Outage in Microsoft 365
Agents are unable to access Dynamics 365 Contact Center
Minor
November 12, 2026 - Started about 7 hours ago
Incident Report
Title: Agents are unable to access Dynamics 365 Contact Center
User impact: Agents are unable to access Dynamics 365 Contact Center.
Current Status: We are aware of an emerging issue where users are unable to access your Dynamics 365 Contact Center, preventing agents from sending or receive messages and voice calls. We are investigating the issue and will provide another update within the next 30 minutes.
This information is preliminary and may be subject to changes, corrections, and updates.
Components affected
Dynamics 365 AppsTrusted by 1,000+ teams
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Latest Updates ( sorted recent to last )
about 2 hours ago - at 11/12/2026 10:10PM
Title: Agents are unable to access Dynamics 365 Contact Center
User impact: Agents are unable to access Dynamics 365 Contact Center.
More Info: Following the service failover, agents are experiencing intermittent failures viewing conversation transcripts.
Current Status: Following the service failover, we have confirmed that agent access, voice, and messaging functionality has been restored. Agents may experience intermittent failures viewing conversation transcripts. We are preparing to restart the transcript service.
Next Update: Friday, November 13, 2026, at 12:00 AM UTC
about 2 hours ago - at 11/12/2026 09:14PM
Title: Agents are unable to access Dynamics 365 Contact Center
User impact: Agents are unable to access Dynamics 365 Contact Center.
More info: Agents may be unable to access the Dynamics Contact Center, preventing agents from sending or receiving messages or voice calls. Agents who can access the Contact Center may experience degraded voice and messaging functionality. Functionality and access may improve as the failover completes.
Current Status: Following our service diagnostic review, we are performing a failover of the impacted database infrastructure. We are monitoring service telemetry for recovery.
Next Update: Thursday, November 12, 2026, at 11:00 PM UTC
about 3 hours ago - at 11/12/2026 08:25PM
Title: Agents are unable to access Dynamics 365 Contact Center
User impact: Agents are unable to access Dynamics 365 Contact Center.
More Info: Agents are unable to access Dynamics 365 Contact Center, preventing agents from sending or receiving messages or voice calls. Agents who can access Contact Center may experience degraded voice and messaging functionality.
Current Status: After our investigation, we identified a portion of the database infrastructure responsible for Contact Center experienced connectivity failures. We are gathering and reviewing service diagnostic data to determine cause and possible next troubleshooting steps.
Next Update: Thursday, November 12, 2026, at 10:00 PM UTC
about 4 hours ago - at 11/12/2026 08:01PM
Title: Agents are unable to access Dynamics 365 Contact Center
User impact: Agents are unable to access Dynamics 365 Contact Center.
Current Status: We are aware of an emerging issue where users are unable to access your Dynamics 365 Contact Center, preventing agents from sending or receive messages and voice calls. We are investigating the issue and will provide another update within the next 30 minutes.
This information is preliminary and may be subject to changes, corrections, and updates.
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