Incident Reports

3/17/2023 Title: Direct Routing Environments: Transferring calls or calls on hold may not appear in the handled calls panel.

User Impact: Calls placed on hold or calls in a transferring state may not appear in the handled calls panel. This affects environment utilizing direct routing.

Microsoft has made a change that has negatively affected the application.

RCA: Azure Communication Services made a change that stopped sending an expected property to the application. An update was released that allowed the application to respond correctly to these changes.

Start Time: 3/17/23 at 12:29PM EST

End Time: 3/17/23 at 4:31PM EST

2/7/2023 Title: APAC Region Service Outage

User Impact: Users may not be able to sign into Landis Attendant Console.

Currently there is an APAC region Microsoft Teams/Azure Communication Services outage which is affecting Landis Attendant Console.

Start Time: 2/7/23 at 4:50PM EST

End Time: 2/7/23 at 11:00PM EST

12/9/2022 Title: Service Degradation

User Impact: Some users are not able to sign into Landis Attendant Console. Authenticated users are not affected.

RCA: A secret expired which prevented users from getting an authentication token.

Start Time: 12/9/22 at 4:41PM EST

End Time: 12/9/22 at 4:56PM EST

9/7/2022 Title: Service Outage

User Impact: Users may not be able to sign into Landis Attendant Console.

Azure Communication Services is experiencing some connectivity issues which is affecting Landis Attendant Console.

Start Time: 9/7/22 at 1:20PM EST

End Time: 9/7/22 at 3:55PM EST

8/12/2022 Title: Service Outage

User Impact: Users not able to sign into Landis Attendant Console.

Currently there is an Azure Communication Services outage which is affecting Landis Attendant Console.

Update: 8/12/22 at 10:15PM Microsoft is rolling out a hotfix to resolve the issue. Some locations may see the issue resolved.

Start Time: 8/12/22 at 2:30PM EST

End Time: 8/12/22 at 11:30PM EST

1/22/2022 Title: Service Outage

An Azure service anomaly was reported as affecting customers at 1/22/22 12:55pm EST. On deeper investigation we noticed abnormal Azure service performance.

1/22/2022 2:50pm EST The issue was resolved by migrating to a different Azure service plan.

RCA: We are working with Microsoft Azure to determine why the service level deteriorated. In addition, we will be adding additional health checks to our service.