Work Calling
8x8 is currently investigating reports of some Microsoft Teams endpoints not being able to make or receive calls. Please contact support to troubleshoot the issue while we confirm the issue. We'll provide updates as they become available.
8x8 and its integration partner are currently working towards resolving the issue impacting the Microsoft Teams endpoints. We'll provide updates as they become available.
8x8 and its integration partner have confirmed that call flow has been restored and calls are completing as normal. We apologize for the inconvenience.
8x8 is currently investigating reports of some Microsoft Teams endpoints not being able to make or receive calls. Please contact support to troubleshoot the issue while we confirm the issue. We'll provide updates as they become available.
We have confirmed that the 8x8 systems are operating normally and that there are no issues on our side.
For the time being users can utilize 8x8 Work Windows and MacOS applications or use 8x8 Work Web as a work around to make and receive calls until MS will resolve the MS Teams issue. Further info can be found at https://downdetector.co.uk/status/teams/.
8x8 Work can be logged in at work.8x8.com
8x8 Work application can be downloaded here: https://support.8x8.com/business-phone/voice/work-desktop/download-8x8-work-for-desktop
8x8 and its integration partner have confirmed that call flow has been restored and calls are completing as normal. Please contact Microsoft support for root cause and to confirm current status.
8x8 is currently investigating reports of some Microsoft Teams endpoints not being able to make or receive calls. Please contact support to troubleshoot the issue while we confirm the issue. We'll provide updates as they become available.
8x8 continues to investigate the issue regarding Microsoft Teams endpoints. In the interim if available and enabled, users can utilize 8x8 Work Windows and MacOS applications or use 8x8 Work Web as a work around to make and receive calls. We are working with our integration partner and will provide updates as they become available.
8x8 Work can be logged in at work.8x8.com
8x8 Work application can be downloaded here: https://support.8x8.com/business-phone/voice/work-desktop/download-8x8-work-for-desktop
We have confirmed that the 8x8 systems are operating normally and that there are no issues on our side.
For the time being users can utilize 8x8 Work Windows and MacOS applications or use 8x8 Work Web as a work around to make and receive calls until MS will resolve the MS Teams issue. Further info can be found at https://downdetector.co.uk/.
8x8 Work can be logged in at work.8x8.com
8x8 Work application can be downloaded here: https://support.8x8.com/business-phone/voice/work-desktop/download-8x8-work-for-desktop
8x8 and its integration partner have confirmed that call flow has been restored and calls are completing as normal. We are investigating the root cause and we apologize for the inconvenience.
8x8 Is currently investigating an inbound issue on the 8x8 Work Desktop application when calls being offered from Contact Center calls. Please contact support to troubleshoot the issue while we confirm the issue. We'll provide updates as they become available.
8x8 continues to investigate this issue with customers contacting support. Please continue to contact 8x8 support to collect call samples and troubleshoot the issue.
8x8 is continuing to investigate this issue withere 8x8 Contact Center calls are unable to be presented to Contact Center agents utilizing 8x8 Work Desktop application. Please continue to contact 8x8 support and provide call samples of calls failing to present to contact center agents. Support teams will continue to troubleshoot the issue with our operations teams to identify the the issue.
8x8 is continuing to investigate the cause of the issues experienced with attempting to answer Contact Center calls over 8x8 Work Desktop endpoints. We have seen some restoration of symptoms by re-saving agent workplace numbers. This can be done by changing the workplace number to an alternate number and saving, and the changing back to its original number and saving a 2nd time. If this does not resolve the issue, please re-engage support with call failure transaction ID numbers to continue troubleshooting.
Below are instructions on how to complete this task.
https://support.8x8.com/contact-center/8x8-contact-center/agents/Agent_Workspace%3A_Change_Your_Workplace_Number
8x8 is continuing to investigate the cause of these call failures. Please continue to apply this troubleshooting step below and contact support if the symptoms remain.
Please ask agents to change the workplace number to an alternate number, save and then change it back to its original number and save a 2nd time. If this does not resolve the issue, please re-engage support with call failure transaction ID numbers to continue troubleshooting.
Below are instructions on how to complete this task.
8x8 has identified an issue with some backend configurations incorrectly set for agent workplace numbers. The fastest way to resolve at this time is by re-saving each agent workplace number for agents affected. Please continue to apply the troubleshooting steps below.
