Call Tower Outage History

Started Sep 16, 2026, 10:13 PM UTC· resolved Sep 17, 2026, 07:02 PM UTC

1. investigating Sep 16, 2026, 10:13 PM UTC

   CallTower is currently investigating an issue affecting the provisioning of Direct Routing users in CallTower Connect for GCC High tenants. Customers may experience errors when assigning DIDs or validating Voice Apps in GCC High environments. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to [email protected]. This issue is being investigated as a top priority.

2. identified Sep 16, 2026, 10:58 PM UTC

   CallTower engineers have identified the root cause of the issue affecting Direct Routing (DR) user provisioning in CallTower Connect for GCC High customers. A corrective patch will be implemented after business hours this evening. For customers requiring immediate assistance, CallTower Support has a temporary workaround available. Please reach out to [email protected] for assistance. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to [email protected]. This issue is being investigated as a top priority.

3. monitoring Sep 17, 2026, 03:12 PM UTC

   CallTower deployed a corrective patch early this morning to resolve the issue affecting Direct Routing (DR) user provisioning in CallTower Connect for GCC High tenants. CallTower is currently monitoring the environment to confirm the issue has been fully resolved. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to [email protected]. This issue is being investigated as a top priority.

4. resolved Sep 17, 2026, 07:02 PM UTC

   CallTower has continued to monitor the issue following this morning's patch and has confirmed customers are successfully provisioning Direct Routing (DR) users in CallTower Connect for GCC High customers. This issue is now considered resolved. 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.

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Started Jul 15, 2026, 04:39 PM UTC· resolved Jul 16, 2026, 06:31 PM UTC

1. investigating Jul 15, 2026, 04:39 PM UTC

   CallTower is investigating reports of the Dial by Name feature not working for some of our Operator Connect customers. We have opened a case with Microsoft to help investigate this issue. *CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

2. investigating Jul 15, 2026, 05:43 PM UTC

   CallTower engineers continue to investigate the issue affecting Dial by Name functionality for a subset of Teams Operator Connect customers. We remain actively engaged with Microsoft and continue to escalate the matter to assist in identifying the underlying cause and restoring normal service as quickly as possible. *CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to [email protected]. CallTower intends to post updates on status.calltower.com approximately every 60 minutes, unless identified otherwise. This issue is being investigated as a top priority.

3. investigating Jul 15, 2026, 07:01 PM UTC

   CallTower engineers continue to work with Microsoft to investigate the Dial by Name issue affecting some Teams customers. The issue remains under active review, and escalation efforts are ongoing as both teams analyze available diagnostic information. We will share additional updates as soon as new information becomes available and thank you for your patience while this investigation continues. *CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to [email protected]. CallTower intends to post updates on status.calltower.com approximately every 60 minutes, unless identified otherwise. This issue is being investigated as a top priority.

4. resolved Jul 16, 2026, 06:31 PM UTC

   Microsoft has reported that they have implemented a fix for the issue affecting Dial by Name functionality for Microsoft Teams customers. Following the deployment of the fix, CallTower engineers have completed validation testing across multiple customer tenants and have confirmed that the service is functioning as expected. If you are still experiencing issues, please reach out to [email protected]. CallTower will be closing this master case and all associated cases.

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Started Jul 09, 2026, 09:57 AM UTC· resolved Jul 13, 2026, 02:51 PM UTC

1. investigating Jul 09, 2026, 09:57 AM UTC

   CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

2. investigating Jul 09, 2026, 10:28 AM UTC

   Microsoft Teams and Zoom customers in EMEA are receiving failures when attempting outbound calls. Calltower's voice network engineers have been engaged and are working diligently to restore services in EMEA. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

3. identified Jul 09, 2026, 11:00 AM UTC

   CallTower engineers are continuing their efforts to isolate and restore services in EMEA for all affected customers. 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

4. identified Jul 09, 2026, 11:33 AM UTC

   CallTower Network Engineers have identified a potential cause of the service disruption and are actively working to implement remediation measures. At this time, our engineers are focused on validating the identified cause and restoring full-service stability as quickly as possible. We are continuing to monitor the environment closely and are treating this issue as a top priority. 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

5. monitoring Jul 09, 2026, 12:02 PM UTC

   CallTower engineers have completed remediation efforts and service appears to be restored, based on current monitoring and testing. We ask that affected customers please retest their services and confirm that normal functionality has been restored. If you continue to experience any issues, please contact CallTower Support and provide details of the impact so that our teams can investigate further. 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 any new information becomes available.

6. resolved Jul 13, 2026, 02:51 PM UTC

   CallTower considers the issue resolved at this time. We 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.

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Started Apr 29, 2026, 05:22 PM UTC· resolved Apr 29, 2026, 06:59 PM UTC

1. investigating Apr 29, 2026, 05:22 PM UTC

   CallTower Support has received reports of issues impacting some Five9 customers. Users may experience call delays, Audio issues, intermittent slow browser speed, and connection issues to Five9. CallTower support is currently investigating with Five9 engineering to mitigate and resolve these issues. *CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to [email protected]. CallTower intends to post updates on status.calltower.com approximately every 60 minutes, unless identified otherwise. This issue is being investigated as a top priority.

2. resolved Apr 29, 2026, 06:59 PM UTC

   CallTower Support has confirmed resolution of the Five9-related issues that were impacting call delays, audio issues, browser speed, and connection issues to Five9. The issue was addressed in coordination with Five9 Engineering, and services are operating normally at this time. 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.

