WorkD (VOD)
8x8 Is currently investigating an issue with the inbound and outbound calls on the 8x8 Work app. We are working on resolving the issue and updates will be provided as they become available.
8x8 has isolated the issues down to specific PSTN carrier route and have made some changes to mitigate the issue. If you are still experiencing issues please contact support so we can investigate call examples further while we continue to validate the root cause.
8x8 has seen call failure rates improve to normal levels after mitigating routes around the carrier identified. We are currently monitoring and will provide a final update to close out this incident.
8x8 has confirmed resolution and we are performing a full root cause with our carrier. We apologize for the interruption.
8x8 Is currently investigating an issue where the 8x8 Meetings present symptoms such as connections dropping and audio interruptions . We are working on resolving the issue and updates will be provided as they become available.
8x8 has resolved the issue impacting the 8x8 Meetings. If an already existing meeting is in progress and you still happen to encounter difficulties, please set up a new meeting under a new name. 8x8 is monitoring and investigating the root cause and we apologize for the inconvenience.
8x8 Is currently investigating an issue where the Meetings tab in 8x8 Work is not listing future meetings. We are working on resolving the issue and updates will be provided as they become available.
8x8 has resolved the issue impacting the meetings visibility on the 8x8 Work app. 8x8 is monitoring and investigating the root cause and we apologize for the inconvenience.
8x8 and its integration partner are currently investigating an issue with the calls where the ring can still be heard after answering in a ring group. The initial call to the ring group is answered successfully however secondary callers extensions continue to ring although the call is already answered as normal. We are working on resolving the issue and updates will be provided as they become available.
8x8 continue to work with it's integration partner on this issue. We'll continue to provide updates as they become available.
8x8 believes that the issue is now resolved and calls should now complete as normal. We will provide a final update as we monitor for stability.
8x8 has confirmed resolution of the MS teams issue with Ring Groups. We are performing a root cause and we apologize for the inconvenience.
8x8 has received reports and is currently investigating an issue where DND is not behaving as it should. Some users are reporting that they are receiving calls when on DND and others are reporting being placed into DND. We will provide updates as they become available.
8x8 has confirmed the DND issue being present and is now continuing to investigate. Further updates will be provided as they will become available.
8x8 is now seeing restoration of the service. We continue to work towards full resolution of the issue. Further updates will be provided as they will become available.
We continue the investigation to ensure full resolution of the issue. We will provide further updates as soon as they are available.
8x8 engineers continue to work towards resolution of the issue. We will provide further updates as soon as they are available.
8x8 has removed the fault and observed the service ever since. The issue has not been reproduced anymore. We will continue to monitor and will provide further updates as they become available.
8x8 has resolved the issue impacting the DND status behaviour. 8x8 will continue to monitor and investigate the root cause. We apologize for the inconvenience.
8x8 is currently investigating an issue where DND is not behaving as it should. Some users are reporting that they are receiving calls when on DND and others are reporting being placed into DND. We will provide updates as they become available
8x8 have confirmed an issue with toggling DND status. We are continuing to investigate and will provide updates as soon as they are available.
8x8 internal teams are currently on an investigation bridge and have performed some mitigation steps and are seeing restoration in functionality. We are still actively investigating to ensure that the issue is fully resolved. We apologise for any inconvenience caused and will provide updates as soon as they become available.
8x8 internal teams continue to investigate the issue to ensure it is fully resolved. We will provide further updates as soon as they are available.
8x8 has resolved the issue impacting the DND status behaviour. 8x8 is monitoring and investigating the root cause. We apologize for the inconvenience.
8x8 is investigating reports from a few of our customers where both the Work Desktop and well as Work Web users are having unexpected changes in their availability status. This is being actively investigated and we will provide updates as they become available.
We would like to apologize for the inconvenience this might be causing!
8x8 internal teams are currently engaged on an investigation bridge and are actively working to restore correct functionality of the availability statuses.
Please accept our apologies for the inconvenience and continue monitoring the status of your application. Manually changing the status back to available should allow a few minutes of connectivity before a status change to DND is triggered once again.
8x8 teams are continuing the remedial actions to ensure availability status is fixed. We can confirm at this point that not all of the users on the same PBX experience the symptoms - a very small number of users are actively affected and are switched back to DND around every 5 minute mark.
As a workaround, change the status back to Available; this guarantees being able to service calls while on "non-DND" status.
We do apologize for the extra manual steps required to keep the presence up to date and we would like to reassure everyone that we have all of the relevant teams working to find a solution!
8x8 Operations team have managed to stabilize the status availability service around 05:20am PST.
If any of your users are still being put on DND on an automated basis past 05:20 PST, please reach out to your Support representative for assistance.
We would like to thank you again for your patience and understanding while our teams have worked on remedial actions!
8x8 Is currently investigating an issue with the voicemails and call recordings being unavailable in the 8x8 mobile and desktop applications. The media is properly recorded and stored however they cannot be viewed and accessed in the applications. As a workaround voicemails can still be accessed by dialling 555 from your 8x8 work extension. Instructions on accessing your voicemail via your phone are at this link here. We are working on resolving the issue and updates will be provided as they become available.
8x8 has identified an issue with voicemails and call recordings displaying in the 8x8 mobile and desktop applications. The media is properly recorded and stored however they cannot be viewed and accessed in the applications. As a workaround voicemails can still be accessed by dialing 555 from your 8x8 work extension. Instructions on accessing your voicemail via your phone are at this link here. Updates on resolution will be provided as they become available.
8x8 is continuing to work on restoring call recording and voicemail playback of media files. Updates will continue as they become available.
8x8 has resolved the issue causing media files such as recordings and voicemails. New recordings and voicemails will be available in near real-time under normal performance metrics. Older recordings and voicemails left during the impact window are processing and be made available in the next few hours. We'll provide a final update once all previously recorded media becomes available.
8x8 has resolved the issue and the voicemails are visible and processed live, with no delay. We are monitoring and investigating the root cause. If you feel that there are still missing voicemails, they can be accessed by dialling 555 from your 8x8 work extension. Instructions on accessing your voicemail via your phone are at this link here. Alternatively, you can reach out to 8x8 Support for further assistance. 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.
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.