Microsoft's update is provided below.

Issue ID: TM1022107
Affected services: Microsoft Teams
Status: Service degradation
Issue type: Incident
Start time: Mar 3, 2025 at 9:46 AM MST

User impact
Users may not be able to receive calls placed through Microsoft Teams provisioned auto attendants and call queues.

More info
Callers routed through call queues may hear a busy signal or the call may ring for 45+ seconds and then end.

Scope of impact
Users expecting to make or receive calls routed through Microsoft Teams-provisioned auto attendants and call queues may be affected.

Preliminary root case
A configuration change to an auto-attendant app ID record that matches inbound calls with users in call queues is preventing users from receiving calls and causing the impact.

Current status
Mar 3, 2025 at 1:20 PM MST
We’ve deployed the configuration to the auto-attendant app and are seeing service functionality improvements as expected. We’re continuing to monitor to confirm the fix is mitigating impact.
Next update by:
Monday, March 3, 2025 at 2:30 PM MST

*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.

Microsoft continues to work to resolve the issue affecting inbound calls to auto attendants and call queues for Microsoft Teams. Microsoft has provided an update which is included below.

Issue ID: TM1022107
Affected services: Microsoft Teams
Status: Service degradation
Issue type: Incident
Start time: Mar 3, 2025 at 9:46 AM MST
User impact
Users may not be able to receive calls placed through Microsoft Teams provisioned auto attendants and call queues.
Scope of impact
Users expecting to make or receive calls routed through Microsoft Teams-provisioned auto attendants and call queues may be affected.
Preliminary root case
A modification made to an auto attendant application ID record is rejecting Microsoft Teams call queues.
Current status
Mar 3, 2025 at 12:33 PM MST
We've discovered that a modification to an auto attendant application ID record is rejecting Microsoft Teams call queues. We've deployed a fix to update the affected application ID record, which will mitigate impact.
Next update by:
Monday, March 3, 2025 at 1:30 PM MST

*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. This issue is being investigated as a top priority.

CallTower continues to work with Microsoft on the issue affecting the completion of inbound calls for auto attendants and call queues.