04/12/2023 08:45:00 AM
NHSMail Reference: INC39984734
Microsoft Reference: TM694835
Issue Status: RESOLVED
Issue Description: Users with newly assigned numbers may be unable to place outbound calls in Microsoft Teams.
More info: This issue may have affected users with Operator Connect and Teams Phone Mobile calling plans.
Users with existing phone numbers weren’t affected, unless they were assigned a new number or their number was updated.
Final Update: 04/12/2023 08:45:00 AM – Microsoft have completed their process of reprocessing affected numbers to be utilized in the old system and have applied their fix to utilize the old system while they correct the issue affecting the new system that resulted in impact. The issue is now resolved for all users.
Scope of impact: This issue may have affected any user with Operator Connect and Teams Phone Mobile calling plans attempting to place outbound calls in Microsoft Teams.
Root cause: A recent change intended to route traffic to utilize a new system for calling caused newly assigned phone numbers to not be recognized by the new system, resulting in impact.
Next steps: Microsoft are reviewing their change testing and validation procedures to identify how impact was missed and better prevent similar future occurrences.