Notice #487198
Investigating

Service Alert: MS Teams Integration (eTeams Plugin)

Began:

Service Impact:

Core Voice & SMS: Fully Operational. All inbound and outbound calling remains unaffected. Portal Access: The eTeams plugin remains impaired.

Workaround: As a reminder, all administrative and user portal functions are fully accessible via any standard web browser. Please use this method for all portal-related tasks while we continue to work toward a resolution for the Teams integration.

Next Steps: Our team is working toward isolating the specific conflict. We will provide further information as the investigation progresses.

Final Update: eTeams Plugin Accessibility

Status: Resolved / Service Restored

Following a period of intensive monitoring and framework testing, we are pleased to confirm that the eTeams plugin for Microsoft Teams is now functioning normally. Full connectivity between the plugin and the user portal has been restored.

Current Status: All plugin features are fully operational.

Core Services: Voice, SMS, and Call Routing continue to function with 100% uptime.

Action Required: In most cases, the fix will be automatic. If you still encounter any display issues, please try restarting your Microsoft Teams client to refresh the plugin handshake.

Our engineering team has verified the restoration across all environments, and we are now officially closing this incident. We appreciate your patience while we worked through this integration impairment.

Our engineering team has resumed deep-dive diagnostics following the weekend monitoring period. We are continuing to investigate the integration layer between the eTeams plugin and the Microsoft Teams framework. At this stage, we are also reviewing recent third-party environment updates that may be impacting the plugin handshake.

Service Impact:

Core Voice & SMS: Fully Operational. All inbound and outbound calling remains unaffected. Portal Access: The eTeams plugin remains impaired.

Workaround: As a reminder, all administrative and user portal functions are fully accessible via any standard web browser. Please use this method for all portal-related tasks while we continue to work toward a resolution for the Teams integration.

Next Steps: Our team is working toward isolating the specific conflict. We will provide further information as the investigation progresses.

Our engineering team is currently conducting a systematic review of the eTeams plugin handshake and API connectivity. While the specific root cause is still being isolated, we are investigating potential issues between the plugin and the Microsoft Teams framework.

Core Services: Voice, SMS, and Call Routing are not impacted and continue to function normally.

Workaround: Please continue to use your standard web browser to access the user portal directly

Users may experience issues accessing the portal via the eTeams plugin within the Microsoft Teams application. We are currently investigating an issue affecting the eTeams integration in Microsoft Teams.

Please note: * Voice services are NOT affected. All inbound and outbound calling functions are operating normally.

Workaround: You can continue to access the portal directly using your web browser.

Our engineering team is actively working on a resolution. We will provide further updates as they become available.

  • ESI eCloud Hosted PBX
    • ESI ePhoneGO2

      ESI Cloud's mobile solution for iOS and Android

    • SIP Phones

      ESI & 3rd Party phones using eCloud services.

    • ESI eCloud Internet Fax
    • ESI eConsole Dashboard

      Web-based portal to manage users, DIDs, queues, and more.

    • ESI eTeams Connector
    • eCloud Click-to-Call

      Click-to-Call Google Chrome Extension

    • SMS Texting
    • ESI Webphone

      Softphone for eCloud.

    • ESI Enterprise Meetings

      Video Collaboration

  • ESI SIP Trunks
    • Inbound PSTN Carriers
    • Outbound PSTN Carriers
  • ESI Access

    Services associated with the Access Service which can include the web-based dashboard or entry devices.

    • Access Dashboard
    • Access Devices
  • EsiQuote2

    Sales quote tool for eCloud and eSIP PBX.

  • ESI Technical Support Portal

    ESI's customer service ticketing system.

  • ESI Academy

    ESI Partner site for training, documentation, community forums.

  • Starlink

    ESI supports the use of Starlink for Internet service however ESI does not sell Starlink devices. If you are having issues with Starlink you must contact Starlink directly.

Previous Incidents

[Resolved] Inbound and Outbound Call Failures

Began: Ended: Duration:
  • ESI eCloud Hosted PBX
  • ESI ePhoneGO2
  • SIP Phones
  • ESI eCloud Internet Fax
  • ESI eConsole Dashboard
  • ESI eTeams Connector
  • eCloud Click-to-Call
  • SMS Texting
  • ESI Webphone
  • ESI Enterprise Meetings
  • ESI SIP Trunks
  • Inbound PSTN Carriers
  • Outbound PSTN Carriers

ESI is investigating a network issue that is causing outbound calls to fail. We will update this message as more details become available.

*Update:* ESI engineering teams remain fully engaged with investigating the calling disruption. The investigation has moved into analyzing specific network traffic patterns to pinpoint the failure.

Further updates will be shared as milestones are reached. Thank you for your patience as we work toward a resolution.

We've now resolved the incident. Thanks for your patience.

No further notices from the past 7 days.