8x8 Is currently investigating an issue with the 8x8 Contact Center Email Channel. We are working on resolving the issue and updates will be provided as they become available. 

We continue to work on resolving the issue as a matter of urgency. We will provide updates as they become available.

For the customers impacted by VCC email channel failing authentication on Microsoft Office365 email accounts the following solution is being provided: link. 

Using the method provided in the link above, the impacted customers can create and use specific passwords outside of 2FA for authenticating the MS Outlook email channels being polled by CC EPS. This solution has been tested and verified.

Should you encounter any further issues or difficulties do not hesitate to reach out to the support teams.

8x8 will continue to review this issue for root cause and we apologize for the interruption.

Dear Customer,

8x8 Support has received reports of Contact Center users in the UK3 region being unable to answer incoming calls, or that the calls are silent and/or are being dropped.

This is currently being investigated with our Operations and Engineering teams and additional updates will be provided as they become available.

We apologize for the disruption and we would like to assure you we are doing everything we can to restore your service in the shortest time possible.

At the moment our Engineering and Operations team believe that only customers with MS Teams as endpoints are being affected by the aforementioned symptoms.

As an alternative mode of being able to service customers, if your 8x8 Contact Center users are able to use 8x8 Work Desktop or any other non-MS Teams device, they should be able to successfully receive the incoming calls without any issues.

We are continuing to work internally and with our service partners to ensure service stability is returned as soon as possible.

8x8 has verified with impacted customers that they are no longer seeing issues with calls related to their MS Teams endpoints availability to service calls.

Our Engineering and Operations teams have verified that there were no issues with the 8x8 infrastructure during this time, however has noticed at https://downdetector.co.uk/status/teams/ there were multiple reports with MS Teams endpoints experiencing issues during this time. 8x8 is continuing to monitor and working closely with our service partners to ensure stability of the service to all of our customers.

We would like to thank you for your cooperation and to apologize for the inability to receive calls during the time of this incident.

Dear Customer,

We have received reports of VCC agents showing incorrect status/not updating however they are able to receive calls.

The engineering team is working with high priority on this.

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. 

We apologize for the the inconvenience this might create.

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 at 10:40 BST time.

Thank you for your understanding.

8x8 engineering continues to work on an active investigation bridge along with all relevant teams for providing a resolution.

We will continue to provide updates at 10:55 BST time, or as they become available.

We apologize for the inconvenience. 

8x8 engineers continue to work towards resolution of the issue and all needed resources are actively engaged.

We will continue to provide updates at 11:15 BST time or as they become available.

Thank you for your understanding.

We are doing our very best to get the incident resolved as a matter of priority and we thank you for your patience.

To ensure you are fully informed of the progress being made, we will provide you with regular updates,  next update will be at 11:30 BST time or as they become available.

We apologize for the delay in resolving the issue.

8x8 operations teams are still working to restore functionality.

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

The next update will be at 11:45 BST time or as they become available.

Dear Customer,

We sincerely apologize for the ongoing technical issue and understand the problems this is causing you.
At 8x8 we understand the importance of our services to your daily operations, and we deeply regret any disruptions you are be experiencing.
Our dedicated team of technical experts has been working round the clock to identify the root cause of the incident and implement the necessary measures to restore normal functionality.
Please be assured that every possible resource is being deployed to expedite the resolution process.

The next update will be at 12:00 BST time or as they become available.

Dear Customer,

The engineering team has made progress and we are currently believing that we are getting closer to a resolution.

 Once again, please accept our sincerest apologies, and we thank you for your continued trust and support.

The next update will be at 12:15 BST time or as they become available.

Dear Customer,

Our dedicated team of technical experts has resolved the issue.

Ensuring your success is our top priority at 8x8 and we’re focused on learning from this issue and preventing any recurrences.

We have started on the root cause analysis and it will be sent out once completed.

Thank you for your understanding and please accept our sincere apologies.

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 has performed maintenance to restore normal recording availability performance. We are investigating root cause and we apologize for the inconvenience. 

8x8 Is currently investigating a issue with the VCC calls not being offered to agents and calls not connecting to VCC.

Engineering team is currently investigating.

Thank you for your understanding.

Our engineering and operations team are currently actively working on a bridge to restore services as soon as possible.

We will provide updates as soon as they will become available.

