CyberGate Service notification - CyberGate is working again
Date: 26-04-2023 Time: 12:15 UTC+2
Dear Reader,
CyberGate for IP Intercom to Teams is back to normal now and provides 2-way audio and live video to the receiving Teams user.
We’ll continue monitoring CyberGate to detect call setup error messages received from Teams, in particular, related to the live Video functionality.
If you’re experiencing the problem of not receiving Video from your IP Intercom Device in MS Teams, please let us know and create a Support Ticket.
We thank you for your patience and trust in CyberTwice.
Let's open doors together,
The CyberTwice Team
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Date: 24-04-2023 Time: 10:30 CET
Dear Customer,
- Video is enabled again in the call setup from CyberGate to MS Teams.
- CyberGate for IP Intercom to Teams is back to normal and provides 2-way audio and live video to the Teams user.
- We’re actively monitoring CyberGate to detect call setup errors received from Microsoft Teams, in particular related to Video.
If you’re still experiencing the problem of not receiving Video from your IP Intercom Device to Teams, please let us know and create a Support Ticket.
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Date: 18-04-2023 Time: 14:45 UTC+2
Dear Customer
Many thanks for your understanding; we're still doing our utmost to get everything to work correctly again.
We were able to add parts of the video functionalities to CyberGate. We've released a new CyberGate version, where Video is available at meetings and calls from Teams to your device.
To the best of our current understanding, the cause is unexpected behaviour in a (API-)function with the Microsoft Azure environment. To reinstate the video in the intercom calls, we require further input from Microsoft. We are and will remain in contact with Microsoft until resolved. The issue has been escalated to the highest levels available within our Microsoft support contract.
We will keep you posted on the next steps and hopefully soon on the full restoration of the CyberGate Service.
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Date: 13-04-2023 Time: 16:54 UTC+2
We have now temporarily removed the video from the call set-up. Currently, calls from the IP device will be received and answerable with MS Teams, but without video. Devices will gradually move to the new version. You could force it by restarting your IP device.
We will keep you posted on the next steps.
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Date: 13-04-2023 Time: 16:22 UTC+2
Dear Customer,
We have been working hard to try and resolve the issue we have been facing with our CyberGate Service. Please find a short update of our findings and mitigation steps:
The issue only surfaces when a call is being initiated from the IP-Device (intercom) to MS Teams. (Outbound calling from MS-Teams to the IP-Device still functions)
The call set-up we initiate from CyberGate towards Microsoft Teams (via the MS-Graph API) is accepted by Microsoft Teams and subsequently acknowledged towards the CyberGate.
The call is initiated on the Mobile Teams-client (ring-tone) for only 1 second, but not on the desktop-Teams-client.
However, the call is terminated by MS-Teams (automatically time-out within 30 seconds), irrespective of whether or not a call is accepted on the mobile client or not.
The event flow is terminated without our control and we have raised a formal ticket with Microsoft and waiting for their response. As mentioned, we have been informed that Microsoft is undertaking some unplanned maintenance and we suspect there is a correlation. However, this is not confirmed at this moment. This is pending a response from Microsoft.
In the meantime, we have been furthering our investigation and have established that the termination is not occurring when no video is included in the call. We, therefore, decided to temporarily remove the video from the call set-up, to ensure that calls from the IP-device will be received and answerable with MS-teams.
We expect we can roll this out within 1-2 hour(s) such that a basic or reduced service is restored.
Again apologies for the inconvenience. Be assured we are doing our utmost to fully restore the service. We will keep you posted.
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Date: 13-04-2023 Time: 11:00 UTC+2
Dear Reader,
As you may have noticed, we are experiencing an issue with our CyberGate service. Our team is working hard to resolve the problem. We've also reached out to Microsoft, as it appears to be related to some unplanned maintenance activities on their side.
We will keep you posted via our Customer Support Portal.
We apologize for the inconvenience and we hope to have it up and running again as soon as possible.
Kind regards,
The CyberTwice Team