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Started Mar 02, 2026, 04:52 PM UTC· resolved Mar 02, 2026, 08:15 PM UTC

1. investigating Mar 02, 2026, 04:52 PM UTC

   CallTower Support is actively investigating multiple reports of inbound and outbound call failures and login issues with CT Cloud Communicator Mobile but has not identified/confirmed there is an issue on our network or with our services. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

2. identified Mar 02, 2026, 05:25 PM UTC

   The issues affecting CT Cloud Communicator Mobile have been identified as vendor-related. CallTower engineers are actively working with the vendor to determine and implement a resolution. 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.

3. identified Mar 02, 2026, 05:56 PM UTC

   CallTower Engineering remains engaged with the vendor and is providing logs and diagnostic information as part of the ongoing resolution process. 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.

4. identified Mar 02, 2026, 06:32 PM UTC

   CallTower Engineering continues to partner with the vendor on log and diagnostic review. The issue has been isolated to an affected system, and investigation is ongoing. 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.

5. monitoring Mar 02, 2026, 07:37 PM UTC

   Based on vendor guidance, CallTower Engineering completed a configuration change designed to address the CT Cloud Communicator Mobile issue. CallTower Support will continue to monitor the environment to confirm the issue is fully resolved. 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.

6. resolved Mar 02, 2026, 08:15 PM UTC

   CallTower Support has received positive confirmation from affected customers, and the CT Cloud Communicator Mobile issue is considered resolved. 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.

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Started Feb 20, 2026, 07:15 PM UTC· resolved Feb 20, 2026, 07:15 PM UTC

1. resolved Feb 20, 2026, 07:15 PM UTC

   Some CallTower customers may have briefly experienced issues with Intermedia Contact Center Voice and login. The issue was identified as an Intermedia service outage and has since been resolved. Update from Intermedia: Intermedia Engineering teams identified the root cause as a Cloudflare service disruption that affected connectivity to certain Intermedia services. The third-party provider has since restored service, and Intermedia has verified that Email, Contact Center, and Voice services are fully operational. If any issues persist, customers are advised to contact Intermedia Support for assistance. 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.

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Started Feb 04, 2026, 04:27 PM UTC· resolved Feb 04, 2026, 05:33 PM UTC

1. investigating Feb 04, 2026, 04:27 PM UTC

   Microsoft has reported issues with opting into Teams call queues. Microsoft has released an official service health alert for this issue (TM1226887), which is included below. Calltower has identified a workaround for the issue by toggling off the option "Call agents can opt out of taking calls" in the Teams Admin Center. Microsoft also reports that using the Teams application on mobile is a valid workaround. Microsoft's Posting (TM1226887) Issue ID: TM1226887 Affected services: Microsoft Teams Status: Service degradation Issue type: Advisory Start time: Feb 4, 2026, 9:10 AM MST User impact Users may be unable to toggle call queues on or off in the Microsoft Teams web or desktop client. More info As a workaround, users may be able to use the Microsoft Teams mobile app to toggle call queues as expected. Scope of impact Some users hosted in the North America region attempting to toggle call queues in the Microsoft Teams web or desktop client may be impacted. Root cause A code change contained within a recent service update is causing request to be sent to an incorrect URL, resulting in impact. Current status Feb 4, 2026, 9:11 AM MST We've identified that a code change contained within a recent service update is causing requests to be sent to an incorrect URL, resulting in impact. We're reverting the offending service update as a potential remediation action, and anticipate this process will complete by our next scheduled communications update. Next update by: Wednesday, February 4, 2026 at 11:00 AM MST *CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

2. resolved Feb 04, 2026, 05:33 PM UTC

   Microsoft is now reporting that the issue affecting Teams users ability to toggle call queues has been resolved. Microsoft’s final posting is included below. Issue ID: TM1226887 Affected services: Microsoft Teams Status: Service restored Issue type: Advisory Start time: Feb 4, 2026, 2:30 AM MST End time: Feb 4, 2026, 9:22 AM MST User impact Users may have been unable to toggle call queues on or off in the Microsoft Teams web or desktop client. More info As a workaround, users may have been able to use the Microsoft Teams mobile app to toggle call queues as expected. Additionally, admins may have been unable to make changes to call queues, auto attendants, and holidays within the Microsoft Teams admin center. Scope of impact Some users hosted in the North America region attempting to toggle call queues in the Microsoft Teams web or desktop client may have been impacted. Additionally, admins making changes to call queues, auto attendants, and holidays in the Microsoft Teams admin center may also have been affected. Root cause A code change contained within a recent service update was causing requests to be sent to an incorrect URL, resulting in impact. Next steps - We're reviewing our update procedures to understand why impact to call queues wasn't caught during the testing phase. This will allow us to drive service improvements by proactively identifying similar issues in the future and improve our update testing processes. Current status Feb 4, 2026, 10:08 AM MST We've reverted the offending service update and confirmed through monitoring service health telemetry that the impact has been remediated. This is the final update for the event. * CallTower will be closing this master case and all associated cases.

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Started Jan 02, 2026, 01:30 PM UTC· resolved Jan 02, 2026, 03:18 PM UTC

1. investigating Jan 02, 2026, 04:23 PM UTC

   CallTower engineers have identified and resolved an issue impacting customers using CT Cloud Communicator. The problem was caused by a failed update that did not download correctly, resulting in application failures. To restore service, our engineers have reverted the update and will not reapply it until we have confirmed with the vendor that it can be deployed successfully. This will not affect customers who have manually updated to the newest version of the app; they can continue to use it without issue. A detailed summary of the event is provided below. If you continue to experience any issues, please contact CallTower Support for assistance. Start Time: Around 6:30 AM MST End Time: 8:18 AM MST Resolution Action: The update was rolled back to the previous version.

