Telesmart incident
Outgoing Calls from Cloud Calling are Failing Intermittently
Telesmart experienced a minor incident on August 21, 2024 affecting Cloud Calling for Microsoft Teams and Tendfor Contact Centre, lasting 4d 20h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Aug 21, 2024, 10:50 PM UTC
Telesmart would like to inform you that we are currently experiencing an issue with Outgoing Calls on Cloud Calling. Our technical team has been dispatched and are currently investigating. Estimated time of resolution: To be determined Next communication: 30 minutes
- investigating Aug 21, 2024, 11:24 PM UTC
Our engineers are still investigating the cause with our upstream providers. The next update will be in 30 minutes.
- investigating Aug 22, 2024, 12:04 AM UTC
Our engineers are still investigating the cause with our upstream providers.
- investigating Aug 22, 2024, 01:57 AM UTC
We are continuing to investigate this issue.
- investigating Aug 22, 2024, 02:04 AM UTC
We have created a support request with Microsoft for them to investigate this issue.
- investigating Aug 22, 2024, 02:27 AM UTC
Our upstream provider (Microsoft) is looking at this incident, we will provide an update when we receive more information from Microsoft or within the next 2 hours.
- investigating Aug 22, 2024, 04:03 AM UTC
Microsoft are working on this incident, we will provide an update when we receive more information from Microsoft.
- investigating Aug 22, 2024, 07:54 PM UTC
Our teams worked with Microsoft over night to identify the issue and implemented a change, from our testing it appears to have resolved the incident. We are monitoring the platforms this morning, if you continue to have any issues with dialling out contact or Help Desk on [email protected] or phone 0800 TELESMART (0800 835 376).
- monitoring Aug 22, 2024, 07:56 PM UTC
Our teams worked with Microsoft over night to identify the issue and implemented a change, from our testing it appears to have resolved the incident. We are monitoring the platforms this morning, if you continue to have any issues with dialling out contact or Help Desk on [email protected] or phone 0800 TELESMART (0800 835 376).
- investigating Aug 22, 2024, 09:24 PM UTC
After a period of monitoring, it is clear the issue has only been partially resolved, callers are experiencing a delay of up to 20-25 seconds for outgoing calls to connect. When calls connect there are no issues. Our Teams are continuing to work with our upstream providers and Microsoft to determine the root cause. Next update in 60 minutes.
- investigating Aug 23, 2024, 12:14 AM UTC
After a period of monitoring, it is clear the issue has only been partially resolved, callers are experiencing a delay of up to 20-25 seconds for outgoing calls to connect. When calls connect there are no issues. Our Teams are continuing to work with our upstream providers and Microsoft to determine the root cause. Next update in 120 minutes.
- investigating Aug 23, 2024, 02:46 AM UTC
After a period of monitoring, it is clear the issue has only been partially resolved, callers are experiencing a delay of up to 20-25 seconds for outgoing calls to connect. When calls connect there are no issues. Our Teams are continuing to work with our upstream providers and Microsoft to determine the root cause.
- investigating Aug 25, 2024, 08:54 PM UTC
We are continuing to work with Microsoft and are awaiting feedback from them on this ongoing issue. Please get in touch with our helpdesk on 0800 835 376 or [email protected] if you are unable make outgoing calls.
- investigating Aug 25, 2024, 10:15 PM UTC
Microsoft Customers on our Direct Routing platform have been impacted by an assumed unknown change within the Microsoft environment. Microsoft can see an issue, however are struggling to find the root cause relating to delayed call setup for some of our Customers. We are continuing to work with Microsoft and the issue has been escalated via Premier support. Next update at 11am
- investigating Aug 25, 2024, 11:01 PM UTC
Microsoft Customers on our Direct Routing platform have been impacted by an assumed unknown change within the Microsoft environment. Microsoft can see an issue, however are struggling to find the root cause relating to delayed call setup for some of our Customers. We are continuing to work with Microsoft and the issue has been escalated via Premier support. Next update at 12pm
- monitoring Aug 26, 2024, 12:09 AM UTC
Our internal team and Microsoft have identified the cause and put in place an interim fix. We are still investigating the root cause of this incident. We will have an Incident Report available in five business days, please contact our Help Desk [email protected] if you would like a copy.
- resolved Aug 26, 2024, 07:26 PM UTC
Our technical team are happy that this issue is now completely resolved after a period of monitoring showed no further issues. If you continue to experience issues please contact our Help Desk on 0800 835 376 or [email protected]