MFA Phone Call

Question

I am having trouble registering security information with a phone call in our tenant. I tested 2 scenarios:

1. A user (for example mine) who already has authentication methods registered, attempts MFA or SSPR using a phone call. The attempts fails with error message Oops! We encountered an unexpected error while contacting you.
2. A new user tries to register security information using a phone call. After entering the phone number, the error message We were unable to reach your phone. Please try again appears. The tests were performed using different phone numbers. The SMS and the authenticator app methods work correctly.

I have verified this across 3 different tenants - same problem. Can someone verify whether this works in yours?

Answer 1

The issue has been resolved - the telephony provider used for initiating the calls was at fault, so it really was at the back end. Maybe all of you that had the same issue, could check out whether it is fixed at your side too.

Answer 2

Regarding scenario 2, could it be the user still included the 0 in their phone number, although they already selected the country code, like +99 0xxx xxx xxx?

Answer 3

I am trying to post a reply, however an error message appears. I will try later.

Answer 4

FWIW, phone call doesn't work for me either, so might be some issue on the backend as well. I'll ping some folks, but you should open a support case and report this.

Just to add, if you have Security defaults enabled, the phone call method is toggled off: https://learn.microsoft.com/en-us/azure/active-directory/fundamentals/concept-fundamentals-security-defaults#deployment-considerations

Answer 5

I am sorry, but how can I post my answer here, I am constantly receiving "WAF v2 has determined your request exceeded the normal web request and has blocked your request."