2. resolved Jan 02, 2026, 04:24 PM UTC

   This incident has been resolved.

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Started Nov 04, 2025, 06:43 PM UTC· resolved Nov 05, 2025, 02:28 PM UTC

1. investigating Nov 04, 2025, 06:43 PM UTC

   CallTower Support has received multiple reports of failures affecting Toll-Free inbound calls. Our Engineering team is actively investigating the issue. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to [email protected]. CallTower intends to post updates on status.calltower.com approximately every 60 minutes, unless identified otherwise. This issue is being investigated as a top priority.

2. monitoring Nov 04, 2025, 07:34 PM UTC

   CallTower Engineering has worked with affected vendors to implement a resolution for the Toll-Free inbound call issue. We are currently seeing resolution of the issue and are continuing to monitor to ensure continued stability and performance 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 60 minutes, unless identified otherwise.

3. monitoring Nov 04, 2025, 08:31 PM UTC

   CallTower Engineering has worked with affected vendors to implement a resolution for the Toll-Free inbound call issue. We are currently seeing continued stability and performance and will continue to monitor. If you experience any persisting issues, please provide the most recent call example and we will continue to investigate. 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 made available.

4. resolved Nov 05, 2025, 02:28 PM UTC

   CallTower is considering this issue resolved. If you experience any persisting issues, please provide the most recent call example and we will troubleshoot accordingly. 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.

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Started Sep 04, 2025, 09:30 PM UTC· resolved Sep 04, 2025, 09:45 PM UTC

1. identified Sep 04, 2025, 09:30 PM UTC

   Identified: CallTower Support has received reports of inbound and outbound call failures with Five9. We are actively working with Five9 to investigate and mitigate the issue. In the meantime, we ask customers experiencing this issue to retest their calls. 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.

2. resolved Sep 04, 2025, 09:45 PM UTC

   Resolved: CallTower Support has confirmed with Five9 as well as multiple customers that the issue is now resolved. CallTower will be closing this master case and all associated cases. If you continue to experience any problems, please contact CallTower Support at 800-347-5444 or [email protected]

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Started Aug 15, 2025, 06:52 PM UTC· resolved Aug 16, 2025, 03:46 AM UTC

1. investigating Aug 15, 2025, 06:52 PM UTC

   CallTower Support is investigating multiple reports of issues with the CT Cloud Voice EAS service. This service affects Commportal, Voicemail, Auto Attendants, Call Park, etc. CallTower Support has not identified/confirmed there is an issue on our network or with our services. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

2. monitoring Aug 15, 2025, 07:40 PM UTC

   CallTower Engineering transferred CT Cloud Voice services from CHI to DAL. CallTower Support has confirmed the functionality of CT Cloud Voice services from multiple customers and will continue to monitor. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

3. monitoring Aug 15, 2025, 08:29 PM UTC

   CallTower Support is actively monitoring the CT Cloud Voice Services issue following the move from CHI to DAL. Meanwhile, CallTower Engineering is working on implementing a permanent fix to fully resolve the issue. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to [email protected]. CallTower intends to post updates on status.calltower.com approximately every 2 hours, unless identified otherwise. This issue is being investigated as a top priority.

4. monitoring Aug 15, 2025, 11:08 PM UTC

   CallTower Support is actively monitoring the CT Cloud Voice Service issue. All services have now been restored following the transition from CHI to DAL. Meanwhile, CallTower Engineering is fully engaged in resolving the remaining API issue, which is critical for maintaining connectivity with both Connect and Metaview Web Services. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to [email protected]. CallTower intends to post updates on status.calltower.com approximately every 4 hours, unless identified otherwise. This issue is being investigated as a top priority.

5. resolved Aug 16, 2025, 03:46 AM UTC

   CallTower Support has not had any further reports of the issue with CT Cloud Voice Services. CallTower Engineering continues to work through the issue with Connect and Metaview Web Services. However, these do not have a customer service impact. This issue will be considered resolved. 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.

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Started Jul 30, 2025, 03:33 PM UTC· resolved Aug 01, 2025, 03:26 PM UTC

1. identified Jul 30, 2025, 03:33 PM UTC

   Cisco has announced they are continuing to experience a network event similar to the one they had Yesterday, 730/2025. Cisco Engineering teams are collaborating on potential mitigation actions, including rerouting and optimizing network traffic to resolve the impact. This issue may cause degradation in media quality for some Webex Calling users and Webex Contact Center agents in the US region. Additionally, some provisioning tasks and emergency calls may fail, and certain Cisco Calling Plan services may also experience failures. 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 60 minutes, unless identified otherwise.

2. monitoring Jul 30, 2025, 06:04 PM UTC

   Cisco's Engineering team has successfully implemented mitigation measures, and all impacted services are now fully operational and stable. CallTower will continue to monitor the situation closely and will share further updates as they become available. 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.

3. resolved Aug 01, 2025, 03:26 PM UTC

   This incident has been resolved.

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Started Jul 28, 2025, 05:37 PM UTC· resolved Jul 28, 2025, 07:25 PM UTC

1. investigating Jul 28, 2025, 05:37 PM UTC

   Cisco has advised they are currently experiencing a global event impacting Webex calling, media quality degradation and provisioning. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

2. investigating Jul 28, 2025, 06:04 PM UTC

   We are continuing to investigate this issue.

