Contact Center call connectivity/performance issues

Incident

Contact Center call connectivity/performance issues

Status: closed
Start:
End:
Duration: 3 hours 8 minutes
Affected Components:
Americas Contact Center Contact Center US1 Contact Center US2 NA1 NA7 NA2 NA8 NA3 NA9 NA4 NA10 NA5 NA17 NA6 NA18 NA11 NA19 NA12 NA20 NA13 NA27 NA14 NA28 NA15 NA29 NA37 NA16 SB1 NA38 NA30 NA39
Investigating

8x8 is currently investigating intermittent call connectivity issues for US Region Contact Center customers. 8x8 Operations teams are engaged and investigating the cause. We'll provide updates as they become available. 

Investigating

Our engineers are currently working to resolve the issue as a matter of urgency. The main symptom being experienced is delays in call connectivity where no audio may be heard.  We will continue to provide updates as they become available. 

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. 

Update

We are doing our very best to resolve this issue as a priority, and we thank you for your patience. The primary issue remains intermittent calls experiencing connection delays and a lack of audio. We will provide further updates as they become available, and we sincerely 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.

Investigating

8x8 continues to investigate the issue. If you are experiencing this issue please contact support to troubleshoot further and evaluate impact frequency to aid in the investigation. We apologize for the delay and we will continue to work to resolve. 

Update

8x8 engineers continue to work towards resolution of the issue. If you are experiencing this issue please contact support to troubleshoot further and understand frequency impact.   We will continue to provide updates as they become available and we apologize for the inconvenience. 

Monitoring

8x8 has mitigated symptoms causing the intermittent call completion issues. Please validate and contact 8x8 Support if you continue experience symptoms while we continue to monitor and confirm resolution. We'll continue to provide updates as we monitor. 

Resolved

8x8 has confirmed resolution. We are performing a full root cause investigation and we apologize for the interruption. 

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