Microsoft 365 Alert – Service Degradation – Microsoft Teams – Some users may be unable to opt in or out of Microsoft Teams Call Queues – RESOLVED

Announcements Arpan Das

17/12/2024 12:04:00 PM

NHSmail Reference: INC47525415

Microsoft Reference: TM959194

Issue Status: RESOLVED

Issue Description: Users may be unable to opt in or out of Microsoft Teams Call Queues.

More info: While Microsoft’s focus on remediation, affected users may be able to circumvent impact with the following steps;

1. Open the call queue in Teams Admin Centre
2. Toggle “Call agents can opt out of taking calls” to off
3. Submit
4. Go back in and toggle “Call agents can opt out of taking calls” to on
5. Submit
6 Close and reopen Teams and all users can see the option again

Final Update: 17/12/2024 17:55:00 PM – Microsoft have completed their rerouting of traffic to alternate healthy infrastructure while they continue their analysis of the missing Call Queue ID and they have confirmed with a subset of impacted users that impact is resolved.

Scope of impact: Impact is specific to some users who are served through the affected infrastructure.

Next Steps: Microsoft are continuing their analysis and investigation into the missing Call Queue ID to determine why it was missing to further our understanding of the underlying root cause of impact and to prevent similar impact from occurring in future.