3. investigating Jul 28, 2025, 06:04 PM UTC

   Cisco has announced a network event that is impacting provisioning and degrading call quality for Webex Calling and Webex Contact Center. Calltower has engaged Cisco Support and is closely monitoring for any new information related to the event. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

4. identified Jul 28, 2025, 06:26 PM UTC

   Cisco has announced a network event that is impacting provisioning and degrading call quality for Webex Calling and Webex Contact Center. They have also noted that some 911 services may fail and that some Cisco Calling Plan services, and Contact Center Agents may experience failures. Their engineers have been able to identify the issue, but there is no estimated repair time yet. Calltower is engaged with Cisco Support and is closely monitoring for any new information related to the event and will provide updates as they are made available to us. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

5. identified Jul 28, 2025, 06:58 PM UTC

   Cisco Engineers have identified a network event and are working diligently toward a resolution. The event is impacting multiple services including Webex Calling, Webex Contact Center, Emergency 911 services, and some Calling Plan Services. Symptoms could include quality degradation or in some cases, call failures. The event is isolated to the US region. There has not been an estimated repair time provided yet, but any new informaiton received will be provided once it has been made available. 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 60 minutes, unless identified otherwise.

6. resolved Jul 28, 2025, 07:25 PM UTC

   Cisco Engineering has completed mitigation activities. Services should now be fully operational. Please retest and confirm if there are any persisting issues, and please let us know if further support is needed. CallTower will be closing this master case and all associated cases.

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Started Jul 10, 2025, 12:23 PM UTC· resolved Jul 10, 2025, 03:34 PM UTC

1. 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.

2. 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.

3. 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.

4. 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.

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Started May 19, 2025, 07:26 PM UTC· resolved May 19, 2025, 08:26 PM UTC

1. investigating May 19, 2025, 07:26 PM UTC

   CallTower is investigating multiple reports of outbound calls failing for SIP trunking customers. *CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

2. investigating May 19, 2025, 07:58 PM UTC

   CallTower Engineering is actively investigating the issue causing outbound call failures with CT Cloud SIP. CallTower Support has set the trunk's outbound configuration to default as a workaround until a permanent resolution can be established. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

3. resolved May 19, 2025, 08:26 PM UTC

   The CallTower Engineering team has resolved an issue with customers using a limited selection of routes for increased T.38 compatibility. CallTower Support has tested several trunks and has confirmed the outbound issue to be resolved. 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.

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Started May 19, 2025, 01:41 PM UTC· resolved May 20, 2025, 04:46 PM UTC

1. investigating May 19, 2025, 01:41 PM UTC

   CallTower is investigating reports of customers not being able to log into the CT Cloud Communicator desktop application. *CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

2. investigating May 19, 2025, 02:36 PM UTC

   CallTower continues to urgently investigate the issue impacting user sign-in on CT Cloud Communicator. CallTower has engaged the vendor to assist in resolving the issue. CallTower has determined that resetting a user's password through CallTower Connect resolves sign-in issues. If you need assistance, please contact CallTower Support. *CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

3. investigating May 19, 2025, 03:37 PM UTC

   CallTower Engineers continue to work closely with the vendor to urgently identify the issue affecting sign-in on CT Cloud Communicator. If you are still experiencing the issue, reach out to CallTower Support, who can assist you in resetting your password through CallTower Connect. *CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

4. investigating May 19, 2025, 04:43 PM UTC

   CallTower Engineers are actively collaborating with the vendor to identify the root cause of the sign-in issue impacting CT Cloud Communicator. We are also exploring a potential workaround as the investigation continues. If you continue to experience the issue, reach out to CallTower Support, who can assist you in resetting your password through CallTower Connect. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to [email protected]. CallTower intends to post updates on status.calltower.com approximately every 60 minutes, unless identified otherwise. This issue is being investigated as a top priority.

5. monitoring May 19, 2025, 05:32 PM UTC

   The Vendor (Metaswitch) has identified a bug, and their Engineering and DEV teams are working urgently towards resolution. If you continue to experience the issue, reach out to CallTower Support, who can assist you in resetting your password through CallTower Connect. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to [email protected]. CallTower intends to post updates on status.calltower.com approximately every 60 minutes, unless identified otherwise. This issue is being investigated as a top priority.

6. monitoring May 19, 2025, 08:25 PM UTC

   CallTower Engineers are urgently working with Metaswitch to resolve the sign-in issue impacting CT Cloud Communicator. The root cause has been identified as a bug on Metaswitch’s end and is currently being escalated for resolution. Resetting the password for affected users has proven to resolve the issue. If you continue to experience difficulties signing in, please contact CallTower Support for assistance with resetting your password via CallTower Connect. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to [email protected]. CallTower intends to post additional updates as they become available. This issue is being investigated as a top priority.

7. resolved May 20, 2025, 04:46 PM UTC

   The log-in issue with CT Cloud Communicator issue is considered resolved and the associated cases will be closed out. Metaswitch identified a database syncing issue and CallTower Engineering performed a manual sync to restore services. Work is ongoing to ensure underlying issue is resolved. 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.

