Microsoft 365 Alert : Service Degradation – Microsoft Teams – Some users” calls may unexpectedly disconnect in Microsoft Teams when made or transferred to the call queue – RESOLVED

17/02/2023 09:25:00 AM (GMT)

NHSmail Reference : INC34357475

Microsoft Reference : TM516561

Issue Status : RESOLVED

Issue Description : Some users” calls may unexpectedly disconnect in Microsoft Teams when made or transferred to the call queue.

More info : Only transferred call queue and auto attendant calls were affected.

Scope of impact : Approximately nine percent of call transfers to call queues or auto attendants were affected.

Final  Update : 17/02/2023 09:25:00 AM – Microsoft have identified that a configuration set in a recent service update disrupted a network routing component, resulting in impact when calls were made to Microsoft Teams call queues. They corrected this configuration and used internal monitoring telemetry to confirm that impact is remediated.

Root Cause : A configuration set in a recent service update disrupted a network routing component, resulting in impact when calls were made to Microsoft Teams call queues.

Next steps : Microsoft are reviewing the service update validation process to improve the detection of similar issues in the future.