Subject: URGENT ESCALATION – Critical Business Telephony Outage – [Moderator note: Personally Identifiable Information removed] – Port Completed but Number Unobtainable for 2 Weeks

Dear Microsoft Support,

We require urgent escalation of an ongoing Microsoft Teams Phone incident affecting our primary published customer contact number:

Affected number: [Moderator note: Personally Identifiable Information removed]

This number was ported from RingCentral to Microsoft Teams Phone. Microsoft reports that the port has successfully completed; however, the number remains unavailable to callers, who receive the announcement:

“The number you have called is unobtainable.”

The service has now been unavailable for approximately two weeks.

This has moved beyond a routine number-porting issue and is now a significant business continuity and customer service risk for our organisation.

We are a small organisation and receive approximately 30 inbound calls per day through this 0800 number. At that average volume, a two-week outage potentially represents approximately 420 attempted customer calls that may have been unable to reach us.

The number is a published customer contact number, so the impact includes:

• Customers being unable to contact the organisation through the published 0800 number.
• Potential safeguarding/customer-service impact from callers being unable to reach the service.
• Lost enquiries and potentially lost business.
• Reputational damage because callers are being told that our published number is unobtainable.
• Additional administrative workload as customers attempt alternative methods of contact.
• No practical way for us to identify or recover callers who abandoned their calls because they received the network announcement.

We therefore require this incident to be treated as an active service outage and escalated accordingly.

Microsoft Teams configuration already verified

We have undertaken extensive troubleshooting using both the Microsoft Teams Admin Center and Microsoft Teams PowerShell.

Microsoft Teams PowerShell reports the following for the affected number:

Therefore Microsoft's own provisioning system confirms:

Activation = Activated

Blocked = No

Capability = TollFree

Capability = InboundCalling

Port status = Completed

PSTN assignment = VoiceApplicationAssigned

PSTN Partner = Microsoft

Resource Account verification

We then queried the PSTN target directly:

Microsoft returns:

This confirms that **[Moderator note: Personally Identifiable Information removed]**is correctly assigned to the intended Auto Attendant Resource Account.

Resource Account → Auto Attendant association

We then queried the application association:

The provisioning status was then checked:

This is particularly important because Microsoft's own platform reports:

ApplicationInstanceProvisioning = Success

Auto Attendant verification

We queried Auto Attendant:

It exists correctly in the tenant and reports:

The Application Instance shown on the Auto Attendant therefore matches the Resource Account to which the affected 0800 number is assigned.

Call-flow verification

We have also inspected both the business-hours and after-hours Auto Attendant call flows.

The default business-hours flow contains:

The after-hours flow also resolves to:

We verified this user independently:

Therefore both business-hours and after-hours call handling point to an enabled, Enterprise Voice-enabled Teams user.

Licensing

The tenant has an active:

Microsoft Teams Phone Resource Account subscription.

The tenant also has the Communications Credits service/SKU provisioned.

We understand that inbound toll-free calls require appropriate Communications Credits/pay-as-you-go funding.

We therefore require Microsoft to confirm at platform level that the Communications Credits/toll-free wallet associated with this tenant is active, funded and authorised to terminate UK toll-free traffic for [Moderator note: Personally Identifiable Information removed]

We have been unable to obtain a clear monetary wallet/balance confirmation through the Microsoft 365 Admin Center because of the tenant's billing-account configuration.

Microsoft PSTN team's reported test

We have now also been advised by Microsoft that the PSTN team has tested the number and reports the test as successful.

This does not correspond with the actual customer experience.

External callers continue to receive:

“The number you have called is unobtainable.”

We therefore need Microsoft to provide the details of the successful PSTN test rather than simply reporting it as successful.

Please provide:

1. Exact date and time of Microsoft's successful test.

2. Calling CLI used for the test.

3. Originating carrier/network.

4. Whether the test originated from within Microsoft's own PSTN/carrier infrastructure or from an independent UK PSTN/mobile network.

5. Confirmation that the call actually reached our Auto Attendant, rather than merely confirming that an internal route/translation exists.

6. Microsoft call correlation/trace ID for the successful call.

7. PSTN ingress carrier used for the successful call.

Carrier/interconnect testing required

Because Microsoft reports successful internal PSTN testing while real external callers receive an unobtainable announcement, we are concerned that this may be an inter-carrier/post-port routing or number translation issue.

In particular, an internal Microsoft/carrier test does not demonstrate that the number is correctly reachable from all UK originating networks following the port from RingCentral.

We therefore require Microsoft Carrier Operations to test the number from external UK PSTN networks, including where possible:

BT fixed network

EE

O2/Virgin Media O2

Vodafone

Three

If Microsoft can reach the number from its own carrier infrastructure but external networks cannot, please investigate ported-number routing/translation and interconnect propagation with the appropriate UK carriers.

Specific technical escalation required

Please do not return this incident to standard Auto Attendant configuration troubleshooting without identifying evidence of a configuration fault.

We have demonstrated from Microsoft's own PowerShell services that:

Number → Activated

Number → Not Blocked

Number → TollFree

Number → InboundCalling

Port → Completed

PSTN Assignment → VoiceApplicationAssigned

PSTN Partner → Microsoft

Resource Account → Correctly holds +448003689765

Resource Account Association → AutoAttendant

Application Instance Provisioning → Success

Auto Attendant → Correct ApplicationInstance

Business-hours destination → Valid Enterprise Voice user

After-hours destination → Valid Enterprise Voice user

Yet:

External PSTN caller → +****[Moderator note: Personally Identifiable Information removed] → “The number you have called is unobtainable.”

Actions required from Microsoft

We therefore require Microsoft to:

1. Perform a full inbound PSTN trace for [Moderator note: Personally Identifiable Information removed]

2. Confirm whether calls from external UK networks reach Microsoft's PSTN ingress network.

3. Verify the number's current routing/translation within Microsoft's upstream UK carrier platform.

4. Verify that all required porting/routing information has propagated following the RingCentral → Microsoft port.

5. Engage the appropriate upstream carrier/interconnect team where external carriers do not route the number correctly.

6. Confirm that the Communications Credits/toll-free billing wallet is active, funded and authorised for this number.

7. Provide evidence/details of the PSTN team's reported successful test.

8. Provide the Microsoft Carrier Operations/upstream carrier incident reference.

9. Confirm the technical root cause and estimated restoration time.

Business impact and escalation

This number has now been unavailable for approximately two weeks.

Our normal inbound volume is approximately 30 calls per day, meaning the outage potentially represents around 420 attempted customer calls over a 14-day period.

For a small organisation, this represents a substantial proportion of customer contact and is causing significant operational and reputational impact.

The fact that Microsoft's administrative systems show the port as Completed cannot be treated as resolution while the number remains unobtainable to our customers.

We therefore request this incident is urgently escalated to the appropriate Teams Phone/PSTN Carrier Operations service owner and remains open until successful inbound calls have been demonstrated from external UK PSTN/mobile networks.

Please provide an urgent technical update, named escalation owner and restoration plan.

Regards,

[Moderator note: Personally Identifiable Information removed]