WorkD (VOD)
8x8 has identified an issue that is intermittently impacting 8x8 Work mobile applications ability to be presented calls and other messages via push notifications to the application. Inbound calls are still able to be received on hard phones and the 8x8 Work Desktop application. Outbound calls are not affected. We will provide updates as they become available.
8x8 is continuing to investigate the issue with calls not being presented in the 8x8 Mobile app. In addition to this symptom, we are also observing this impacting the ability to change your status in the 8x8 Mobile and Desktop applications intermittently. We'll continue to provide updates as we work to resolve this issue.
8x8 has observed the services responsible for mobile notifications and status changes stabilize. At this time it is operating normally and we are currently monitoring. We'll provide a final update to close the incident once we confirm the issue is fully resolved.
8x8 has observed stability and we are now closing this incident as resolved. We are investigating root cause and we apologize for the inconvenience.
8x8 is investigating reports of some contact center customers having calls in queues not being offered to available agents. This also include outbound contact center calls where the transaction is not being offered to Agent Workspace. We are currently working on this issue. A verified solution is to re-save the agent workplace number. This solution can be implemented for affected agents while we investigate the issue.
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.
Our engineers are currently working to resolve the issue as a matter of urgency. We will continue to provide updates as they become available. While we work to resolve this please apply the following solution.
A verified solution is to re-save the agent workplace number. This solution can be implemented for affected agents while we investigate the issue.
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.
We are doing our very best to get the incident resolved as a matter of priority and we thank you for your patience.
A verified solution is to re-save the agent workplace number. This solution can be implemented for affected agents while we investigate the issue.
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.
We apologize for the delay in resolving the issue.
8x8 engineers continue to work towards resolution of the issue. We will continue to provide updates as they become available and we apologize for the inconvenience.
A verified solution is to re-save the agent workplace number. This solution can be implemented for affected agents while we investigate the issue.
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.
We apologize for the delay in resolving the issue.
8x8 has rolled out mitigation that has confirmed resolution for AU region contact center tenants. 8x8 is working on applying this mitigation to remaining contact center regions including the US.
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 has finished implementing mitigation in all contact center regions. We expect all users to be offered transactions as normal as of 7:15 PM pacific (12:15 PM AEST). We are currently monitoring and verifying confirmation at this time. If you are still experiencing issues with transactions not being offered to contact center agents please contact support to continue troubleshooting. We'll provide a final update once we confirm the mitigation is verified.
8x8 has observed and confirmed resolution for the remaining customers. We are now closing out this incident as resolved and are performing a full root cause analysis on this event. We apologize for the impact this has caused.
8x8 has investigated reports by customers and has not found an 8x8 related cause of the call quality reports. 8x8 systems were observed to be operating normally between 7am-8am Pacific (10am-11am Eastern) when this was being reported to 8x8. Please continue to work with 8x8 Support to troubleshoot if your are still experiencing issues.
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.
8x8 Is currently investigating an issue where voicemails cannot be listened to in Work Desktop and Work Mobile applications. There is an alternative to listen to voicemails via a desk phone detailed in this guide. We are working on resolving the issue and updates will be provided as they become available.
8x8 has resolved the issue impacting the voicemail services and now voicemails can be listened to in Work Desktop and Work Mobile. We apologize for the inconvenience.
8x8 has successfully recovered service for these impacted customers and all calls should now be processing as normal. We are monitoring for successful resolution and will post an update once resolution is confirmed.
8x8 has confirmed resolution was established shortly after impact was observed at approximately 12:13 PM Pacific time (15:13 PM Eastern). All services are currently restored. We are monitoring and performing a root cause analysis and we apologize for the inconvenience.
8x8 has observed a network event causing connectivity issues with 8x8 customers attempting to contact 8x8 services. We are working to investigate the root cause and will continue to provide updates as they become available.
8x8 is continuing to investigate connectivity issues with some customers who have not yet been able to connect to 8x8 services after the brief network connectivity issue. We'll continue to investigate and report on the progress of the investigation. We apologize for the issue.
8x8 has seen recovery for most customers. We are continuing to monitor recovery of customers re-establishing connectivity. If you are still experiencing issues connecting please contact 8x8 via your support tickets to continue troubleshooting. We will continue to post updates as we confirm with customers.
8x8 has seen restoration of customers reporting connectivity issues. If you are still experiencing connectivity issues please contact 8x8 support to continue troubleshooting. We'll post a final update to close this incident shortly.
After continued monitoring we have seen all customers connectivity restored. We are now closing this incident and performing a full root cause investigation. We apologize for the inconvenience.
8x8 is still investigating the issue with the few customers who are reporting the calling issues. If you are experiencing issues with making inbound or outbound calls from 8x8 Work Endpoints please contact support to troubleshoot.
8x8 discovered an issue with a Session Border Controller (SBC) that Impacted a subset of endpoints in the US region with 8x8 Work Desktop and plastic phones such as Poly. This would of impacted the ability to make and receive calls. 8x8 has mitigated the issue as of approximately 2:30 PM Pacific Time (5:30PM ET) and any endpoint since then should of now re-registered to a healthy SBC and resolved the issue. If you are still experiencing issues please contact 8x8 support to continue troubleshooting. We apologize for the inconvenience this has caused.
8x8 is currently investigating reports of a limited number of customers pbx's being unable to service end-users. Our Operations and Support teams are actively working to restore service.
Further updates will be provided as soon as they become available from our internal teams.
8x8 operations teams have restored services for the affected customers. 8x8 is monitoring and will be investigating root cause. We apologize for the inconvenience.