Between 12:45 PM and 1:40 PM ET, the Microsoft 365 outage caused an unusually high number of end users to call their MSPs at the same time. Inbound Voice AI call volume rose to about 10 times its normal level, and three issues followed:
- Slow answers (about 1:05–1:30 PM ET): Some callers heard silence for more than 10 seconds before the voice agent greeted them. These calls then went on normally. - Unanswered calls (about 1:17–1:29 PM ET): A small number of callers hung up before a voice agent could answer. These calls don’t have a call record, transcript, or ticket in Thread. - Missing call recordings (about 1:04–1:40 PM ET): Some calls couldn’t start an audio recording because we hit a limit at our voice infrastructure provider. The calls themselves weren’t affected, and transcripts and tickets were created as usual. Only the audio recording is missing.
Since 1:40 PM ET, all three issues have been resolved and calls are being answered and recorded normally. We’ve raised our recording capacity and are increasing our call-handling capacity so we can absorb surges like this in the future. If you’d like the list of affected calls for your workspace, contact support.