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Between 12:45 PM and 1:40 PM ET, the Microsoft 365 outage caused an unusually high number of end users to call their MSPs at the same time. Inbound Voice AI call volume rose to about 10 times its normal level, and three issues followed: - Slow answers (about 1:05–1:30 PM ET): Some callers heard silence for more than 10 seconds before the voice agent greeted them. These calls then went on normally. - Unanswered calls (about 1:17–1:29 PM ET): A small number of callers hung up before a voice agent could answer. These calls don’t have a call record, transcript, or ticket in Thread. - Missing call recordings (about 1:04–1:40 PM ET): Some calls couldn’t start an audio recording because we hit a limit at our voice infrastructure provider. The calls themselves weren’t affected, and transcripts and tickets were created as usual. Only the audio recording is missing. Since 1:40 PM ET, all three issues have been resolved and calls are being answered and recorded normally. We’ve raised our recording capacity and are increasing our call-handling capacity so we can absorb surges like this in the future. If you’d like the list of affected calls for your workspace, contact support.

This incident has been resolved. --- [2026-11-12T18:39:56.740Z] (investigating) Please submit tickets through help.getthread.com for the time being.

This incident has been resolved. --- [2026-11-03T22:46:55.091Z] (monitoring) Our vendor has rolled back the change that caused this issue. Outbound calls to technicians and contacts with an extension are reaching the extension again. Some inbound transfers to an extension may still land in the destination’s main menu, and we’re working on a fix for those. As a temporary workaround, add a pause before the extension in your transfer settings (for example, w200 instead of 200). We’ll post an update once inbound transfers are resolved. --- [2026-11-03T22:24:47.972Z] (monitoring) Our vendor has deployed a fix. Outbound calls to technicians and contacts with an extension are reaching the extension again. Some inbound transfers to an extension may still land in the destination’s main menu. We’ll post another update once transfers are fully resolved. --- [2026-11-03T22:08:01.184Z] (identified) We now believe this issue also affects inbound Voice AI calls that are transferred to a number with an extension: the transfer may land in the destination’s main menu instead of reaching the extension. Our vendor has identified the root cause and is deploying a fix. Until it’s complete, outbound calls and transfers to numbers with an extension may still land in the main menu. Calls and transfers to direct numbers without an extension are not affected. We’ll post an update once we’ve verified the fix. --- [2026-11-03T22:00:56.040Z] (identified) Our vendor has found the root cause and is deploying a fix now. Until it’s complete, outbound calls to numbers with an extension may still fail. We’ll confirm here once we’ve verified the fix. --- [2026-11-03T21:54:22.519Z] (identified) Since November 2, 2:30 PM ET, outbound Voice AI calls to phone numbers saved with an extension may not reach the extension. This affects calls to technicians and to customer contacts. The call connects to the main line, but the phone system doesn’t receive the extension, so the call ends up in the main menu. Calls to direct numbers without an extension are not affected. We’ve traced this to an issue with a vendor and are working with them on a fix. In the meantime, calling a direct number avoids the problem. Adding extra pauses to the extension won’t help. We’ll post an update when it’s fixed.