Outage in CallTower
Teams Direct Routing (GCC High) — DID Assignment and Voice App Provisioning Errors
Resolved MajorIncident Report
Summary AI Generated
A provisioning issue in CallTower Connect prevented GCC High tenant administrators from assigning DIDs and validating Voice Apps for Microsoft Teams Direct Routing users, lasting approximately 20.9 hours. Engineers identified the root cause and deployed a corrective patch after business hours, with a temporary workaround available to affected customers in the interim. The issue was confirmed resolved on September 17, 2026, following successful post-patch monitoring, with a formal RCA to be made available within three business days.
CallTower is currently investigating an issue affecting the provisioning of Direct Routing users in CallTower Connect for GCC High tenants. Customers may experience errors when assigning DIDs or validating Voice Apps in GCC High environments.
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. This issue is being investigated as a top priority.
Components affected
CallTower Microsoft Teams - Direct RoutingTrusted by 1,000+ teams
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Latest Updates ( sorted recent to last )
RESOLVED
13 days ago - at 09/17/2026 07:02PM
CallTower has continued to monitor the issue following this morning's patch and has confirmed customers are successfully provisioning Direct Routing (DR) users in CallTower Connect for GCC High customers. This issue is now considered resolved.
CallTower will be closing this master case and all associated cases. Within three business days, an Official Root Cause Analysis (RCA) or a Preliminary RCA will be available and provided to customers upon request.
MONITORING
14 days ago - at 09/17/2026 03:12PM
CallTower deployed a corrective patch early this morning to resolve the issue affecting Direct Routing (DR) user provisioning in CallTower Connect for GCC High tenants. CallTower is currently monitoring the environment to confirm the issue has been fully resolved.
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. This issue is being investigated as a top priority.
IDENTIFIED
14 days ago - at 09/16/2026 10:58PM
CallTower engineers have identified the root cause of the issue affecting Direct Routing (DR) user provisioning in CallTower Connect for GCC High customers. A corrective patch will be implemented after business hours this evening.
For customers requiring immediate assistance, CallTower Support has a temporary workaround available. Please reach out to support@calltower.com for assistance.
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. This issue is being investigated as a top priority.
INVESTIGATING
14 days ago - at 09/16/2026 10:13PM
CallTower is currently investigating an issue affecting the provisioning of Direct Routing users in CallTower Connect for GCC High tenants. Customers may experience errors when assigning DIDs or validating Voice Apps in GCC High environments.
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. This issue is being investigated as a top priority.
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