VCC Agent Console login issue through Salesforce Integration

Incident

VCC Agent Console login issue through Salesforce Integration

Status: closed

Start:

End:

Duration: 6 hours 54 minutes

Affected Components:

Americas Contact Center Contact Center US1 NA1 NA2 NA3 NA4 NA5 NA6 NA11 NA12 NA13 NA14 NA15 SB1

Update

2022-09-14T13:57:39.9430000Z

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

Update

2022-09-14T16:06:00.0000000Z

8x8 is still investigating the issue. At this time we recommend that customers still experiencing the issue open a support ticket with Salesforce.com to also investigate the issue. We'll continue to provide details as they become available.

Update

2022-09-14T17:27:00.0000000Z

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.

Update

2022-09-14T18:17:00.0000000Z

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 as they become available and we again apologize for the inconvenience.

Update

2022-09-14T19:38:00.0000000Z

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 a further updates as they become available and we again apologize for the inconvenience.

Resolved

2022-09-14T20:52:00.0000000Z

8x8 has isolated the symptoms to a very specific subset of Customers who are using CRM integrations. For these Customers, this is impacting a subset of their users. 8x8 has engaged these Customers directly to continue troubleshooting and will update them via their support cases. If you are experiencing a login issue via a CRM integration (such as Salesforce) please contact support to continue troubleshooting and to receive updates. We will close this posting and update these customers directly. We apologize for the inconvenience.