8x8 Is currently investigating a performance issue with contact center customers in the US region. The common symptom is not being able to answer offered phone transactions. We are working on identifying the cause and will post any updates as the become available.  While 8x8 is continuing to investigate, please open a support ticket with 8x8 support so we can troubleshoot the issue.

Contacting 8x8 Support 

8x8 has isolated symptoms to US based users utilizing the 8x8 Agent Workspace web interface to answer calls. We are currently still investigating the symptoms and will continue to provide updates as they become available. 

While 8x8 is working to resolve the 8x8 agent workspace web phone issues,  users impacted can attempt to use an alternate endpoint such as utilizing the 8x8 Work Desktop app, physical endpoint such as a Poly phone, or an off net PSTN number as their agent workplace number. 

Set up workplace phone

Download 8x8 Work for Desktop

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 via this platform every 30 minutes or until a significant update becomes available. We apologize for the delay in resolving the issue.

As a reminder users impacted can attempt to use an alternate endpoint, such as utilizing the 8x8 Work Desktop app, physical endpoint such as a Poly phone, or an off net PSTN number as their agent workplace number. 

Set up workplace phone

Download 8x8 Work for Desktop

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. 

As a reminder users impacted can attempt to use an alternate endpoint, such as utilizing the 8x8 Work Desktop app, physical endpoint such as a Poly phone, or an off net PSTN number as their agent workplace number. 

Set up workplace phone

Download 8x8 Work for Desktop

8x8 has completed mitigation to resolve the issues affecting Agent Workspace calls being offered to Contact Center agents. This mitigation was completed at 4:00 PM Pacific (7:00 PM Eastern). If you have agents who were temporarily moved off the Agent Workspace web phone, you may now return them to their normal call-handling setup. Should you continue to experience issues, please contact 8x8 Support for further troubleshooting. 8x8 will monitor the situation and provide a final update at 7:00 PM Pacific (10:00 PM Eastern).