Live status of all services Incident · resolved

Some users' calls may fail in Microsoft Teams

Microsoft Teams TM1509890

Users' calls may have failed in Microsoft Teams.

Status
Service restored
Feature
Calling
Region
Not specified (all regions)
Started
Oct 16, 2026, 04:15 CEST
Resolved
Oct 16, 2026, 19:26 CEST
Duration
15 h 10 min

More info

Specifically, reports from affected users indicated that Public Switched Telephone Network (PSTN) direct routing calls for certain accounts associated with call queues in Microsoft Teams weren't being connected. Additionally, resource accounts and auto attendants associated with these call queues may not have received inbound calls.

Scope of impact

Impact was specific to users attempting to make calls to phone numbers that had recently undergone assignment changes in Microsoft Teams.

Root cause

A recent configuration change that managed how phone numbers were processed was responsible for impact.

Next steps: We're reviewing and improving our configuration change procedures to detect and prevent similar issues from occurring again in the future.

This is the final update for this event.

Final status

We've confirmed that the recent configuration change that managed how phone numbers were processed was responsible for impact, and affected users confirm that impact is remediated after we reverted this change and replaying any changes to phone number that occurred during the window of impact.

Timeline

Every update Microsoft posted for this issue, newest first.

  1. Oct 16, 2026, 19:32 CEST

    We've confirmed that the recent configuration change that managed how phone numbers were processed was responsible for impact, and affected users confirm that impact is remediated after we reverted this change and replaying any changes to phone number that occurred during the window of impact.

  2. Oct 16, 2026, 17:30 CEST

    We've reverted the recent configuration change that relates to how phone numbers are processed and are monitoring to confirm if this change caused the reported impact and if the issue is resolved.

  3. Oct 16, 2026, 15:26 CEST

    We’ve reprovisioned the affected resource account-to-phone number association as an initial mitigation. During our investigation, we identified a recent configuration change that may be contributing to the impact. We’re investigating this change to determine whether it’s responsible for the issue.

  4. Oct 16, 2026, 11:23 CEST

    We’ve identified a potential issue with cached information not updating as expected following phone-number assignment changes. We’re reprovisioning the affected resource account-to-phone number association as an initial mitigation and monitoring the results to validate our root cause hypothesis and determine whether additional steps are required.

  5. Oct 16, 2026, 06:39 CEST

    We're continuing to review user-provided service logs and call logs to gain insight into the underlying source of impact and determine our next steps.

  6. Oct 16, 2026, 04:52 CEST

    We're reviewing and analyzing user-provided service logs and contextual details to assist with our investigation and determine our next troubleshooting steps.

  7. Oct 16, 2026, 04:21 CEST

    We're investigating a potential issue with Microsoft Teams and checking for impact to your organization. We'll provide an update within 30 minutes.

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