Outage category: Telephone
Location: All MS Teams on the calling plan for PSTN calling, ~1300 people
Status: Closed
Resolved Alert:
Initial Symptoms
ITS SC could not transfer calls to MS Teams numbers. Started testing lines to verify if it was an MS Teams issue or Webex Contact Center problem.
Root Cause Analysis
Cause
MS has identified that an automatic script was activated after a failed service deployment per standard procedure. However, the script contained an underlying bug which routed PSTN traffic to components not configured to handle service requests.
Resolution
They have reconfigured the service to route requests to functionally operational infrastructure to remediate impact. They have confirmed the issue is
resolved after monitoring the environment and receiving confirmation from previously impacted users that the issue is no longer occurring.
Prevention
Report in 5 days.