Live status of all services Incident · resolved

Agents are unable to access Dynamics 365 Contact Center

Dynamics 365 Apps CR1550885

Agents were unable to access Dynamics 365 Contact Center.

Status
Service restored
Feature
Sign In/Authentication
Region
Not specified (all regions)
Started
Nov 12, 2026, 18:00 CET
Resolved
Nov 13, 2026, 01:57 CET
Duration
7 h 57 min

Root cause

A portion of the database infrastructure responsible for Contact Center experienced connectivity failures.

Next Steps: We're analyzing performance data and trends on the affected systems to prevent this problem from happening again.

Final status

We have completed the restart. Following a period of monitoring service diagnostics, we have confirmed that agent access to Dynamics 365 Contact Center has been restored.

A Post Incident Report will be published within five days.

Timeline

Every update Microsoft posted for this issue, newest first.

  1. Nov 13, 2026, 02:25 CET

    We have completed the restart. Following a period of monitoring service diagnostics, we have confirmed that agent access to Dynamics 365 Contact Center has been restored.

    A Post Incident Report will be published within five days.

  2. Nov 13, 2026, 00:50 CET

    We are continuing to restart the transcript service to restore functionality.

    Next Update: Friday, November 13, 2026, at 3:00 AM UTC

  3. Nov 12, 2026, 23:10 CET

    Following the service failover, we have confirmed that agent access, voice, and messaging functionality has been restored. Agents may experience intermittent failures viewing conversation transcripts. We are preparing to restart the transcript service.

    Next Update: Friday, November 13, 2026, at 12:00 AM UTC

  4. Nov 12, 2026, 22:14 CET

    Following our service diagnostic review, we are performing a failover of the impacted database infrastructure. We are monitoring service telemetry for recovery.

    Next Update: Thursday, November 12, 2026, at 11:00 PM UTC

  5. Nov 12, 2026, 21:25 CET

    After our investigation, we identified a portion of the database infrastructure responsible for Contact Center experienced connectivity failures. We are gathering and reviewing service diagnostic data to determine cause and possible next troubleshooting steps.

    Next Update: Thursday, November 12, 2026, at 10:00 PM UTC

  6. Nov 12, 2026, 21:01 CET

    We are aware of an emerging issue where users are unable to access your Dynamics 365 Contact Center, preventing agents from sending or receive messages and voice calls. We are investigating the issue and will provide another update within the next 30 minutes.

    This information is preliminary and may be subject to changes, corrections, and updates.

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To see whether your own tenant is affected, check Service health in the Microsoft 365 admin center. Only a backup outside Microsoft protects against data loss, and only a tested break-glass account against locked-out admins. We set up both in fixed-scope sprints.

Source: Microsoft Graph, Service Communications API. This is the view of a Swiss Microsoft 365 tenant: services not licensed there are missing, and individual issues may affect your tenant differently. Microsoft names the region only in the issue text. The Switzerland view shows issues for Switzerland, for Europe in general and those without a region, but not issues that only name other countries such as Germany or the UK. This page is not provided by Microsoft.