SCB Global Ltd - Notice history

Reason for Outage (RfO) Report for Slowness in WebAgent 

Incident Details 

 What users experienced:

•  Users encountered very slow loading times when accessing the WebAgent URL and also experienced difficulties signing in. Sometimes users were experiencing 504 (Gateway Timeout) errors.  

Who was impacted:  

• Microsoft initially communicated multiple regions in the US, but later narrowed this down to customers accessing services in the East US. 

When did the issue start:  

• Customers informed us that on 15 September, they received a lot of reports from their users of the slowness to login to WebAgent. 

When was the issue resolved: 

• Microsoft communicated the following actions during the event: 17:19 UTC on 15 September 2025 

•  Additional capacity was provisioned to address overloaded environments.  

• This reduced the frequency of error rates, but lower-volume error rates were still observed from our telemetry. 

• 20:12 UTC on 15 September 2025 - Additional throughput optimization was rolled out to reduce system load further. 

• 21:33 UTC on 15 September 2025 – Service(s) restored, customer impact mitigated, and verified by service telemetry. 
   

 
SCB Global apologizes for any inconvenience this incident may have caused. 

Root Cause:

A platform issue impacted Azure Front Door (Standard, Premium, and Classic SKUs) and Azure CDN Standard from Microsoft. The impact was limited to two Points of Presence (PoPs) in East US and affected only cache-miss traffic 

 
Detection Method:

Manual verification and troubleshooting by the SCB technical team.  

Corrective Actions:

Actions taken, lessons learned, and next step from customer/partner: 

• Microsoft’s initial communication was delayed by three hours from the time the issue occurred, which prevented us from providing proactive, meaningful updates to customers. As we are technically dependent on Microsoft and no actions on our side could have prevented this incident, no further measures will be taken. 

Incident Update

We are pleased to confirm that the issue has been fully resolved, and this announcement is now being closed.

A root cause analysis has already been initiated, and the details will be shared following our standard processes.

Thank you for your patience and understanding.

Resolved

Dear valued Customers and Partners,

We are pleased to confirm that the issue has been fully resolved, and services are functioning normally.

We are collaborating closely with Microsoft and will provide the RCA to affected customers through their support cases, following our usual process.

Thank you for your patience and understanding during this incident.

Feel free to contact us with any questions or for further clarification.

Dear valued Customers,

Incident status update:

We have received confirmation from Microsoft that the fix has been successfully deployed. Our internal monitoring also confirms continued improvements in our logs.

We will be reaching out to impacted customers directly to confirm that service has been fully restored.

If you are still experiencing issues, please contact us via your regular support channel. If you have an open case with Microsoft, we recommend updating them as well.

Thank you for your patience and continued collaboration.

Update:

Dear Valued Customers and Partners,

Incident Update:

We are seeing noticeable improvements in our logs for most customers who were impacted by this issue. Additionally, we’ve received some positive feedback from customers, indicating that the situation is improving for them.

We continue to monitor the situation closely while awaiting further updates from Microsoft to confirm a full resolution

We appreciate your continued patience and will share more information as it becomes available.

Update:

Dear valued Customer and Partners,

We've received feedback from several customers indicating that Service Incident ID: EX1110700 is not visible in their Microsoft 365 Admin Center under the Service Health Dashboard.

We have escalated this concern to Microsoft and provided them with the details of the impacted tenants. Microsoft has confirmed they will begin working on ensuring the incident is properly surfaced to all affected customers.

Best regards,

Update:

Dear valued Customer and Partners,

We are still experiencing an issue where agents are not being hunted due to presence delays. Microsoft has confirmed this problem originates from Microsoft Exchange Online, where a portion of the infrastructure responsible for handling presence data is not processing requests efficiently. As a result, certain requests for availability information are timing out before a response is returned.

Microsoft is actively working on the problem. Their engineering teams are analyzing detailed logs and network traces to pinpoint the root cause and develop a fix to restore normal functionality. Until the issue is fully resolved on Microsoft's side, presence features within Anywhere365 may behave inconsistently for impacted users.

Best regards,

Update

Dear valued Customers and Partners,

We would like to inform you that Microsoft has acknowledged an ongoing outage in Microsoft 365 / Exchange Online affecting free/busy and presence data. This issue specifically impacts the EMEA region and may cause delays or inconsistencies in presence updates within their platform, which in turn impacts the functionality of AnywhereNow.

This incident is tracked by Microsoft under Service Incident ID: EX1110700 and is visible in the Microsoft 365 Admin Center under the Service Health Dashboard.

Please note that this is a Microsoft-side issue, and we are closely monitoring their updates. We will continue to keep you informed as more information becomes available.

Thank you for your understanding and continued patience.

Update

Dear Valued Customers and Partners,

Microsoft is currently investigating our escalation regarding the ongoing issue. To help expedite the resolution, we kindly ask that you open your own support ticket with Microsoft and reference our case number: 2507070050002791.

By raising additional tickets, you help highlight the urgency and increase the priority of the case on Microsoft's side.

We will continue to keep you informed as soon as we receive further updates from Microsoft.

Thank you for your continued support and patience.

Web Agent on Dialogue Cloud V3 | EMEA | Presence Synchronization.

Incident status: Identified

Dear Valued Customers and Partners,

Incident State Update

Current Impact:

Due to incorrect presence status being returned, agents are not being hunted as expected, which may result in missed or delayed call routing.

Current Status: Identified

We are seeing intermittent improvements in presence updates, followed by recurring delays. The delays appear to stem from Microsoft’s Graph API, which is impacting the retrieval of user presence information. This affects our ability to route calls accurately, as real-time presence data is essential for determining agent availability.

Through testing via Graph Explorer in a fully isolated environment outside of the Anywhere365 infrastructure, we have confirmed that the issue originates externally, likely on Microsoft’s side, though this has not yet been officially acknowledged by Microsoft.

Workaround:

For customers using WebAgent or Snapper, agents can manually pick up calls from the queue as a temporary measure while we await further updates from Microsoft.

Next Steps:

We continue to escalate the case with Microsoft and will provide further updates as soon as new information becomes available.

Thank you for your continued patience and understanding.