Microsoft 365 Alert – Service Degradation – Microsoft Teams – Users may intermittently be unable to reach resource accounts that use first-party or third-party voice and chat apps – RESOLVED

Announcements Habiba Tabasum

27/09/2023 08:43:00 AM (GMT)

NHSMail Reference: INC38532503

Microsoft Reference : TM677554

Issue Status : RESOLVED

Issue Description : Users may intermittently be unable to reach resource accounts that use first-party or third-party voice and chat apps.

More info : The issue affects Microsoft Teams resource accounts that use first-party or third-party voice and chat apps.

The impact includes, but isn”t limited to the following:
– External Public Switched Telephone Network (PSTN) calls to Microsoft Teams resource accounts that use third-party voice applications.
– Calls to auto attendants and call queues.
– Placing calls on hold (music isn”t heard).
– The Microsoft Teams conversation bot may not respond to users and one-on-one conversations.

Final Update : 27/09/2023 13:21:00 PM – Microsoft deployed the fix and received confirmation from affected users that impact has been remediated.

Scope of impact : This event may intermittently affect Microsoft Teams resource accounts that use first-party or third-party voice and chat apps.

Root cause : A recent standard service update inadvertently contains a configuration issue, which is resulting in first-party or third-party voice and chat apps data to not be processed as expected.

Next steps : Microsoft are reviewing their recent standard service update procedures to help prevent similar impact from happening again.