Performance Issue being Investigated with Contact Center Transactions

Incident

Performance Issue being Investigated with Contact Center Transactions

Status: closed
Start:
End:
Duration: 5 hours 27 minutes
Affected Components:
Americas Contact Center Contact Center US1 Contact Center US2 NA1 NA2 NA7 NA3 NA8 NA4 NA9 NA5 NA10 NA6 NA17 NA11 NA18 NA12 NA19 NA13 NA20 NA14 NA27 NA15 NA28 SB1 NA29 NA37 NA38 NA30 NA39
Investigating

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 


Investigating

Our engineers are currently investigating the symptoms being reported as a matter of urgency. We will continue to provide updates as they become available. 

Update

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. 

Update

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 interruption. 

Update

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

Update

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

Update

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

Update

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

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.

Monitoring

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).

Resolved

8x8 has monitored the issue, and we believe it is resolved. Please contact 8x8 Support if you are experiencing issues. We apologize for any inconvenience caused.

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