8x8 Outbound call issues

Incident

8x8 Outbound call issues

Status: closed
Start:
End:
Duration: 2 days 20 hours 40 minutes
Affected Components:
EMEA Work Calling Outbound
Investigating

8x8 Is currently investigating new reports of agents being unable to place outbound calls. We are working on resolving the issue and updates will be provided as they become available.

Update

Initial findings show this might be linked to a carrier issue, as can be seen at: https://downdetector.co.uk/. We are now engaging with our carriers in order to resolve the issue. We will continue to provide updates as they become available and we apologize for the inconvenience.

Update

The outbound calling issue has been confirmed with our carriers. Inbound calling is expected to be working as normal. We will continue to investigate and updates will be provided as they become available.

Update

Our carrier has confirmed that they are working as quickly as possible to resolve the outbound calling issues. Inbound calls and all other systems are running normally. We will continue to provide updates as they become available and we apologize for the inconvenience.

Update

We continue to work with our carriers in order to resolve the issue with calling in the region. To ensure you are fully informed of the progress being made, we will provide you with regular updates via this platform every 60 minutes or until a significant update becomes available. 

Update

Our Carrier's efforts to restore services are ongoing. Over the past hour, we have observed a small but consistent flow of successful calls, which is a positive development. We will continue to monitor traffic closely and will provide an update by 1700 UTC or sooner if significant changes occur.

Update

Our carrier is continuing its service restoration efforts. We've observed a significant increase in successful outbound calls being completed.

8x8 will continue to monitor this issue and, if new information becomes available, provide another update by 2100 UTC or sooner, and we apologize for the inconvenience.


Monitoring

8x8's Carrier is continuing to investigate the network issue, and traffic monitoring still indicates mixed results with persistent call problems. 8x8 awaits an update from the carrier regarding the progress in resolving the issue.. A further update will be provided by 1400 UCT (0600 PDT) on Saturday, July 26th, or sooner should additional information become available.

Monitoring

8x8 has received updates that carriers have made route changes to assist in restoration of normal call completion rates and have seen an improvement where calling levels are now looking normal. 8x8 and it's carriers will continue to monitor throughout the weekend. Please contact 8x8 Support if you continue to experience calling issues in the region and we ill investigate the call samples to investigate further. A further update will be provided by 09:00 AM UTC on Monday July 28th,  or sooner should additional information become available.

Resolved

8x8 has seen stability and our underlying carrier has declared resolution. We have received confirmation that outbound calls are completing without issues. We are following up with our underlying carrier for root cause investigation and we apologize for the interruption.

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