Please ask agents to change the workplace number to an alternate number, save and then change it back to its original number and save a 2nd time. If this does not resolve the issue, please re-engage support with call failure transaction ID numbers to continue troubleshooting.
Below are instructions on how to complete this task.
8x8 has Identified the issue causing agent workplace number configurations to not properly connect offered calls to their 8x8 Work Endpoints. Changing the workplace number or re-saving to its original workplace number resolves the issue for the affected users. Currently the fastest path to resolution is still by asking agents to re-save or by a contact center administrator who can re-save the agent workplace in the Contact Center Center Configuration manager users section.
1. Agent steps:
Please ask agents to change the workplace number to an alternate number, save and then change it back to its original number and save a 2nd time. If this does not resolve the issue, please re-engage support with call failure transaction ID numbers to continue troubleshooting.
Below are instructions on how to complete this task.
https://support.8x8.com/contact-center/8x8-contact-center/agents/Agent_Workspace%3A_Change_Your_Workplace_Number
2. Administrator steps:
Same as agent steps above, but by accessing via the 8x8 Contact Center Configuration Manager. Steps found in the link below.
We are continue to investigate the root cause and will provide further updates as they become available.
8x8 is continuing to monitor and explore alternate ways to resolve for those agents who have not yet re-saved their settings. Next update will be at 2:30 PM Pacific (9:30 PM GMT) while 8x8 monitors and investigates remaining reports of this issue. If you are still experiencing issues after applying the recommended workaround please contact 8x8 support to continue troubleshooting your issue.
8x8 operations team have begun a maintenance to preventively resolve the issue for agents affected by this issue. This will resolve the issue for any agent who has not been able to re-save his agent workplace number as communicated in the previous incident updates. We currently expect the maintenance to be completed by 5pm Pacific time (12 AM GMT). We'll provide an update at that time unless an update become available prior.
Below are once again the steps to re-save agent workplace numbers for those agents affected:
1. Agent steps:
Please ask agents to change the workplace number to an alternate number, save and then change it back to its original number and save a 2nd time. If this does not resolve the issue, please re-engage support with call failure transaction ID numbers to continue troubleshooting.
Below are instructions on how to complete this task.
https://support.8x8.com/contact-center/8x8-contact-center/agents/Agent_Workspace%3A_Change_Your_Workplace_Number
2. Administrator steps:
Same as agent steps above, but by accessing via the 8x8 Contact Center Configuration Manager. Steps found in the link below.
8x8 has completed the maintenance to resolve the symptoms for remaining agents affected as of 3:05 Pacific time (10:05 PM GMT). If you are still having issues with agents unable to accept offered transactions please collect call samples of the agents impacted and continue to contact 8x8 support to do further troubleshooting. 8x8 is doing a full root cause analysis on this incident and we apologize for the impact this has caused.
8x8 is currently investigating reports of some Microsoft Teams endpoints not being able to make or receive calls. Please contact support to troubleshoot the issue while we confirm the issue. We'll provide updates as they become available.
8x8 has confirmed an issue with 8x8 Microsoft Teams enabled endpoints. Inbound and outbound calls have been intermittently failing only though MS Teams enabled endpoints. In the interim if available and enabled, users can utilize 8x8 Work Windows and MacOS applications or use 8x8 Work Web as a work around to make and receive calls. We are working with our integration partner and will provide as they become available.
8x8 Work can be logged in at work.8x8.com
8x8 Work application can be downloaded here: https://support.8x8.com/business-phone/voice/work-desktop/download-8x8-work-for-desktop
8x8 has observed stability and will be closing out this incident as resolved. We are investigating the root cause and we apologize for the inconvenience.
8x8 continues to investigate the issue. If you are experiencing issues with poly endpoints. Please contact support to troubleshoot the issue while we continue to investigate.
8x8 continues to investigate the issue causing some Poly phones to not register properly. We'll continue to provide updates as they become available.
8x8 has identified and confirmed the impact to a small subset of endpoints with custom phone DNS configurations. 8x8 is working on solutions that would resolve this configuration issue. We'll continue to provide updates on the progress.
8x8 is working to confirm resolution after a recent configuration change for these affected endpoints was completed. 8x8 will provide an update at 1:00pm Pacific (4:00pm Eastern) unless an update becomes available prior.
