Contact Center
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.
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.
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.
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.
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.
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).
8x8 has received reports that Contact Center scripts are not following the open and closed schedules correctly. We are currently investigating the issue and will provide updates as they become available.
8x8 operations team is continuing to investigate this issue. We will continue to provide updates as the investigation progresses.
8x8 has identified and resolved the issue. If you are still experiencing issues, please contact 8x8 Support. We apologize for any inconvenience caused.
8x8 Is currently investigating login issues with Contact Center Agent Workspace and Configuation Manager on the BC3 cluster. We are working on resolving the issue and updates will be provided as they become available.
8x8 has identified the issue causing logins to not work for Contact Center Agent Workspace and Configuration Manager on the BC3 cluster. Out engineers are working to resolve it as a matter of urgency and we apologize for the inconvenience.
8x8 has resolved the issue impacting logins for Contact Center Agent Workspace and Configuation Manager. 8x8 is monitoring and investigating the root cause. We apologize for the inconvenience.
8x8 is currently investigating performance issues for contact center customers housed in CA1 and CA2 Clusters. The symptoms may include users dropping connectivity, however we are currently investigating and will provide more details as they become available.
8x8 as observed an issue causing intermittent performance issues leading to logins failing. We are currently working to restore normal performance and will continue to provide updates as they become available.
8x8 has seen stability with the majority of logins at this time. In the event of a login failure or a user interface behaving slowly when navigating, please have the agent log out and log back in to resolve. In the event that 2 or 3 logins do not resolve the issue please contact 8x8 Support to continue troubleshooting.
8x8 will be monitoring performance through business hours while fully investigating the issue.
8x8 has monitored and confirmed normal performance has remained for the CA1 and CA2 platforms. A full root cause is being completed and we apologize for the inconvenience.
8x8 is currently investigating an issue with the NA3 platform on VCC that can lead to login issues. We are currently investigating and will provide more details once we have more details.
8x8 has resolved the issue impacting VCC login on the NA3 platform. 8x8 is monitoring and investigating the root cause and we apologize for the inconvenience.
8x8 has received reports of users experiencing issues with inbound and outbound calls with 8x8 Contact Center in the US region, getting a "no route exists" error. We are investigating this issue and will provide updates as soon as they are available.
8x8 has identified the issue causing the calls with 8x8 Contact Center in the US region to not work properly, symptoms covering "no route exists" error, calls timing out and calls not being offered to agents. We'll continue to provide updates once 8x8 further investigates and validates the resolution.
8x8 has resolved the issue impacting 8x8 Contact Center calling. 8x8 is monitoring and investigating the root cause and we apologize for the inconvenience.
8x8 has identified that outbound emails originating from the contact center platform are being blocked by spam prevention filters. This is only impacting tenants in our US2 data center. We have identified the source that has marked the emails in this manner and working to restore normal delivery. The pulling of inbound emails is operational and telephony and other digital channels are not impacted. We'll provide updates as they become available.
8x8 continues to work with the spam filtering services to restore email delivery. We'll continue to provide updates as they become available.
8x8 has been updated that the outbound email traffic is no longer being flagged as spam. 8x8 will be monitoring and will post a final update once fully confirmed.
8x8 has detected an issue causing agents to not be able to accept transactions. This is currently impacting select NA3 tenants and 8x8 is performing emergency platform switch to resolve for those tenants affected. We'll continue to provide updates once 8x8 further investigates and validates the resolution.
8x8 operations teams have completed the platform switch for those tenants affected. Please ensure agents have logged out and logged back in to begin handling transactions. Additional details about platform switches are found in this link. 8x8 will continue to monitor and confirm resolution.
8x8 has confirmed resolution for tenants impacted after the platform switch. If you are still experiencing issues please contact 8x8 to continue troubleshooting. We are performing a full root cause investigation and we apologize for the interruption.
8x8 is currently investigating reports of 8x8 VCC application showing an interface with missing elements/buttons, making interaction with it difficult. We are currently working to identify the issue and will provide updates as they become available.
8x8 has confirmed an issue impacting the application interface of 8x8 VCC making it have missing elements. We are currently working to restore the functionality. We'll continue to provide updates as they become available.
Our engineers are currently working to resolve the issue as a matter of urgency. We will continue to provide updates as they become available.
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.
8x8 has resolved the issue impacting the interface of 8x8 Agent Workspace application and functionality has been restored. 8x8 is monitoring and investigating the root cause and we apologize for the inconvenience.
8x8 is investigating reports of email channels unable to connect to the mail server and not pulling emails into the Contact Center. We will provide further updates once we have more information.
8x8 has resolved the issue with the email channels. Please reach out to 8x8 Support if you are still experiencing issues. We apologize for any inconvenience caused.