NA30

Americas EMEA APAC Contact Center Contact Center Contact Center Contact Center US1 Contact Center UK2 Contact Center HK1 Contact Center US2 Contact Center UK3 Contact Center SY1 Contact Center ON1 Contact Center Login Authentication Services and Administration Portal Contact Center Login Authentication Services and Administration Portal Contact Center SK1 Contact Center Login Authentication Services and Administration Portal NA1 BC1 CA1 EU2 EU4 AU1 AP1 NA2 NA7 BC2 CA2 EU3 EU11 NA3 NA8 NA37 EU10 NA4 NA9 NA38 EU5 NA5 NA10 EU6 NA6 NA17 EU7 NA11 NA18 EU8 NA12 NA19 EU9 NA13 NA20 NA14 NA27 NA15 NA28 SB1 NA29 NA37 NA38 NA30 NA39
 
[closed]

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. 


 
Our engineers are currently working to resolve the issue as a matter of urgency. We will continue to provide updates as they become available. 
 
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.
 
The issue is now resolved where blank audio was being observed when accessing Contact Center Voicemail Queues through the Agent User Interface. We are investigating the root cause and we apologize for the inconvenience. 
Americas Contact Center Contact Center US2 NA7 NA8 NA9 NA10 NA17 NA18 NA19 NA20 NA27 NA28 NA29 NA37 NA38 NA30 NA39
 
[closed]

8x8 Is currently investigating an issue impacting US2 Contact Center customers ability to login to the agent interface.  We are working on resolving the issue and updates will be provided as they become available. 


 
8x8 operations have identified the symptoms impacting agents, re-login attempts, and other contact center performance issues.   We will continue to provide updates as they become available. 
 

8x8 has resolved the issue impacting the identified US2 Contact Center services. 8x8 is currently monitoring for stability and will post another follow up message to confirm full resolution. 

 

8x8 has observed the symptoms impacting US2 logins and other symptoms resurface. We are continuing to work to resolve and will continue to provide updates. 

 

8x8 is continuing to work to fully resolve the issue. We are still seeing intermittent impact to logins and delays. If your business allows you can explore 8x8 Contact Center channel re-routing. We've provided a simple link below as well as a more comprehensive guide as well to this feature.  We apologize for the delay while we work to resolve the issue. 

Channel re-routing simple instructions

Channel Re-routing comprehensive guide


 

We are doing our very best to get the incident resolved as a matter of priority and we thank you for your patience. At this time we expect logged in agents to be able to accept transactions as normal.  We are still working to resolve intermittent login issues for new logins and to fully restore service to normal performance. 

We apologize for the delay in resolving the issue.

 

8x8 has observed symptoms reduce to just delayed logins to the platform for the previous 30 minutes. As we continue to mitigate the symptoms, some agents may see a temporary reconnecting message in the UI when it's applied in each platform. At this time we expect normal behavior for logins and call flow. We will continue to monitor and provide final updates once we consider the issue fully resolved. 

 

8x8 has monitored and observed stability after implementing mitigation for the diagnosed issue. We are resolving this incident now and we are working on completing a full root cause analysis.  We apologize for the inconvenience this may have caused. 

Americas Contact Center Contact Center US2 NA7 NA8 NA9 NA10 NA17 NA18 NA19 NA20 NA27 NA28 NA29 NA37 NA38 NA30 NA39
 
[closed]

8x8 Is currently investigating an issue with some US2 contact center customer reporting that agents are unable to accepted offered transactions.  If you are experiencing the issue please contact support to provide detailed transaction ID's to troubleshoot further. 


 

8x8 has mitigated the issue causing intermittent agent delivery issues. 8x8 NOC and operations teams are monitoring the issue and a full root cause investigation is being completed. If you are still experiencing issues as of 1:30 PM Eastern time zone (10:30 AM Pacific), please contact support to continue troubleshooting. 

Americas EMEA APAC Contact Center Contact Center Contact Center Contact Center US1 Contact Center UK2 Contact Center HK1 Contact Center US2 Contact Center UK3 Contact Center SY1 Contact Center ON1 Contact Center Login Authentication Services and Administration Portal Contact Center Login Authentication Services and Administration Portal Contact Center SK1 Contact Center Login Authentication Services and Administration Portal NA1 BC1 CA1 EU2 EU4 AU1 AP1 NA2 NA7 BC2 CA2 EU3 EU11 NA3 NA8 NA37 EU10 NA4 NA9 NA38 EU5 NA5 NA10 EU6 NA6 NA17 EU7 NA11 NA18 EU8 NA12 NA19 EU9 NA13 NA20 NA14 NA27 NA15 NA28 SB1 NA29 NA37 NA38 NA30 NA39
 
[closed]

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

Americas EMEA Contact Center Contact Center Contact Center US1 Contact Center UK2 Contact Center US2 Contact Center UK3 Contact Center ON1 Contact Center Login Authentication Services and Administration Portal Contact Center SK1 Contact Center Login Authentication Services and Administration Portal NA1 BC1 CA1 EU2 EU4 NA2 NA7 BC2 CA2 EU3 EU11 NA3 NA8 NA37 EU10 NA4 NA9 NA38 EU5 NA5 NA10 EU6 NA6 NA17 EU7 NA11 NA18 EU8 NA12 NA19 EU9 NA13 NA20 NA14 NA27 NA15 NA28 SB1 NA29 NA37 NA38 NA30 NA39
 
[closed] 8x8 Is currently investigating a performance issue with setting up persistent connections for contact center agents. We are working on resolving the issue and updates will be provided as they become available.
 
