MS Teams Phone Issue

April 29, 2022 7:52 a.m.
Outage category: 
Telephone
Location: 
All MS Teams on the calling plan for PSTN calling, ~1300 people
Status: 
Closed
Resolved alert: 
04/28/2022 3:16 pm

Cannot call out or receive any PSTN calls using the MS Teams calling plan

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.

Duration: 
04/28/2022 10:06 am - 04/28/2022 3:16 pm
Impact to Mason: 

No phone service for external dialing or receiving.

Affected Services: 
Telephone Services
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.

STATISTICS
Service Team: 
Support Center, Enterprise Collaboration,