Agents are unable to access Dynamics 365 Contact Center

Timeline (UK time)

1. 13 Nov 2026, 01:25 GMT ✓ Operational

   Title: Agents are unable to access Dynamics 365 Contact Center User impact: Agents were unable to access Dynamics 365 Contact Center. Final Status: We have completed the restart. Following a period of monitoring service diagnostics, we have confirmed that agent access to Dynamics 365 Contact Center has been restored. A Post Incident Report will be published within five days. Preliminary Root Cause: A portion of the database infrastructure responsible for Contact Center experienced connectivity failures. Next Steps: We're analyzing performance data and trends on the affected systems to prevent this problem from happening again.

2. 12 Nov 2026, 23:50 GMT ✓ Operational

   Title: Agents are unable to access Dynamics 365 Contact Center User impact: Agents are unable to access Dynamics 365 Contact Center. More Info: Following the service failover, agents are experiencing intermittent failures viewing conversation transcripts. Agents may begin to observe recovery as the restart progresses. Current Status: We are continuing to restart the transcript service to restore functionality. Next Update: Friday, November 13, 2026, at 3:00 AM UTC

3. 12 Nov 2026, 22:10 GMT ✓ Operational

   Title: Agents are unable to access Dynamics 365 Contact Center User impact: Agents are unable to access Dynamics 365 Contact Center. More Info: Following the service failover, agents are experiencing intermittent failures viewing conversation transcripts. Current Status: Following the service failover, we have confirmed that agent access, voice, and messaging functionality has been restored. Agents may experience intermittent failures viewing conversation transcripts. We are preparing to restart the transcript service. Next Update: Friday, November 13, 2026, at 12:00 AM UTC

4. 12 Nov 2026, 21:14 GMT ✓ Operational

   Title: Agents are unable to access Dynamics 365 Contact Center User impact: Agents are unable to access Dynamics 365 Contact Center. More info: Agents may be unable to access the Dynamics Contact Center, preventing agents from sending or receiving messages or voice calls. Agents who can access the Contact Center may experience degraded voice and messaging functionality. Functionality and access may improve as the failover completes. Current Status: Following our service diagnostic review, we are performing a failover of the impacted database infrastructure. We are monitoring service telemetry for recovery. Next Update: Thursday, November 12, 2026, at 11:00 PM UTC

5. 12 Nov 2026, 20:25 GMT ✓ Operational

   Title: Agents are unable to access Dynamics 365 Contact Center User impact: Agents are unable to access Dynamics 365 Contact Center. More Info: Agents are unable to access Dynamics 365 Contact Center, preventing agents from sending or receiving messages or voice calls. Agents who can access Contact Center may experience degraded voice and messaging functionality. Current Status: After our investigation, we identified a portion of the database infrastructure responsible for Contact Center experienced connectivity failures. We are gathering and reviewing service diagnostic data to determine cause and possible next troubleshooting steps. Next Update: Thursday, November 12, 2026, at 10:00 PM UTC

6. 12 Nov 2026, 20:01 GMT ✓ Operational

   Title: Agents are unable to access Dynamics 365 Contact Center User impact: Agents are unable to access Dynamics 365 Contact Center. Current Status: We are aware of an emerging issue where users are unable to access your Dynamics 365 Contact Center, preventing agents from sending or receive messages and voice calls. We are investigating the issue and will provide another update within the next 30 minutes. This information is preliminary and may be subject to changes, corrections, and updates.