Title: Users may be unable to make outbound Public Switched Telephone Network (PSTN) calls in the new Microsoft Teams client
User impact: Users may be unable to make outbound PSTN calls in the new Microsoft Teams client.
More info: Impact is specific to users who are making outbound PSTN calls in the People App and Live Person card on the new Microsoft Teams desktop client. To avoid this issue, we recommend users to use the dial pad to make calls or switch back to the classic Microsoft Teams desktop client to make outbound PSTN calls as expected.
Additionally, a new impact scenario has been identified that when a user calls out from the People App or Live Person card, the callee will receive two notifications of the inbound call. Clicking on the first inbound call notification will automatically decline the call, making it unable to connect. However, if the callee clicks on the second notification then the call will go through as expected.
Current status: We’ve identified an API code compatibility issue between the classic Microsoft Teams desktop client and the new Microsoft Teams desktop client that is preventing PSTN call functionality from working as expected when making calls from the People App or Live Person card. We’ve determined that two separate fixes in the form of code changes are needed to fully restore PSTN calling functionality. We’ve implemented the first code change to resolve the issue with making calls from the People App and are monitoring telemetry as the deployment saturates the impacted environments to ensure it effectively resolves the issue. As we monitor the deployment, we’ll prepare to develop the fix to resolve PSTN calling from the Live Person card based on the effectiveness of the initial fix, and to ensure it will successfully remediate impact without adversely impacting other aspects of the service. We’ll aim to provide a deployment timeline once one becomes available.
Scope of impact: Impact is specific to some users who are making outbound PSTN calls in the People App and Live Person card on the new Microsoft Teams desktop client.
Root cause: An API code compatibility issue between the classic Microsoft Teams desktop client and the new Microsoft Teams desktop client that is preventing PSTN call functionality from working as expected when making calls from the People App or Live Person card.
Next update by: Wednesday, January 31, 2024, at 8:30 PM UTC