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Started May 01, 2025, 03:48 PM UTC· resolved May 02, 2025, 03:10 PM UTC

1. investigating May 01, 2025, 03:48 PM UTC

   CallTower is currently investigating reports of an intermittent issue where Microsoft Teams call queues fail to properly receive inbound calls, instead triggering an immediate outbound call to the original caller. We are actively working with Microsoft to identify the root cause and resolve the issue as quickly as possible. If CallTower is not your Microsoft Cloud Solution Provider (CSP), we recommend that you also engage Microsoft support directly to ensure proper escalation and visibility. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

2. investigating May 01, 2025, 04:32 PM UTC

   CallTower continues to work with Microsoft to investigate an issue where inbound calls to Microsoft Teams call queues are intermittently not connecting as expected and are instead triggering outbound calls to the original caller. This issue appears to impact a small group of CallTower customers. We understand the impact this may have on your operations and appreciate your continued patience. If CallTower is not your CSP, we continue to recommend engaging Microsoft support directly for additional visibility and tracking on your tenant. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

3. investigating May 01, 2025, 05:06 PM UTC

   CallTower engineers continue to work with Microsoft to urgently investigate the intermittent issue where Microsoft Teams call queues fail to properly receive inbound calls, instead triggering an immediate outbound call to the original caller. This appears to only be affecting a small portion of CallTower’s Microsoft Teams Customers. CallTower will continue to escalate and push for resolution. If you are experiencing this issue and CallTower is not your CSP, we strongly recommend escalating the matter directly through Microsoft support. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

4. investigating May 01, 2025, 08:41 PM UTC

   CallTower continues to work with Microsoft on the intermittent issue where Microsoft Teams call queues fail to properly receive inbound calls, instead triggering an immediate outbound call to the original caller. CallTower continues to escalate the issue with Microsoft and push for resolution. We will continue to provide updates as we receive them. If you are encountering this issue and CallTower is not your CSP, we strongly recommend escalating the matter directly through Microsoft support. 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].

5. resolved May 02, 2025, 03:10 PM UTC

   CallTower has continued to work with Microsoft on the intermittent issue where Microsoft Teams call queues fail to properly receive inbound calls, instead triggering an immediate outbound call to the original caller. Microsoft is reporting that the issue was related to their incident TM1066289, which is included below. CallTower’s testing indicates that the issue has been resolved. From Microsoft: TM1066289 Title: Some call queue users are redirected on answering through Microsoft Teams to a new call with the caller User impact: Call queue users were redirected on answering through Microsoft Teams to a new call with the caller. Final status: We've confirmed that the recent change to call queue flow was resulting in impact and have since reverted this change. Upon completing the reversion, we reached out to a subset of impacted users who verified that our actions alleviated impact as expected. Scope of impact: Your organization was affected by this event, and call queue users were redirected on answering through Microsoft Teams to a new call with the caller. Start time: Wednesday, April 30, 2025, at 4:29 PM UTC End time: Thursday, May 1, 2025, at 10:00 PM UTC Root cause: A recent change to call queue flow was resulting in impact. Next steps: - We're analyzing the recent change further, and in tandem, are reviewing the methods in which we change call queue flow in an effort to avoid issues like this in the future. *CallTower will be closing this master case and all associated cases.

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Started Mar 24, 2025, 05:34 PM UTC· resolved Mar 26, 2025, 03:18 PM UTC

1. investigating Mar 24, 2025, 05:34 PM UTC

   CallTower support is investigating multiple reports of dropped calls on the Microsoft Teams side, but have not identified/confirmed there is an issue on our network or with our services. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

2. investigating Mar 24, 2025, 06:13 PM UTC

   CallTower continues to urgently investigate the issue affecting inbound calls for Microsoft Teams. Reports seem to indicate that the issue only affects Microsoft Direct Routing customers using the Intermedia Contact Center. If you are experiencing an issue, please provide call examples of the issue to [email protected]. *CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

3. investigating Mar 24, 2025, 06:54 PM UTC

   CallTower engineers are actively investigating the issue intermittently impacting inbound calls for Microsoft Direct Routing customers using Intermedia. Our engineering teams are working with the highest urgency to identify the root cause and implement a resolution as quickly as possible. We will continue to provide updates as more information becomes available. *CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

4. identified Mar 24, 2025, 07:29 PM UTC

   CallTower continues to urgently troubleshoot the intermittent issue impacting inbound calls for Microsoft customers using the Intermedia contact center. We have identified a call routing issue and are currently working to engage Microsoft to assist in resolving it. *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.

5. identified Mar 24, 2025, 08:41 PM UTC

   CallTower is actively troubleshooting the issue impacting inbound calls for Microsoft Direct Routing customers using Intermedia. We have identified an intermittent signaling problem originating from Microsoft and are working to engage Microsoft engineers for further investigation. If you are experiencing this issue and CallTower is not your Cloud Solution Provider (CSP), please contact our support team for guidance on how to request your CSP to escalate the matter with Microsoft. As an alternative, moving to Microsoft Operator Connect is an option. If you are interested in learning more, please reach out to CallTower Support. *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.

6. identified Mar 24, 2025, 09:38 PM UTC

   CallTower Engineers are actively working with Microsoft to resolve the issue affecting intermittent inbound call failures for Microsoft Teams customers using Intermedia Contact Center. CallTower continues to prioritize this issue and is working to resolve it as soon 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.

7. identified Mar 24, 2025, 11:23 PM UTC

   CallTower continues to work with Microsoft to resolve the issue affecting some inbound calls for Microsoft Teams customers using Intermedia contact center. We are actively escalating the issue and pushing for a resolution. As an alternative, moving to Microsoft Operator Connect is an option. If you are interested in learning more, please reach out to CallTower Support. *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.

