Microsoft 365 Alert – Service Degradation – Microsoft Teams – Some users recently migrated to Microsoft Teams may not see the dial pad for up to 60 hours after being migrated – RESOLVED

12/04/2023 09:05:00 AM (GMT)

NHSmail Reference : INC35271543

Microsoft Reference : TM540210

Issue Status : RESOLVED

Issue Description : Some users recently migrated to Microsoft Teams may not see the dial pad for up to 60 hours after being migrated.

More Information : This issue is intermittent and specifically impacts users migrated from an on-premises environment to the cloud, and users that were assigned a new number or changed numbers in Microsoft Teams. The issue occurs in all Microsoft Teams connection methods.

As a workaround, admins are able to use the following script to manually implement the Voice Policy change:

$UserSip = Current status: Microsoft have commenced the deployment process which they anticipate will be complete by Wednesday, May 10, 2023. Once the deployment has been completed, they’ll monitor the affected environments for a brief period to ensure its efficiency, before declaring the issue mitigated.

Final Update : 11/05/2023 10:17:00 AM – Microsoft completed deployment of the fix and after monitoring the service, they have verified that the fix has successfully remediated the problem.

Scope of impact : Any Microsoft Teams user who was recently migrated from an on-premises environment to the cloud, or that recently received a new number or whose number was recently changed, may intermittently experience delays of up to 72 hours in accessing the Microsoft Teams dial pad.

Root cause : An update to optimize cache processing on the underlying infrastructure, responsible for supporting Microsoft Teams functionality, subsequently increased the length of time that the dial pad took to become visible to users after migrations, number assignments, and number changes.

Next steps : Microsoft are investigating how the update to optimize cache processing on the underlying infrastructure, responsible for supporting Microsoft Teams functionality, subsequently increased the length of time that the dial pad took to become visible to users after migrations, number assignments, and number changes to prevent this problem from happening again.

They are also assessing why impact wasn’t identified prior to deploying the impacting change so that we can improve their update testing practices.