Microsoft Teams users are currently experiencing an intermittent but disruptive issue: the automatic creation of chat threads during Public Switched Telephone Network (PSTN) calls, including those routed through Call Queues and Auto Attendants. The problem, first reported on , is impacting users attempting to make or receive calls through the Teams platform, adding an unexpected layer of communication to voice interactions.
According to an alert from NHSmail (INC46758255) and a corresponding Microsoft reference (TM1238395), the issue manifests as a new chat thread appearing within the Microsoft Teams desktop client and web app whenever a PSTN call is initiated or received. This behavior extends to calls handled by Call Queue and Auto Attendant systems, effectively creating a chat room for every phone call.
The root cause, Microsoft has determined, is a code issue introduced in a recent deployment to the Microsoft Teams calling service. This has created a compatibility problem between the calling functionality and the chat features, leading to the unintended autogeneration of these chat threads. While the precise nature of the code issue hasn’t been publicly detailed, it highlights the complexities of integrating real-time communication services like voice and chat within a unified platform.
Microsoft is addressing the problem with a staged rollout of a fix, designed to allow for careful monitoring and validation before wider implementation. The company anticipates users will experience remediation incrementally as the deployment progresses, but has not yet provided a specific timeline for complete resolution. The next update is scheduled for , at 6:30 PM UTC.
The impact of this issue isn’t limited to simple inconvenience. The unexpected chat threads can create confusion for both callers and those handling calls in queue environments. As one user reported on a Microsoft support forum, the threads appear and disappear from the Activity tab, adding to the erratic nature of the problem. This is particularly problematic in Direct Routing setups where Conference Mode is enabled for Call Queues, as noted in Microsoft’s own support documentation.
Direct Routing, a Microsoft Teams feature, allows organizations to connect their existing PSTN infrastructure to Teams, enabling Teams users to make and receive calls using their existing phone numbers. The issue appears to be exacerbated when Conference Mode is active within these Call Queues, suggesting a potential interaction between the call handling logic and the chat system when multiple participants are involved or anticipated.
The problem isn’t entirely new. Reports surfaced earlier in indicating similar behavior, with some users noting the issue resolved itself temporarily without any intervention. This suggests the problem may be intermittent and tied to specific deployments or configurations within the Teams infrastructure. The recurrence of the issue indicates a more persistent underlying cause than a simple transient glitch.
Beyond the user experience impact, the issue also raises questions about the stability of the Teams platform and the quality assurance processes surrounding its updates. While staged rollouts are a standard practice for mitigating risk, the fact that this issue reached a widespread audience suggests a gap in pre-release testing or a difficulty in replicating real-world call scenarios in a testing environment.
The scope of impact may also extend to administrators updating the MacOS Wi-Fi policy for users on build 6.2602.7.2001 forward through Microsoft Intune. While the connection between this administrative task and the call threading issue isn’t immediately clear, it suggests a potential interaction between different components of the Microsoft 365 ecosystem.
For users currently affected, there is no immediate workaround beyond waiting for Microsoft’s fix to be deployed. Clearing the Teams cache, signing out and back in, and restarting the application have proven ineffective, according to user reports. The situation highlights the challenges of troubleshooting issues within complex, cloud-based communication platforms where users have limited control over the underlying infrastructure.
Microsoft’s response, while acknowledging the problem and deploying a fix, underscores the ongoing challenges of maintaining a stable and reliable communication platform at scale. The company’s commitment to a staged rollout demonstrates a cautious approach, prioritizing careful monitoring over a rapid, potentially disruptive, fix. Users will be looking for a more definitive timeline for resolution as the deployment progresses.