We apologise for any inconvenience that this may be causing

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.

8x8 Operation team are working for mitigating the issue with the highest priority.

We can confirm we have all the relevant teams working on this matter and are continuing to make progress as we speak

In the mean time, as an alternative the VCC channel numbers can be redirected from Admin Console to 8x8 Auto Attendants or Ring Groups

Next update will be sent at 09:45 BST time

Thank you for your understanding and patience.

Our 8x8 Operations and Engineering teams have confirmed restoration of services.

All inbound and outbound VCC calls should be completing successfully as of 08:42 UTC (01:42 Pacific)

The Support teams have conducted thorough testing and we have confirmed functionality is restored.

If you are still encountering any VCC call issues or any product functionality doesn't behave as expected, please reach out to your 8x8 support representative.

We apologize for any inconvenience this might have caused and please allow us to confirm that your success is our top priority and we’re focused on learning from this issue to prevent future recurrences.

8x8 Is currently investigating a login issue with the VCC agent workspace. We are working on resolving the issue and updates will be provided as they become available. 

8x8 has resolved the issue impacting the Agent Workspace login and confirmed full service restoration. All systems are now operating normal and we are investigating the root cause. We apologize for the inconvenience.

8x8 Is currently investigating an issue with the Contact Center Wallboards not updating the data correctly. We are working on resolving the issue and updates will be provided as they become available. 

8x8 has resolved the issue impacting the Contact Center Wallboards. 8x8 is monitoring and investigating the root cause and we apologize for the inconvenience. 

8x8 Is currently investigating an issue the inbound and outbound calls VCC. We are working on resolving the issue and updates will be provided as they become available. 

8x8 has resolved the issue with inbound/outbound calls on VCC. 8x8 is monitoring and investigating the root cause. We apologize for the inconvenience. 

8x8 has received reports from customers of users being kicked out from the VCC AGUI and unable to re-login.

Our operations team is aware and currently working on this issue. Thank you for your understanding.

The operations team is working on the contact center issue with the highest priority. We will be getting back with updates on this matter.

We apologize for the inconvenience this might be causing.

The operations team are working on this issue and we have the right resources actively engaged on an internal bridge actively working towards resolution as fast as possible.

Thank you for your patience and understanding.

The operations team are continuing to troubleshoot the issue with the highest priority, we will be getting back with updates.

We apologize for the inconvenience this might be causing.

Our Engineering and Operations teams are active on the bridge working to identify the underlying cause of the VCC users being kicked off and unable to log back in.

The next update to be provided by 11:00 GMT. We apologize for any inconvenience this might be causing.

The internal teams are continuing their live investigation over the technical bridge in their efforts to provide the quickest remediation possible.

We are deeply sorry for the inconvenience caused and thank you for your patience and understanding. The next update to be provided by 11:15 GMT.

Our Engineering and Operations team is actively working on the bridge and have been able to take some remedial actions. Some of our customers are able to intermittently log in, however full stability is not guaranteed at this stage.

We are continuing to work until service is full restored. The next update to be provided by 11:30 GMT

We have continued receiving updates from customers regarding service being restored. The engineering team is continuing to monitor for full restoration and any performance issues.

Thank you for your understanding and please allow us to confirm fully resolving this issues is our top priority

All key engineering and operations personnel have been working to remedy the issue on a live bridge and at present the login is being confirmed fixed by the customers Engineering team is currently focusing on any performance issue that might be affecting the VCC instances.

We will be keeping you updated, thank you for your understanding.

Engineering and Operations teams have confirmed resolution for the VCC login problems. Most of our customers are able to log back in fine, and there are a small numbers of customers reporting small latency. Our 8x8 teams are continuing to monitor system performance and address any reports of platform performance.

The next update by 13:15 unless, or if there are any meaningful updates. Thank you again for your patience and understanding on this.

The issue has been fully resolved by the 8x8 engineering and operations teams.

Although the issue has been resolved by 2023/03/01 11:49 UTC (2023/03/01 03:49 Pacific) we have kept this alert open for monitoring purposes.

We are going to close the alert now as resolved, if you are still experiencing issues please reach out to 8x8 support. Please accept our apologies for any inconvenience this has caused.

After 24 hours of monitoring the issue has remained resolved. The issue is now closed and full root cause analysis is underway.