We are investigating reports from a small subset of UK customers who are experiencing  Contact Center Agents who can't answer offered transactions. We are currently investigating and will provide updates as they become available. 

If you are using an 8x8 Contact Center persistent connection, please try toggling it:

In Connection mode, please select on demand,  click on save and afterwards please select back persistent and save.

Please update the support case if this solves the issue. The engineering team is still reviewing all symptoms reported and investigating.

Our engineers are currently working to resolve the pending issues as soon as possible.

We will continue to provide updates as they become available. 

8x8 is continuing to investigate the issue impacting a subset of UK3 customers. The symptom being experienced is agents reporting connection issues when being offered transactions. We'll continue to provide updates as they become available. 

For agents experiencing issues with answering transactions please complete the following troubleshooting steps while we continue to investigate. 

1. Notate the current workplace number provisioned

2. Change the workplace number to something different such as the full DID for the agent and save.

3. Return back to the setting one more time and re-enter the previous original workplace number notated earlier and resave.

8x8 is continuing to investigate the issue affecting agent dial plans causing the inability to answer transactions. Below are the current troubleshooting steps to perform while we investigate the issue.

For agents still experiencing issues with answering transactions please complete the following troubleshooting steps while we continue to investigate. 

My profile ->Under Settings > Connectivity > Phone Setup, select Change.(instructions here)

1. Notate the current workplace number provisioned

2. Change the workplace number to something different such as the full DID for the agent and save.

3. Return back to the setting one more time and re-enter the previous original workplace number notated earlier and resave.

IF the above steps did no resolve the issue please have the agents use their full direct inbound dial number of their 8x8 Work endpoint: Enter the agents fully direct number in this (format example +442070966060)

8x8 has seen resolution for the majority of customers with agent connection or login issues. If you are currently still experiencing issues with agents accepting transactions or persistent connection mode please contact 8x8 to continue troubleshooting. 8x8 is continuing to monitor for any remaining issues. 

8x8 has confirmed with remaining customers that the issues with agents connections and logins have been resolved. Customer calls and logins are now operating normally for all customers. If you are experiencing symptoms that remain please contact 8x8 support to continue troubleshooting. We are investigating the root cause and we apologize for the interruption. 

Our engineers are currently working to resolve the issue as a matter of urgency and may contact you for more information to support their investigation.

Please be assured we are doing our very best to minimise disruption time.

We are still receiving reports of silent calls inbound and outbound via Virtual Contact Centre.

Our engineering team are working to resolve the issue as a matter of urgency and may contact you for more information to support their investigation.

We apologise for the impact and thank you for your patience and understanding.

We apologise for the disruption caused by the incident and assure you that we are doing everything possible to resolve this as soon as possible. Please be aware that other VCC services, such as chat and email, are not be impacted by this incident.

Please continue to provide any new examples via your support cases for analysis if you are still experiencing issues regarding silent calls.

Dear Customer, We apologise for the disruption caused by the incident and assure you that we are doing everything possible to resolve this as soon as possible. Please be aware that other VCC services, such as chat and email, are not be impacted by this incident.

Please continue to provide any new examples via your support cases for analysis if you are still experiencing issues regarding silent calls.

Regards

8x8 Support Team

8x8 has seen resolution of most symptoms. We are still working with some customers to confirm or collect addition details with any remaining issues. If you are still experiencing issues, please have agents logout, clear browser cache and then log back in. If symptoms persist please contact 8x8 support to continue troubleshooting. 

8x8 has confirmed resolution for the majority of customers. If you are still experiencing issues after asking agents to log out and clearing browser cache please contact 8x8 support to continue troubleshooting . We are performing a full root cause in estimation and we apologize for the interruption. 

The maintenance window has concluded and it is now complete. Thank you for being patient while 8x8 performs these essential maintenance events. 

