EU10
8x8 Is currently investigating an issue with the inbound calls in the UK region. Current findings show that outbounds are not affected. We are working on resolving the issue and updates will be provided as they become available.
8x8 has resolved the issue impacting the inbound issue. 8x8 is monitoring and investigating the root cause and we apologize for the inconvenience.
8x8 is currently investigating login issue on VCC on the EU10 cluster in UK. New logins are being affected at the moment.
Our monitoring tools have detected service degradation and the internal teams have been engaged and working on service restoration.
Updates will be provided as they will become available.
The VCC login issues have been resolved as of 08:45 PST/16:45 UTC. New logins have been impacted, while the users already logged in were able to continue working without impact.
We would like to apologize for the interruption and any inconvenience this might have caused.
8x8 Is currently investigating an issue on the VCC dashboards where the information is not displayed correctly. We are working on resolving the issue and updates will be provided as they become available.
8x8 has identified the issue impacting the dashboards. We are now working to clear the mismatching info. We will provide further updates as they become available. We apologize for the inconvenience.
8x8 has resolved the issue impacting the VCC dashboards and the information should be listed correctly. 8x8 is monitoring and investigating the root cause and we apologize for the inconvenience.
8x8 Is currently investigating a login issue on VCC on the EU10 cluster in UK. We are working on resolving the issue and updates will be provided as they become available.
8x8 has started receiving confirmations that the VCC has started accepting logins and working under normal conditions. We will continue to monitor and provide an update upon confirming full resolution.
8x8 has resolved the issue impacting the VCC login on the EU10 cluster. 8x8 is monitoring and investigating the root cause and we apologize for the inconvenience.
8x8 Is currently investigating an issue where calls are being offered as normal but there is no sound. We are working on resolving the issue and updates will be provided as they become available.
8x8 has observed the service working as normal and are now closing this incident as resolved. We will continue to monitor and we apologize for the inconvenience.
8x8 Is currently investigating an issue with the VCC agent workspace being unable to load. We are working on resolving the issue and updates will be provided as they become available.
8x8 has received reports of VCC access issues leading to a whitelabel error page. A workaround has been identified by accessing it via apps.8x8.com. Should issues be encountered on 8x8 Work desktop application, we recommend to ensure the app is running the latest version or use the web version as an alternative. We will continue to provide updates as they become available.
8x8 is currently seeing no more impact regarding the VCC login issue and testing shows that the service is working as normal. We will continue to monitor and provide a further update once we will confirm the issue is fully resolved.
8x8 has observed and confirmed resolution on the issue impacting the Contact Center login issue. 8x8 is monitoring and investigating the root cause. We apologize for the inconvenience.
8x8 Is currently investigating an Agent Workspace login issue. Please contact support to troubleshoot the issue while we confirm the issue. We'll provide updates as they become available.
8x8 engineers continue to work towards the resolution of the issue. We will continue to provide updates as they become available and we apologize for the inconvenience.
We are doing our very best to get this issue resolved as a matter of priority, we thank you for your patience. 8x8 engineers have managed to mitigate the impact for a number of users and will continue their efforts to restore the service. We will provide further updates as they become available and we again apologize for the inconvenience.
8x8 continues to work towards resolution of this issue. At the moment the impact is linked to some corrupted Tenant data leading to login issues which requires correction by the 8x8 engineers. We will provide further updates as they become available and we again apologize for the inconvenience.
8x8 continues on applying corrections in order to resolve the issue. To ensure you are fully informed of the progress being made, we will provide you with regular updates via this platform every 60 minutes or until a significant update becomes available. We apologize for the delay in resolving the issue.
8x8 engineers continue to work towards the resolution of the issue. We will continue to provide updates as they become available.
8x8 has observed and confirmed resolution on the issue impacting the Agent Worskpace logins. We are now closing the incident as resolved. We apologize for the inconvenience.
8x8 Is currently investigating an issue with the 8x8 Contact Center Email Channel. We are working on resolving the issue and updates will be provided as they become available.