8. identified Mar 25, 2025, 01:30 AM UTC

   CallTower continues to work with Microsoft to investigate the intermittent issue affecting inbound calls for Microsoft Direct Routing customers using Intermedia contact center. CallTower engineers have rolled out a workaround while we continue to resolve the issue. CallTower will work with the affected customers to ensure the workaround is resolving inbound call issues. CallTower will continue to work this issue into the evening and provide further updates starting 8am MDT. *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].

9. identified Mar 25, 2025, 02:02 PM UTC

   CallTower Engineers are actively collaborating with Microsoft to resolve the issue affecting inbound calls for some of our Microsoft Teams customers using the Intermedia contact center. Resolving this issue remains our highest priority and is being urgently escalated. In the meantime, CallTower has implemented a workaround to help mitigate the impact while we continue troubleshooting. Customers experiencing this issue are encouraged to contact CallTower Support for assistance in applying the workaround. *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.

10. identified Mar 25, 2025, 03:22 PM UTC

    CallTower continues to urgently address the issue affecting inbound calls for some Microsoft Teams customers using the Intermedia contact center. We are actively working with Microsoft to resolve the core issue while simultaneously implementing a workaround for affected customers. As an alternative solution, customers have the option to migrate their Teams Direct Routing services to Teams Operator Connect. This is a relatively quick and straightforward change. Customers interested in this migration are encouraged to contact CallTower Support for more details. *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.

11. identified Mar 25, 2025, 04:11 PM UTC

    CallTower remains committed to urgently addressing the issue impacting inbound calls for certain Microsoft Teams customers using the Intermedia contact center. While we actively implement a workaround for affected customers who have requested it, our management team continues to escalate the matter with Microsoft in an effort to reach a resolution. As an alternative solution, customers have the option to migrate their Teams Direct Routing services to Teams Operator Connect. This is a relatively quick and straightforward change. Customers interested in this migration are encouraged to contact CallTower Support for more details. *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.

12. identified Mar 25, 2025, 07:40 PM UTC

    CallTower remains committed to urgently addressing the issue impacting inbound calls for certain Microsoft Teams customers using the Intermedia contact center. CallTower Support has migrated the majority of the affected Teams Direct Routing customers to Operator Connect. The CallTower Management Team continues to place a focus on escalating the matter with Microsoft to reach a permanent resolution. CallTower can implement various workarounds to restore services for affected customers. If you're experiencing issues, please contact CallTower Support to migrate your services to Microsoft Operator Connect or apply a workaround to alleviate symptoms for Direct Routing —both of which are quick and simple processes. *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.

13. identified Mar 25, 2025, 08:41 PM UTC

    CallTower Engineers have collaborated with Microsoft Support, providing detailed information that has been escalated to Microsoft's engineering team for review and solution development. Our Support team has successfully migrated most impacted Teams Direct Routing customers to Operator Connect. CallTower’s Management Team remains focused on escalating the matter with Microsoft to ensure a permanent resolution. CallTower can implement various workarounds to restore services for affected customers. If you're experiencing issues, please contact CallTower Support to migrate your services to Microsoft Operator Connect or apply a workaround to alleviate symptoms for Direct Routing —both of which are quick and simple processes. *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.

14. identified Mar 25, 2025, 10:23 PM UTC

    CallTower continues to work with Microsoft support to resolve the issue affecting Teams Direct Routing customers, which has been escalated for review and resolution. Our Management Team remains committed to securing a permanent resolution. In the meantime, CallTower has implemented effective workarounds, including migrating services to Microsoft Operator Connect or applying temporary fixes for Direct Routing—both of which are quick and simple processes. Our Support team has successfully migrated most impacted customers and remains available to assist those who wish to explore this option. If you're experiencing issues, please contact CallTower Support for assistance. *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 they become available.

15. resolved Mar 26, 2025, 03:18 PM UTC

    CallTower continues to work with Microsoft on the issue causing some inbound calls to fail for Microsoft Direct Routing customers using Intermedia contact center. As of yesterday evening, CallTower has implemented a patch to resolve issues for all identified customers. CallTower will continue working with any additional customers who report related issues.

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Started Mar 18, 2025, 08:40 PM UTC· resolved Mar 18, 2025, 09:31 PM UTC

1. investigating Mar 18, 2025, 08:40 PM UTC

   CallTower is urgently investigating reports of some outbound calls failing. We have engaged our carrier to assist in the investigation. *CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

2. investigating Mar 18, 2025, 09:07 PM UTC

   CallTower has identified the issue affecting the completion of some outbound calls. 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.

3. resolved Mar 18, 2025, 09:31 PM UTC

   CallTower engineers have collaborated with our vendor to resolve the issue affecting some outbound calls. We are now observing successful traffic completion. 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.

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Started Mar 03, 2025, 04:58 PM UTC· resolved Mar 03, 2025, 10:29 PM UTC

1. investigating Mar 03, 2025, 04:58 PM UTC

   CallTower support is investigating multiple reports of Microsoft inbound calls not completing. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

2. identified Mar 03, 2025, 05:24 PM UTC

   CallTower continues to work with Microsoft on the issue affecting the completion of inbound calls. Microsoft has acknowledged an issue affecting their services. Microsoft’s latest update is included below. Issue ID: TM1022107 Affected services: Microsoft Teams Status: Investigating Issue type: Incident Start time: Mar 3, 2025 at 9:46 AM MST User impact Users may not be able to receive calls placed through Microsoft Teams provisioned auto attendants and call queues. Scope of impact Users expecting to make or receive calls routed through Microsoft Teams-provisioned auto attendants and call queues may be affected. Current status Mar 3, 2025 at 10:11 AM MST Our monitoring has identified an increase in call failures for Microsoft Teams auto attendants and call queues. We're analyzing service telemetry and call metadata to better understand the nature of impact and determine our next steps. Next update by: Monday, March 3, 2025 at 11:30 AM MST *CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to [email protected]. This issue is being investigated as a top priority.

