Incident and Reported Details

Incident ID: EX20870

Details:

Current Status: Engineers have found that a portion of the affected infrastructure did not upgrade to the latest version as was intended. The remaining server capacity is now being updated. Once this is complete, engineers will run additional tests to confirm the update resolves the underlying root cause.

User Experience: Affected users are intermittently unable to connect to voicemail. When attempting to connect, users will hear silence and the call will disconnect.

Customer Impact: A few customers are reporting that they are experiencing this issue. This event is affecting customers with on-premises Edge server deployments utilizing the Exchange Online Unified Messaging (UM) feature.

Incident Start Time: Wednesday, April 1, 2015, at 8:00 PM UTC

Preliminary Root Cause: As we continue to expand Office 365 services and onboard new customers, an issue with the way the infrastructure handles connections has been revealed. Under increased load, the service performed at a suboptimal level handing connection requests, which caused increased latency and disconnects.