8x8 Is currently investigating a no audio issue with the voicemail playback on VCC queues. Initial checks show that the voicemails are playable when receiving the notification via email, as an attachment. We are working on resolving the issue and updates will be provided as they become available. 

8x8 is investigating reports of some customers reporting intermittent call failures when agents attempted to accept an incoming call. This is currently only being reported and investigated with US1 Contact Center customers.  We will provide updates as they become available. 

8x8 operations teams have investigated the issue and we believe the issue is resolved as of this posting at 9:50 AM pacific (12:50 PM Eastern). If you have still experienced failed calls after this time, please contact support to continue troubleshooting. 

The mitigation implemented has resolved the issue impacting the agents ability to accept transactions. 8x8 will continue monitoring while complete a full root cause investigation. We apologize for the inconvenience this has caused. 

8x8 is investigating reports of some customers experiencing symptoms with agents receiving calls. This may be described as long delays in call setup, being forced into working offline or freezing. We are currently investigating and will provide updates as they become available. 

We are observing longer than usual connect times when calls are connecting to agents from the contact center. While we continue to investigate, you can increase the interaction timeout for an agent to 45 seconds as a potential and temporary workaround. A link to these instructions is Here: How to change interaction timeout URL

Dear Customer,
We are aware that some of our customers might have experienced issues loading VCC Agentworkspace correctly. The issue was acknowledged and already resolved by our operations team.
If you are still experiencing issues please contact 8x8 Support team for further troubleshooting.
We apologize for the inconvenience that this may have caused.
8x8 Support Team

Dear Customer,

We are investigating reports from a subset of customers not being able to login into VCC Agent Console through Salesforce Integration. As a workaround, please ask the agents to bypass the integration and log in directly from VCC Agent Workspace / VCC AGUI.

Please be assured that we are investigating this as a matter of urgency, and apologize for any inconvenience caused.

8x8 Support

8x8 is investigating issues with some agents being logged out of the 8x8 contact center with the inability to reload the page or log back in. If you are experiencing these symptoms please contact support to provide details and troubleshoot the issue. We'll provide updates as they become available.

8x8 is investigating the issue of being unable to view agents or call queues. 

We wil provide updates as they come available.

8x8 Operations has resolved the issue.

We are investigating the root cause and we apologize for the inconvenience.

Dear Customer,

Between 2022/03/30 07:42 UTC (2022/03/30 00:42 Pacific)and 2022/03/30 08:01 UTC (2022/03/30 01:01 Pacific) 8x8 experienced an issue placing and receiving calls via the VCC Platform.

The operations team identified the issue, performed the necessary changes to mitigate it, and restored full service.

If you are still encountering problems please raise a case with 8x8 support.

We apologize for the inconvenience that this may have caused.

8x8 will be performing an emergency maintenance to networking equipment within 8x8’s West Coast data center between the hours of 9pm-10pm PT on Saturday March 5th.

The maintenance will involve doing a rolling restart of both the primary and backup routers within the data center site to proactively address some observed warning messages before they would become customer impacting.

There is no interruption of service expected during this maintenance. However depending on how individual customers connect to the 8x8 service, some customers may observe their internet traffic taking an alternate route to reach the 8x8 service and in some limited cases could see a 1 to 5 minute service disruption while connection routes migrate to alternate internet paths.

Please contact 8x8 support at support.8x8.com to report any issues during this time.