8x8 has implemented changes to phone DNS configurations that will require a restart in order for the endpoint to fetch the new settings. Most customers can power cycle their endpoint to force the new configuration. This requires to remove power to the device and wait 5 seconds and then reconnect. In the event that the new configuration is not being received properly, a factory reset may be required.
To factory reset a device you will need it's unique device specific MAC password. This KB article instructs you on how to obtain the passwords for any devices on your account.
How to get the device admin password
Once the Device password is obtained follow these steps to factory reset. If the phone is not configured for auto-provisioning there are steps at the end of this article on how to manually provision the phone for 8x8 Service.
How to factory reset a Poly phone and manually configure
How to manually configure a Poly phone for 8x8 service
If you are still experiencing issues, or are having trouble with the factory reset process, please contact support.
While the majority of connectivity we see still connected, we do continue to see intermittent connectivity issues for some customers. We'll continue to monitor and provide updates on this issue.
8x8 is continuing to work to mitigate the intermittent issue impacting DNS records from being resolved. Some customers who have been unable to resolve our status page can follow at this temporary alternate status page link: https://status.8x8.com/incident/446346 . We'll continue to provide updates as we work to fully restore.
8x8 continues to work to restore impact to DNS connectivity causing login and endpoint registration issues. We've additionally seen symptoms expand to contact center logins and inbound telephony routing. 8x8 has all internal team members working on restoring service.
8x8 has restored service to Contact Center logins and inbound telephony impacting contact center services. We are still investigating and working to resolve issues impacting DNS connectivity affecting endpoints and 8x8 Work logins. We'll continue posting updates as we work to bring full resolution.
8x8 is monitoring traffic that is intermittently impacting logins to 8x8 web services and 8x8 endpoints registrations. 8x8 will provide hourly updates or earlier if a significant update becomes available. We apologize for the inconvenience while this incident continues to move towards resolution.
8x8 continues to monitor the impact to DNS connections. If you experience an error message while logging in to an 8x8 web service, please continue to re-attempt to login. Currently impact is intermittent and you should be able to login in between these periods of DNS connectivity loss. 8x8 operations continues to work on a resolution. 8x8 will provide hourly updates until further notice. We apologize for the inconvenience.
8x8 has corrected the issues with DNS and all services should be accessible. Please reach out to 8x8 support if you are still experiencing any issues. We apologize for any inconvenience caused.
Dear Customer,
We have received multiple reports from client stating that the 8x8 Work is not recognizing the audio source.
The engineering team is currently investigating.
If you are using VCC and the calls are dropping, as a workaround, you could use a different endpoint for completing the calls, like a landline or a mobile phone.
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.
Thank you for your patience.
Dear Customer,
We believe that the issue has been fixed, in order to reestablish the audio connection please logout and log back in the 8x8 Work application or the 8x8 Work Web for the audio source to be recognized.
If you are still encountering issues please reach out to your 8x8 support representative for assistance.
We apologize for the inconvenience and we will continue to monitor for full resolution.
Dear Customer,
The engineering team has fully resolved the issue, and support team confirmed it working from internal and external tests.
The issue was affecting both Work D app and Work Web, and customers are advised to log out and log back in in Work D app, if the issue is still present.
If you are still encountering issues please reach out to your 8x8 support representative for assistance.
Thank you for your understanding and please accept our apologies for any inconvenience this might have caused.
Dear Customer,
We have received reports of call completion issues for South Africa destination.
The operations team is currently investigating.
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.
Dear Customer,
A workaround has been put in place for outbound calls from South Africa allowing for call completion if using an international CLI
8x8 engineers continue to work towards resolution of the issue.
We will continue to provide updates as they become available and we appologize 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.
We will provide further update as they become available and we again apologize for the inconvenience.
Dear Customer,
Our engineers have resolved this issue and restored full service.
Inbound and outbound calls from and to South Africa are completing correctly.
We apologise for the inconvenience that this may have caused.
8x8 Is currently investigating a dialling issue for the South Africa region. We are working on resolving the issue and updates will be provided as they become available.
8x8 has resolved the dialling issue and confirmed that it is no longer present. 8x8 is monitoring and investigating the root cause and we apologize for the inconvenience.