ROGER365 has identified the cause of the issue. Microsoft confirmed that a (non-communicated) change was made to one of their backend services and due to their strict security policy they were unable to communicate with this service. ROGER365 will escalate this to the Microsoft Certified Contact Center product team.

This evening at 06pm CET ROGER365 will rollback the temporary workaround to normal production.

With this information and the fact that inbound calls arent affected anymore since this morning we will update this incident to resolved.

ROGER365 has implemented a temporary solution and we see services are working normally, but there is a small change there still might be some disruption. ROGER365 continue to work on the final solution with Microsoft.

A routing issue within Azure seems to bee causing the issue. ROGER365 engineers are working with Microsoft to find the solution.

Microsoft Teams has no issues, with our carrier platform it is possible to route incoming calls towards a Teams Call Queue when an error occured. This way calls that should be normally handled by the ROGER365 Contact Center can be rerouted during an issue towards another call queue. This way customers can still be reachable.

If you want more information about this advanced failover feature, please contact your partner so that they can help configure this for you.

ROGER365 has identified an issue that they are not able to retrieve information from Azure service. The issue has been escalated to Microsoft with the highest priority. We'll update as soon as we receive new information from ROGER365.