Updated 05:52 GMT, November 13, 2026
Dynamics 365 Contact Center went down for just under eight hours on Thursday evening. Agents could not get into the workspace. Voice and messaging stopped.
Microsoft says it restored agent access at 00:57 GMT on Friday. The wider Microsoft 365 outage was still running more than 13 hours after Exchange Online first failed, with no time given for a full recovery.
Agents Lost the Contact Center
Microsoft logged the failure as incident CR1550885, a Dynamics 365 Apps incident that began at 17:00 GMT on November 12. It is a separate ticket from the Exchange Online and Microsoft 365 incidents that started the same afternoon, with a different preliminary cause.
“A portion of the database infrastructure responsible for Contact Center experienced connectivity failures.”
Microsoft service health, incident CR1550885, November 13, 2026
Agents who could not sign in could not send or receive messages or voice calls, and those who could get in saw degraded voice and messaging. Microsoft failed over the affected database infrastructure and later said access, voice, and messaging had returned, with transcripts still intermittent. After a transcript-service restart and a period of monitoring, it declared the service restored.
The Wider Outage Is Still Open
Exchange Online incident EX1550543 began at 16:17 GMT on November 12, leaving users unable to reach Exchange Online mailboxes. Microsoft opened a companion incident, MO1550821, at 18:26 GMT for the wider Microsoft 365 impact. As of the 05:43 GMT update on Friday, both were still in service degradation, with the next update due at 07:00 GMT and no estimated recovery time. Microsoft’s public status page still showed a Microsoft 365 degradation and no Azure issues. @MSFT365Status last posted at 05:01 GMT.
“As of now, we are not aware of any malicious activity that is causing this incident. We will continue to treat this incident with urgency and priority until full resolution.”
Microsoft service health, incidents EX1550543 and MO1550821, 05:43 GMT, November 13, 2026
Microsoft earlier said a process on affected servers “responsible for establishing secure connections becomes overwhelmed, causing the servers to stop processing requests,” and that it had begun reverting “a recent network configuration change that correlates with the start of impact.” Later updates described mitigation work that produced traffic surges, and machines “stuck in a bad state.”