We continue to work on resolving the issue as a matter of urgency. We will provide updates as they become available.
For the customers impacted by VCC email channel failing authentication on Microsoft Office365 email accounts the following solution is being provided: link.
Using the method provided in the link above, the impacted customers can create and use specific passwords outside of 2FA for authenticating the MS Outlook email channels being polled by CC EPS. This solution has been tested and verified.
Should you encounter any further issues or difficulties do not hesitate to reach out to the support teams.
8x8 will continue to review this issue for root cause and we apologize for the interruption.
Dear Customer,
8x8 Support has received reports of Contact Center users in the UK3 region being unable to answer incoming calls, or that the calls are silent and/or are being dropped.
This is currently being investigated with our Operations and Engineering teams and additional updates will be provided as they become available.
We apologize for the disruption and we would like to assure you we are doing everything we can to restore your service in the shortest time possible.
At the moment our Engineering and Operations team believe that only customers with MS Teams as endpoints are being affected by the aforementioned symptoms.
As an alternative mode of being able to service customers, if your 8x8 Contact Center users are able to use 8x8 Work Desktop or any other non-MS Teams device, they should be able to successfully receive the incoming calls without any issues.
We are continuing to work internally and with our service partners to ensure service stability is returned as soon as possible.
8x8 has verified with impacted customers that they are no longer seeing issues with calls related to their MS Teams endpoints availability to service calls.
Our Engineering and Operations teams have verified that there were no issues with the 8x8 infrastructure during this time, however has noticed at https://downdetector.co.uk/status/teams/ there were multiple reports with MS Teams endpoints experiencing issues during this time. 8x8 is continuing to monitor and working closely with our service partners to ensure stability of the service to all of our customers.
We would like to thank you for your cooperation and to apologize for the inability to receive calls during the time of this incident.
Dear Customer,
We have received reports of VCC agents showing incorrect status/not updating however they are able to receive calls.
The engineering team is working with high priority on this.
Thank you for your understanding.
Our engineers are currently working to resolve the issue as a matter of urgency.
We will continue to provide updates as they become available.
We apologize for the the inconvenience this might create.
We are doing our very best to get this issue resolved as a matter of priority, we thank you for your patience.
We will provide further update at 10:40 BST time.
Thank you for your understanding.
8x8 engineering continues to work on an active investigation bridge along with all relevant teams for providing a resolution.
We will continue to provide updates at 10:55 BST time, or as they become available.
We apologize for the inconvenience.
8x8 engineers continue to work towards resolution of the issue and all needed resources are actively engaged.
We will continue to provide updates at 11:15 BST time or as they become available.
Thank you for your understanding.
We are doing our very best to get the incident resolved as a matter of priority and we thank you for your patience.
To ensure you are fully informed of the progress being made, we will provide you with regular updates, next update will be at 11:30 BST time or as they become available.
We apologize for the delay in resolving the issue.
8x8 operations teams are still working to restore functionality.
Please be assured that we are investigating this as a matter of urgency, and apologize for any inconvenience caused.
The next update will be at 11:45 BST time or as they become available.
Dear Customer,
We sincerely apologize for the ongoing technical issue and understand the problems this is causing you.
At 8x8 we understand the importance of our services to your daily operations, and we deeply regret any disruptions you are be experiencing.
Our dedicated team of technical experts has been working round the clock to identify the root cause of the incident and implement the necessary measures to restore normal functionality.
Please be assured that every possible resource is being deployed to expedite the resolution process.
The next update will be at 12:00 BST time or as they become available.
Dear Customer,
The engineering team has made progress and we are currently believing that we are getting closer to a resolution.
Once again, please accept our sincerest apologies, and we thank you for your continued trust and support.
The next update will be at 12:15 BST time or as they become available.
Dear Customer,
Our dedicated team of technical experts has resolved the issue.
Ensuring your success is our top priority at 8x8 and we’re focused on learning from this issue and preventing any recurrences.
We have started on the root cause analysis and it will be sent out once completed.
Thank you for your understanding and please accept our sincere apologies.