Call Tower experienced a major incident on July 10, 2025 affecting Microsoft Teams - Direct Routing and Global SIP Trunk and 1 more component, lasting 3h 11m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 10, 2025, 12:23 PM UTC
CallTower has identified the issue affecting the completion of some inbound calls in the EMEA region. CallTower engineers are urgently working with our vendor to implement a fix. *CallTower has opened a master case for this issue as it is affecting more than one CallTower customer. This issue may or may not directly affect your services. If you are affected, please report the issue to [email protected]. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise.
- investigating Jul 10, 2025, 12:40 PM UTC
CallTower has isolated the issue to a faulty network device that is causing inbound calls to fail on certain routes. Our network engineers are working diligently to restore service as quickly as possible. *CallTower has opened a master case for this issue as it is affecting more than one CallTower customer. This issue may or may not directly affect your services. If you are affected, please report the issue to [email protected]. CallTower intends to post updates on status.calltower.com approximately every 30 minutes, unless identified otherwise.
- monitoring Jul 10, 2025, 12:51 PM UTC
Voice network engineers were able to apply a workaround, and are seeing inbound calls completing at this time. Please retest and advise if you are experiencing any persisting issues. CallTower continues to work on resolving the faulty network device that is impacting inbound calls to the EMEA region. CallTower has opened a master case for this issue as it is affecting more than one CallTower customer. This issue may or may not directly affect your services. If you are affected, please report the issue to [email protected]. CallTower intends to post updates on status.calltower.com as soon as any new information is available.
- resolved Jul 10, 2025, 03:34 PM UTC
The issue is considered resolved and the associated cases will be closed out. Default messaging: CallTower will be closing this master case and all associated cases. Within three business days, an Official Root Cause Analysis (RCA) or a Preliminary RCA will be available and provided to customers upon request.