Users may have been unable to reach resource accounts that use first-party or third-party voice and chat apps

Title: Users may have been unable to reach resource accounts that use first-party or third-party voice and chat apps

User impact: Users may have been unable to reach resource accounts that use first-party or third-party voice and chat apps.

More info: The issue affected Microsoft Teams resource accounts that use first-party or third-party voice and chat apps.

Impact scenario included, but weren’t limited to the following:

– External Public Switched Telephone Network (PSTN) calls to Microsoft Teams resource accounts that used third-party voice applications
– Calls to auto attendants and call queues
– Placing calls on hold (music isn’t heard)
– The Microsoft Teams conversation bot may have not responded to users and one-on-one conversations

Final status: We’ve deployed the fix and received confirmation from affected users that impact has been remediated.

Scope of impact: This event may have intermittently affected Microsoft Teams resource accounts that used first-party or third-party voice and chat apps.

Start time: Friday, September 22, 2023, at 12:00 AM UTC

End time: Wednesday, September 27, 2023, at 10:26 AM UTC

Root cause: A recent standard service update inadvertently contained a configuration issue, which was resulting in first-party or third-party voice and chat apps data to not be processed as expected.

Next steps:
– We’re reviewing our recent standard service update procedures to help prevent similar impact from happening again.

This is the final update for this event.