Call2Teams & Carrier Automate Portal Unreachable

Update timeline

1. investigating Oct 29, 2025, 04:15 PM UTC

   We are aware of an issue where the Call2Teams Admin Portal & Carrier Automate Portal is currently unreachable. Users may see the following browser message when attempting to access the site: “This site can’t be reached. admin.call2teams.com took too long to respond.” Administrators may be unable to log in or manage customer settings within the portal. This issue does not impact existing user call functionality or service availability for connected users.

2. investigating Oct 29, 2025, 04:21 PM UTC

   We are continuing to investigate this issue.

3. identified Oct 29, 2025, 04:36 PM UTC

   We have identified that the issue affecting access to the Admin Portals is related to a wider Microsoft Azure service disruption. Microsoft has reported the following: “We are investigating an issue with the Azure Portal where customers may be experiencing issues accessing the portal. More information will be provided shortly.” Microsoft Azure Status Portal: https://azure.status.microsoft/en-gb/status

4. monitoring Oct 29, 2025, 07:34 PM UTC

   Microsoft has confirmed that the deployment of their ‘last known good’ configuration for Azure Front Door (AFD) has now been completed, and services are showing initial signs of recovery. Current Situation - Microsoft is restoring healthy nodes and routing traffic through stable endpoints. - Customers may see gradual improvement as recovery continues. - Configuration changes to Azure Front Door remain temporarily blocked during ongoing mitigation. - Access to the Azure Portal has been largely restored, though a few extensions (such as Marketplace) may still load intermittently. Impact to Call2Teams Access to the Admin Portals are gradually improving as Azure services recover. There remains no impact to live user call services or integrations.

5. monitoring Oct 29, 2025, 10:14 PM UTC

   We believe that access to the Admin Portal has now returned to normal operation following the earlier Microsoft Azure Front Door incident. All core portal functions are operational. However, a small number of users may continue to experience intermittent slowness or degraded performance as Microsoft finalises recovery actions across their infrastructure. We will continue to monitor the platform over the next 24 hours to ensure full stability. For complete details on the underlying Azure service incident, please visit the official Microsoft Azure Status

6. resolved Oct 30, 2025, 09:04 AM UTC

   This incident has been resolved.

7. postmortem Dec 02, 2025, 10:04 AM UTC

   **Major Incident Category** Service Degradation **Post Mortem Owner** Ant Hurlock **Date Post Mortem Completed \(UTC\)** 05 Nov 2025, 14:00 **Incident Summary** On 29th October 2025, at approximately 15:50 UTC, customers began experiencing issues accessing the Call2Teams and Carrier Automate portals, as well as the Call2Teams Go application. Monitoring systems promptly detected the incident, which resulted in customers being unable to access these portals or use related APIs, thereby preventing provisioning changes. Core calling functionality was not affected. Microsoft initiated service restoration by implementing a configuration update globally at 18:30 UTC. Full service was restored by 00:05 on 30th October, when Microsoft confirmed that the issue had been resolved for all customers. **Root Cause** The incident was caused by a global issue affecting Microsoft Azure Front Door. A defect in Azure Front Door’s validation process allowed a faulty configuration to bypass safety checks and propagate across the platform. This resulted in widespread node failures and disrupted service availability, leading to the loss of access to the affected portals and APIs in addition to the Call2Teams Go front end. **Incident Resolution** Resolution of the incident was managed by Microsoft. Recovery involved reloading configurations across Azure Front Door nodes and gradually rebalancing traffic to restore stability and prevent overload. This phased approach ensured the system returned to full operation and mitigated the risk of recurrence. No direct action was required by Dstny to resolve the issue. **Mitigative Actions** * Improvements to Azure Service Health alerting to ensure earlier notification of similar issues in the future. * Ongoing collaboration with Microsoft to monitor and address third-party service reliability. * Continued review and enhancement of monitoring systems to detect and respond to external service disruptions promptly.