8x8 has resolved the issue with VCC being unable to set up persistent connections. Please test to ensure functionality has now been restored, if you continue to experience issues then please reach out to our support team. We apologize for the inconvenience caused and thank you for your patience and understanding.
Americas EMEA Contact Center Contact Center Contact Center US1 Contact Center UK2 Contact Center US2 Contact Center UK3 NA1 EU2 EU4 NA2 NA7 EU3 EU11 NA3 NA8 EU10 NA4 NA9 EU5 NA5 NA10 EU6 NA6 NA17 EU7 NA11 NA18 EU8 NA12 NA19 EU9 NA13 NA20 NA14 NA27 NA15 NA28 SB1 NA29 NA37 NA38 NA30 NA39
 
[closed]

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.

Americas Contact Center Contact Center US2 NA7 NA8 NA9 NA10 NA17 NA18 NA19 NA20 NA27 NA28 NA29 NA37 NA38 NA30 NA39
 
[closed]

8x8 is investigating reports of the 8x8 contact center agent interface intermittently becoming unresponsive. Some agents may describe the issue as the agent interface freezing. If you are experiencing this issue please contact support to engage in troubleshooting the issue. Currently we are observing this only to customers connecting to our US2 Contact Center data center. 

 

8x8 has preemptively restarted some contact center components at 1:30 Pacific (4:30 PM ET). If you are still experiencing an issue after this time please contact 8x8 support to provide the details of new instances of the issue.

 

8x8 has received no new reports of agents interface freezing or becoming unresponsive as of 1:30 PM Pacific (4:30pm ET) when the preemptive mitigation was performed. We will continue to monitor for new reports while 8x8 investigates root cause. If you encounter any new instances of unresponsiveness please contact 8x8 support to re-initiate troubleshooting. We apologize for the inconvenience. 

Americas Contact Center Contact Center US2 NA7 NA8 NA9 NA10 NA17 NA18 NA19 NA20 NA27 NA28 NA29 NA37 NA38 NA30 NA39
 
[closed]

8x8 is investigating reports of contact center agents unable to accept inbound transactions on our US2 platform. We are currently investigating and will provide updates as they become available. 

 

8x8 NOC and operations team are continuing the investigation into the root cause of the symptoms. We are continuing to work to restore normal performance and we apologize for the inconvenience. 

 

8x8 has isolated the root cause to a networking issue that has since been resolved. However there is a backlog of processed activities taking longer than expected to fully sync. While most customers have since seen performance back to normal, some customers may still see intermittent impact for the next 20 minutes. If for any reason you are still experiencing issues past 7PM Eastern ( 4 PM Pacific), please contact support to continue troubleshooting.  We apologize for the inconvenience this has caused. 

Americas Contact Center Contact Center US2 NA7 NA8 NA9 NA10 NA17 NA18 NA19 NA20 NA27 NA28 NA29 NA37 NA38 NA30 NA39
 
[closed]

8x8 experienced a brief connectivity issue impacting  US2 Contact Center customers. The issue is now resolved and a refresh of the browser or a re-login will restore connectivity. We are investigating root cause and we apologize for the inconvenience. 

 

The issue is now resolved and a refresh of the browser or a re-login will restore connectivity. We are investigating root cause and we apologize for the inconvenience. 

Americas Contact Center Contact Center US1 Contact Center US2 NA1 NA2 NA7 NA3 NA8 NA4 NA9 NA5 NA10 NA6 NA17 NA11 NA18 NA12 NA19 NA13 NA20 NA14 NA27 NA15 NA28 SB1 NA29 NA37 NA38 NA30 NA39
 
[closed]

Dear Customer,

Between 2022/02/16 05:29 UTC (2022/02/15 21:29 Pacific) and 2022/02/16 06:50 UTC (2022/02/15 22:50 Pacific) 8x8 experienced intermittent inbound call issues to a subset of customers receiving the message "no route available "

Operations team identified the issue and performed the necessary changed for mitigating it and restored full service.

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

We apologise for the inconvenience that this may have caused.

 



 

 

Dear Customer,
Following internal investigation and additional sanity checked performed by the Operations team we have found out that a number of additional customers have been affected.
Therefore we have extended the official resolution time to 2022/02/16 07:36 UTC (2022/02/15 23:36 Pacific).
If you think any additional problems encountered might be related to this incident, please raise a case with your 8x8 Support representative to follow normal troubleshooting process.
Thank you for your understanding and please accept our apologies for the inconvenience that this may have caused.