RealConnect for Teams: Intermittently, standard based endpoints (VTC) not received video when dialing into lobby, no IVR and welcome slide

Incident Report for Poly Cloud Services

Postmortem

The issue was a result of the Microsoft’s Azure front door connectivity issue: https://portal.azure.com/#view/Microsoft_Azure_Health/DetailsPage.ReactView/fromDeeplink~/false/index~/1

This caused issues with the following:

  1. Inability to scale up the gateways within the Poly RealConnect service.
  2. Existing gateways were unable to support dialing using the IVR call flow.

Once Microsoft resolved the issue on their end, Poly ensured all gateways were up and fully functional.

Posted Jun 14, 2022 - 15:37 MDT

Resolved

This incident has been resolved.
Posted Jun 14, 2022 - 15:30 MDT

Monitoring

The issues has been identified. Corrective actions have been implemented by Microsoft and Poly has reset it's RealConnect Team's gateways.
Posted Jun 14, 2022 - 13:08 MDT

Investigating

We are currently investigating this issue.
Posted Jun 14, 2022 - 05:09 MDT
This incident affected: Poly RealConnect (EMEA).
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