Landis Technologies - [Microsoft Service Issue] Some calls may not progress though IVRs and queues. – Incident details

Our engineering team has completed a permanent update to address this issue. The service has been modified to fully accommodate the change in the Microsoft API behavior, and audio prompts and call flows are now functioning as expected. We will continue to monitor, but this incident is considered resolved.

The Microsoft product group is still actively investigating the issue. While we are continuing to wait on them to address the root cause, we have implemented another code change. This change will ensure prompts continue playing for callers waiting in queue. Organizations should see improvements over the next few hours. Based on these recent code changes, we anticipate that the agent and caller experience will largely be unaffected by the underlying Microsoft API issue.

The Microsoft product group is still actively investigating the issue.

The Microsoft product group is still actively investigating the issue. While we are waiting on them to address the root cause, we have implemented another code change that enables calls to progress through an IVR after an audio prompt is played. Organizations should see improvements over the next few hours.

The Microsoft product group is still actively investigating the issue. As a temporary partial mitigation, we have implemented a minor code adjustment that enables calls to progress beyond a queue’s welcome message. This will help alleviate the situation in which no agents are alerted to an incoming call in the queue.

The Microsoft product group is aware and is still actively investigating the issue.