Landis Technologies - [Microsoft Service Issue] Teams user presence may appear incorrect in Landis Contact Center. – Incident details

All systems operational

[Microsoft Service Issue] Teams user presence may appear incorrect in Landis Contact Center.

Resolved
Partial outage
Started 2 months agoLasted 9 days

Affected

Landis Contact Center

Partial outage from 2:00 AM to 1:18 PM, Operational from 2:00 AM to 1:18 PM, Partial outage from 1:18 PM to 6:40 PM, Operational from 1:18 PM to 6:40 PM, Partial outage from 6:40 PM to 1:21 AM, Operational from 6:40 PM to 1:21 AM, Partial outage from 1:21 AM to 2:25 PM, Operational from 1:21 AM to 7:37 PM

US Datacenter

Partial outage from 2:00 AM to 1:18 PM, Operational from 2:00 AM to 1:18 PM, Partial outage from 1:18 PM to 6:40 PM, Operational from 1:18 PM to 6:40 PM, Partial outage from 6:40 PM to 1:21 AM, Operational from 6:40 PM to 1:21 AM, Partial outage from 1:21 AM to 2:25 PM, Operational from 1:21 AM to 7:37 PM

Call Routing

Partial outage from 2:00 AM to 2:25 PM, Operational from 2:25 PM to 7:37 PM

Recording

Operational from 2:00 AM to 7:37 PM

Portal

Partial outage from 2:00 AM to 2:25 PM, Operational from 2:25 PM to 7:37 PM

EMEA Datacenter

Partial outage from 2:00 AM to 1:18 PM, Operational from 2:00 AM to 1:18 PM, Partial outage from 1:18 PM to 6:40 PM, Operational from 1:18 PM to 6:40 PM, Partial outage from 6:40 PM to 1:21 AM, Operational from 6:40 PM to 1:21 AM, Partial outage from 1:21 AM to 2:25 PM, Operational from 1:21 AM to 7:37 PM

Updates
  • Resolved
    Resolved

    We have confirmed Microsoft has resolved the issue.

  • Monitoring
    Update

    Microsoft has updated the incident and marked the issue as resolved.

    We are currently monitoring.

  • Monitoring
    Monitoring

    UPDATE FROM MICROSOFT:


    Issue ID: TM859169
    Affected services: Microsoft Teams
    Status: Service degradation
    Issue type: Advisory
    Start time: Aug 12, 2024, 8:37 AM EDT

     

    User impact
    Users' Microsoft Teams presence information is displayed incorrectly in a specific third-party application.

     

    More info
    Impact is specific to some users who are creating a Graph API change notification subscription for presence using the third-party application.

     

    Scope of impact
    Your organization is affected by this event, and some users' utilizing a third-party presence-related application are impacted.

     

    Root cause
    A code issue in a recently deployed update to introduce a new feature intended to support regional notifications is resulting in impact.

     

     

    Current status
    Our operation to deploy the previously mentioned fix is complete, and we've monitored our service health telemetry to confirm that impact is remediated.

    History of updates

    Aug 13, 2024, 2:13 PM EDT

    We've validated the code fix and have started deploying it to the impacted environments. We anticipate the deployment will complete and the impact will be remediated by our next scheduled update.

    Aug 12, 2024, 2:28 PM EDT
    We've identified a code issue in a recently deployed update to introduce a new feature intended to support regional notifications, which is resulting in impact. We've developed and are validating a code fix, which we anticipate may be ready for deployment by our next schedule update. Once the deployment begins, we'll aim to provide a resolution timeline.
    Aug 12, 2024, 10:58 AM EDT
    We're reviewing recent service updates that may be contributing to impact, alongside affected user Webhook logs. Once we've confirmed the root cause, we'll review available mitigation options to develop an effective remediation plan
    Aug 12, 2024, 9:03 AM EDT
    We're reviewing support provided information to determine our next troubleshooting steps.

  • Identified
    Update

    Microsoft has acknowledged the issue of Presence Subscriptions not working properly and their engineers are currently working on a fix. Once more, we recommend that any organization using Teams Presence Based Routing turn that feature off until Microsoft fixes the issue.

  • Identified
    Identified

    The Microsoft Presence API is not sending valid presence data to Landis Contact Center. We have reported this to Microsoft and are working with them on a resolution.

  • Investigating
    Investigating

    User Impact: Teams Presence may not be updating correctly resulting in calls not routing to users.

    We are currently investigating this incident. If your organization is using Presence based routing for queues, we recommend turning it off until the issue is resolved.