Contact Center call quality issues

Incident

Contact Center call quality issues

Status: closed
Start:
End:
Duration: 6 hours 15 minutes
Affected Components:
EMEA Contact Center Contact Center UK3 EU4 EU11 EU10 EU5 EU6 EU7 EU8 EU9
Investigating

8x8 Is currently investigating reports of VCC call quality issues, symptoms describing crackling, missing words and general low clarity. We are working on resolving the issue and updates will be provided as they become available. 

Investigating

8x8 continues to investigate the issue impacting VCC call quality. If you are experiencing this issue please contact support to troubleshoot further. We apologize for the delay and we will continue to work to resolve.

Investigating

8x8 engineers continue to investigate the issue impacting VCC call quality. We will continue to provide updates as they become available and we apologize for the inconvenience. 

Identified

Our engineers have identified and are currently working to resolve the issue. We will continue to provide updates as they become available. 

Identified

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. 

Identified

8x8 engineers continue their efforts towards resolving the issue. We apologize for the inconvenience and updates will be provided as they become available.

Identified

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. 

Identified

Our engineers continue working to resolve the issue as a matter of urgency. We will continue to provide updates as they become available. 

Update

8x8 is continuing to work to restore normal performance to call quality on this affected platform. We'll continue to provide updates as they become available.

Monitoring

8x8 has made progress on this issue and we expect call quality to be back to normal. We'll continue to monitor for stability and will provide further updates on the resolution. We apologize for the disruption. 

Investigating

8x8 is continuing to investigate intermittent issues with the same symptoms. We are still monitoring. If an end user is experiencing issues, a refresh of the page may load the page successfully. We'll continue to provide updates as they become available. 

Monitoring

8x8 has performed additional mitigation and continues working towards full restoration. Further updates will be announced as we confirm every mitigation step and we work towards full resolution. 

Monitoring

8x8 has seen full resolution for the last 30 minutes. We expect customers to have no further symptoms at this time. We'll continue to monitor and will provide a final update to fully resolve this incident. 

Resolved

8x8 has confirmed all systems are normal and that our mitigation has resolved the issue. We are performing a full root cause analysis on this event to prevent further occurrences of this type in the future. We apologize for the disruption.

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