Microsoft 365 Alert – Service Degradation – Microsoft Teams – Users may be unable to make outbound Public Switched Telephone Network (PSTN) calls in the new Microsoft Teams client – RESOLVED

Announcements Sourav Nandi

26/01/2024 09:105:00 AM

NHSmail Reference: INC41081198

Microsoft Reference: TM710083

Issue Status: RESOLVED

Issue Description: Users may be unable to make outbound Public Switched Telephone Network (PSTN) calls in the new Microsoft Teams client.

More info: Impact is specific to users who are making outbound PSTN calls in the People App and Live Person card on the new Microsoft Teams desktop client. To avoid this issue, we recommend users to use the dial pad to make calls or switch back to the classic Microsoft Teams desktop client to make outbound PSTN calls as expected.

Additionally, a new impact scenario has been identified that when a user calls out from the People App or Live Person card, the callee will receive two notifications of the inbound call. Clicking on the first inbound call notification will automatically decline the call, making it unable to connect. However, if the callee clicks on the second notification then the call will go through as expected.

Final Update: 13/02/2024 08:52:00 AM – Microsoft have monitored telemetry and confirmed that the issue is resolved.

Scope of impact: Impact is specific to some users who are making outbound PSTN calls in the People App and Live Person card on the new Microsoft Teams desktop client.

Root cause: A recent feature update introduced an API code compatibility issue between the classic Microsoft Teams desktop client and the new Microsoft Teams desktop client which is preventing PSTN call functionality from working as expected when making calls from the People App or Live Person card.

Next steps: Microsoft have identified and are implementing additional code updates to further strengthen the service and help ensure similar issues don’t occur in the future.