3. identified Mar 03, 2025, 06:30 PM UTC

   CallTower continues to work with Microsoft on the issue affecting the completion of inbound calls for auto attendants and call queues. Microsoft has provided an update on the issue. Microsoft’s update is included below. Issue ID: TM1022107 Affected services: Microsoft Teams Status: Service degradation Issue type: Incident Start time: Mar 3, 2025 at 9:46 AM MST User impact Users may not be able to receive calls placed through Microsoft Teams provisioned auto attendants and call queues. Scope of impact Users expecting to make or receive calls routed through Microsoft Teams-provisioned auto attendants and call queues may be affected. Current status Mar 3, 2025 at 11:01 AM MST We've detected a potential authentication token issue that may be contributing to impact, and we're further examining this pathway to determine our next troubleshooting steps. Next update by: Monday, March 3, 2025 at 12:30 PM MST *CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to [email protected]. This issue is being investigated as a top priority.

4. identified Mar 03, 2025, 07:43 PM UTC

   Microsoft continues to work to resolve the issue affecting inbound calls to auto attendants and call queues for Microsoft Teams. Microsoft has provided an update which is included below. Issue ID: TM1022107 Affected services: Microsoft Teams Status: Service degradation Issue type: Incident Start time: Mar 3, 2025 at 9:46 AM MST User impact Users may not be able to receive calls placed through Microsoft Teams provisioned auto attendants and call queues. Scope of impact Users expecting to make or receive calls routed through Microsoft Teams-provisioned auto attendants and call queues may be affected. Preliminary root case A modification made to an auto attendant application ID record is rejecting Microsoft Teams call queues. Current status Mar 3, 2025 at 12:33 PM MST We've discovered that a modification to an auto attendant application ID record is rejecting Microsoft Teams call queues. We've deployed a fix to update the affected application ID record, which will mitigate impact. Next update by: Monday, March 3, 2025 at 1:30 PM MST *CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to [email protected]. This issue is being investigated as a top priority.

5. monitoring Mar 03, 2025, 08:46 PM UTC

   CallTower has continued to work with Microsoft on the issue affecting inbound calling to auto attendants and call queues. Microsoft has applied a fix at this time. CallTower’s testing shows that calls are now completing as expected. Microsoft's update is provided below. Issue ID: TM1022107 Affected services: Microsoft Teams Status: Service degradation Issue type: Incident Start time: Mar 3, 2025 at 9:46 AM MST User impact Users may not be able to receive calls placed through Microsoft Teams provisioned auto attendants and call queues. More info Callers routed through call queues may hear a busy signal or the call may ring for 45+ seconds and then end. Scope of impact Users expecting to make or receive calls routed through Microsoft Teams-provisioned auto attendants and call queues may be affected. Preliminary root case A configuration change to an auto-attendant app ID record that matches inbound calls with users in call queues is preventing users from receiving calls and causing the impact. Current status Mar 3, 2025 at 1:20 PM MST We’ve deployed the configuration to the auto-attendant app and are seeing service functionality improvements as expected. We’re continuing to monitor to confirm the fix is mitigating impact. Next update by: Monday, March 3, 2025 at 2:30 PM MST *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].

6. resolved Mar 03, 2025, 10:29 PM UTC

   Microsoft has confirmed that the fix has been deployed and the issue has been resolved. Microsoft’s final update is provided below. Issue ID: TM1022107 Affected services: Microsoft Teams Status: Service restored Issue type: Incident Start time: Mar 3, 2025, 9:46 AM MST End time: Mar 3, 2025, 1:19 PM MST User impact Users may not have been able to receive calls placed through Microsoft Teams provisioned auto attendants and call queues More info Callers routed through call queues may have heard a busy signal or the call may have rung for 45+ seconds and then ended. Scope of impact Users who expected to make or receive calls routed through Microsoft Teams provisioned auto attendants and call queues may have been affected. Preliminary root case A configuration change to an auto-attendant app ID record that matches inbound calls with users in call queues was preventing users from receiving calls and caused the impact. Next steps - We’re reviewing our testing and validation processes to understand how the impact of the configuration change wasn’t identified prior to implementation so that we can improve our testing and validation procedures and avoid similar issues in the future. We'll provide a preliminary Post-Incident Report within two business days and a final Post-Incident Report within five business days. Current status Mar 3, 2025, 1:50 PM MST Our fix was successfully deployed. After an extended period of monitoring, we’ve confirmed through telemetry that service is restored and impact has been fully remediated. *CallTower will be closing this master case and all associated cases.

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Started Feb 05, 2025, 02:23 PM UTC· resolved Feb 05, 2025, 03:24 PM UTC

1. investigating Feb 05, 2025, 02:23 PM UTC

   CallTower is investigating reports of issues making outbound calls through the Intermedia contact center. Users report that the application gets stuck on the dial-out screen and is receiving a 55102 error. We have engaged Intermedia to assist in finding a resolution. *CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

2. investigating Feb 05, 2025, 03:04 PM UTC

   CallTower engineers continue to urgently investigate the issues affecting outbound calling through Intermedia contact center. We have this issue at our highest priority. *CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

3. resolved Feb 05, 2025, 03:24 PM UTC

   CallTower has identified the issue affecting outbound calling through Intermedia contact center. We have implemented a change and have confirmed that calls are again working as expected. 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.

