Intermittent Microsoft Teams Call Queue Failure

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.

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 support@calltower.com.

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 support@calltower.com. 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.

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 support@calltower.com. 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.

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 support@calltower.com. 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.