8x8 engineers are investigating an issue impacting VCC login in the UK region and are currently working to resolve the issue as a matter of urgency. We will continue to provide updates as they become available.

8x8 engineers have identified an issue impacting VCC login in the UK region and are currently working to resolve the issue as a matter of urgency. We will continue to provide updates as they become available.

8x8 has mitigated the issue causing the VCC login in the UK region. We should not see any further connection issues. We are monitoring and will provide a final update once fully confirmed.

8x8 has confirmed that the issue is fully resolved and all logins have been restored. We are performing a full root cause investigation and we apologize for the interruption. 

8x8 is investigating reports of agents getting logged out of Agent Workspace without the ability to log back in. We are investigating the issue and will provide details as they become available. 

8x8 is experiencing an issue causing login issues with UK3 Contact Center. 8x8 continues investigating but has seen services starting recovery. Please have agents re-attempt to log in while we continue to troubleshoot. We'll continue to provide updates as they become available.

8x8 has confirmed that symptoms have improved, and we are seeing logins working successfully. A number of them may see a delay of a couple of minutes upon login. If agents have not yet tried, please have them reattempt to login while we continue to investigate and confirm full resolution.

8x8 has confirmed that login functionality has been fully restored. 8x8 is investigating the root cause and we apologize for the inconvenience. 

8x8 experienced an issue causing login issues with UK3 Contact Center. 8x8 is investigating but has seen services since recovery. Please have agents re-attempt to log in while we continue to investigate. We'll continue to provide updates as the become available. 

8x8 has confirmed that symptoms have subsided and we are seeing all logins successfully recover. If agents have not yet tried, please have them reattempt to login while we continue to monitor. 

8x8 has confirmed that the issue is fully resolved and all logins have been restored as of 20 minutes ago. We are performing a full root cause investigation and we apologize for the interruption. 

The Answer Machine Detection system used by some Contact Center customers in the UK currently has issues and is being worked on. Agents will be receiving an unusually high volume of Answer Machines on outbound dialing queues with the function enabled. Further updates will be provided as they become available.

The Answer Machine Detection service has been stopped and we will perform a systems restart out of UK business hours overnight tonight (29th Jan).

8x8 has scheduled maintenance to re-enable Answer Machine Detection(AMD) tonight at 10:00 PM GMT. We will update here once this maintenance is complete and the AMD feature is operational.  We apologize for this interruption. 

8x8 has completed the maintenance and the Answering Machine Detection has now been re-enabled. If you still encounter any issues please contact 8x8 support to continue investigating. We apologize for any inconvenience this has caused. 

8x8 engineers are aware and have identified the issue impacting VCC login in the UK region and are currently working to resolve the issue as a matter of urgency. We will continue to provide updates as they become available.

8x8 is working to restore reliable access to login pages for contact center customers on this platform. We'll continue to provide updates as they become available. 

8x8 has continued to work on this incident which has been isolated to a networking issue. We have escalated and engaged our networking vendors and they have begun to make progress to diagnose and mitigate the issue. We will continue to provide updates as they become available. 

We have seen the successful restoration of login services and are observing normal metrics coming back to the platform. We'll continue to monitor and will provide further updates once restoration is fully confirmed. 

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. 

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. 

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. 

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.

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. 

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.

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

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.

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. 

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. 

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. 

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. 

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.

8x8 is currently investigating a login issue on VCC on the UK region. Current findings indicate that this issue will impact new logins and already existing logins to VCC. We are working on resolving the issue and updates will be provided as they become available.

8x8 engineers continue their efforts towards resolving the issue. Some signs of improvement may be present but we are still working to ensure full service restoration. We will provide further updates as they become available.

8x8 has started receiving confirmations that the VCC has started accepting logins and working under normal conditions. We will continue to monitor and provide an update upon confirming full resolution.

8x8 has resolved the issue impacting the VCC logins on the UK region. 8x8 is monitoring and investigating the root cause and we apologize for the inconvenience.