Microsoft 365 Alert – Service Degradation – Microsoft Teams – Some users may see a draft chat message to a call queue in Microsoft Teams – ONGOING

04/04/2025 08:25:00 AM

NHSmail Reference: INC46496171

Microsoft Reference: TM1047160

Issue Status: ONGOING

Issue Description: Users may see a draft chat message to a call queue in Microsoft Teams.

More info: This issue is specifically affecting users who are set up as call queue agents.

Current Update: 22/04/2025 08:52:00 AM – Microsoft’s have identified that an unrelated pipeline issue prevented their final round of validations from completing by the previously communicated expected timeframe. They have since resolved the unrelated issue, and they have initiated the deployment of the fix to a subset of impacted users for additional validations to ensure it will successfully remediate impact without adversely impacting other aspects of the service. Once they receive positive feedback that the fix successfully resolves the underlying issue, they will initiate the deployment to the remaining impacted environments, and they will aim to provide a resolution timeline once available.

Scope of impact: Your organization is affected by this event, and the issue may impact some users set up as a call queue agent.

Root cause: A recent update addressing call disconnects introduced an issue with some call queue agents, causing the impact.

Next update by: Friday, April 25, 2025, at 11:00 PM UTC