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Started Nov 12, 2024, 02:35 PM UTC· resolved Nov 12, 2024, 04:58 PM UTC

1. investigating Nov 12, 2024, 02:35 PM UTC

   CallTower is investigating reports of customers receiving a 55102 error in the contact center application. *CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

2. investigating Nov 12, 2024, 03:03 PM UTC

   CallTower engineers are actively investigating the root cause of the 55102 error being received in the Contact Center application. The issue is being treated with a high priority and we will continue to provide new information as it is made available. *CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

3. investigating Nov 12, 2024, 03:45 PM UTC

   We continue to investigate; Users will experience a "phone out of service error." (maybe identified as an 55102 error). CallTower engineers are working in conjunction with our vendor partner to identify the root cause of the inbound and outbound call failures and call drops occurring within the Contact Center application. *CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

4. investigating Nov 12, 2024, 03:55 PM UTC

   We are continuing to investigate this issue.

5. investigating Nov 12, 2024, 03:57 PM UTC

   We are continuing to investigate this issue.

6. investigating Nov 12, 2024, 04:25 PM UTC

   We are receiving reports of test calls completing. CallTower engineers were able to implement a workaround as we continue to address the underlying cause of the inbound and outbound errors being received in the Contact Center application. Please continue to monitor and advise if you are experiencing any persisting issues. *CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

7. resolved Nov 12, 2024, 04:58 PM UTC

   The issue causing the “55102’ - “phone out of service error” in the Intermedia Contact Center has been resolved. CallTower has implemented a fix and validated that calls are completing normally. 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.

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Started Nov 08, 2024, 07:36 PM UTC· resolved Nov 08, 2024, 08:34 PM UTC

1. investigating Nov 08, 2024, 07:36 PM UTC

   CallTower support is investigating multiple reports of users unable to log into the CT Cloud Communicator, but has not identified/confirmed there is an issue on our network or with our services. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

2. resolved Nov 08, 2024, 08:34 PM UTC

   The problem with users not being able to log into CT Cloud Communicator Desktop is fixed. CallTower worked with our vendor and found a bug that was preventing users from logging in. CallTower engineers are working on a permanent fix. Affected users should close and reopen the CTCC Desktop app, then log back in. CallTower will close this case and related cases. An Official or Preliminary Root Cause Analysis (RCA) will be available within three business days and provided to customers upon request. The issue is resolved, and the cases will be closed.

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Started Nov 01, 2024, 07:48 PM UTC· resolved Nov 01, 2024, 10:16 PM UTC

1. investigating Nov 01, 2024, 07:48 PM UTC

   CallTower support is investigating multiple reports of issues with inbound calls to Auto Attendants and Call Queues for Microsoft Teams GCC High customers. Engineers are working to identify the root cause of the issue. CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. 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. This issue is being investigated as a top priority.

2. identified Nov 01, 2024, 08:21 PM UTC

   The issues with inbound calls to Auto Attendants and Call Queues for Microsoft Teams GCC High customers has been identified/confirmed as an issue with Microsoft. CallTower Engineering have a case open with Microsoft that they are actively escalating. 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.

3. identified Nov 01, 2024, 09:01 PM UTC

   CallTower Engineering continues to work with Microsoft on the inbound calling issues with Teams GCC High. Here is the update from Microsoft: Title: Callers placing calls to Microsoft Teams hosted auto attendants and call queues may fail User impact: Callers placing calls to Microsoft Teams hosted auto attendants and call queues may be failing. Current status: Our monitoring has identified that a recent service configuration change contained an error, preventing auto attendant and call queues from operating as expected. We're in the process of correcting the configuration to remediate impact. Scope of impact: Any calls placed to auto attendants and call queues hosted on the impacted infrastructure may be impacted. Root cause: A recent service configuration change contained an error, preventing auto attendant and call queues from operating as expected, resulting in impact. Next update by: Friday, November 1, 2024, at 10:00 PM UTC 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.

4. identified Nov 01, 2024, 09:38 PM UTC

   CallTower Engineering continues to work with Microsoft on the inbound calling issues with Teams GCC High. CallTower Support has tested with some customers and are getting positive tests back. Microsoft does not have any new updates posted. 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.

5. resolved Nov 01, 2024, 10:16 PM UTC

   CallTower Support has confirmed with the affected customers that the inbound calling issues with Teams GCC High is resolved, and the associated cases will be closed out. Here is the resolution update from Microsoft: Title: Callers placing calls to Microsoft Teams hosted auto attendants and call queues may fail User impact: Callers placing calls to Microsoft Teams hosted auto attendants and call queues may be failing. Final status: We've completed our corrective actions to the affected configuration and validated this has remediated this issue with affected users and service telemetry. Scope of impact: Any calls placed to auto attendants and call queues hosted on the impacted infrastructure may have been impacted. Start time: Friday, November 1, 2024 at 7:58 AM MDT End time: Friday, November 1, 2024 at 3:18 PM MDT Root cause: A recent service configuration change contained an error, preventing auto attendant and call queues from operating as expected, resulting in impact. Next steps: - We're reviewing our configuration update procedures to better identify and prevent similar impact in the future. This is the final update for this event. 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.

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