8x8 is investigating potential performance issues with Contact Center cluster EU21 in the EMEA region. We are currently mitigating the issue and will provide updates as they become available. 

8x8 has confirmed all performance metrics are back to normal and any symptoms experienced should now be resolved. We are investigating the root cause and we apologize for the inconvenience. 

8x8 is currently mitigating an issue impacting a subset of customers on the EU10 contact center platform. They may not have the ability to make changes to their agent profile settings such as changing their queue assignments.  Customers may experience a platform switch to mitigate the issue as we investigate the root cause and attempt resolution steps. We will provide updates on the progress or as updates become available. 

8x8 Platform Switch

8x8 has confirmed normal behavior in call flow and transaction handling for agents for the EU10 customers impacted during this incident. The current impact is limited to only changes in configuration such as enabling or disabling agents to queues, or any changes in the 8x8 Contact Center Configuration Manager. We are still working to restore the ability to make changes and will provide updates as they become available. 

8x8 has completed a successful emergency platform switch for the customers impacted by this incident. Agents should be prompted to log out and log back in after all available transactions are handled. Once all active calls are handled, agents should log out and log back in to continue to taking new transactions entering queues. 

Supervisors and agents (when configured) can now enable or disable themselves to queues and other changes from the 8x8 Admin Console will now be successful.

We are currently monitoring and will post a final confirmation message once fully verified. 

8x8 has confirmed resolution and will now be closing this incident. We are performing a full root cause investigation and we apologize for the interruption. 

8x8 is investigating reports of email channels unable to connect to the mail server. We will provide further updates once we have more information.

8x8 has identified the issue causing email channels to be unable to connect to the Microsoft Exchange mail server. We are now working to resolve this issue as a matter of urgency. All other CC services are working as normal. We will continue to provide updates as they become available.

8x8 has resolved the issue impacting email channels. 8x8 is monitoring and investigating the root cause and we apologize for the inconvenience. 

8x8 Is currently investigating reports of agents being unable to warm transfer calls in VCC when trying to select a contact from Directory. We are working on resolving the issue and updates will be provided as they become available. 

Current indications shows that cold transfers are working as expected and other systems are running normally. We will continue to investigate this issue and will provide further updates as they become available.

8x8 has resolved the issue impacting warm transfers in the UK region. 8x8 is monitoring and investigating the root cause and we apologize for the inconvenience.

8x8 Is currently investigating reports of users being unable to log in to call queues. We are working on resolving the issue and updates will be provided as they become available.

Current findings indicate that the symptoms have now expanded to Admin Console, VCC and the Work app, symptoms covering performance issues and page not loading. We continue to works towards resolving all issues. We will provide further update as they become available and we again apologize for the inconvenience.

8x8 operations has confirmed normal performance metrics and all systems should now be operating normally. We will be monitoring to ensure stability and will provide a final update once fully confirmed. 

8x8 operations has observed normal performance and confirmed all symptoms are now resolved. We are performing a full root cause analysis and apologize for the interruptions. 

8x8 Is currently investigating reports in the UK region where VCC agents are receiving calls and are instantly rejected and the Agents are moved on a Working Offline status. We are working on resolving the issue and updates will be provided as they become available.

8x8 has resolved the issue impacting VCC and call functionality has been restored. 8x8 is monitoring and investigating the root cause and we apologize for the inconvenience. 

8x8 is investigating reports of users being unable to load or log in 8x8 resources such as Work Web, Admin Console, and App Panel . We are working on resolving the issue and updates will be provided as they become available. 

8x8 engineers have performed a rollback in order to mitigate the issues but the symptoms are still present. We continue our efforts in order to resolve this as soon as possible. We will continue to provide updates as they become available.

A mitigation has been applied but metrics indicate no improvements. Our engineers continue working to resolve the issue as a matter of urgency. We will continue to provide updates as they become available.

We continue working to resolve the issue as a matter of urgency and updates will be provided as they become available. We apologize for the inconvenience.

https://status.8x8.com/incident/620553

8x8 has restored access to the impacted web services, and we are observing successful logins in all regions. We are currently monitoring to ensure the resolution is fully confirmed and will continue to provide updates as they become available.

8x8 has confirmed full resolution of the incident and logins to all web services are now performing normally.  We are currently performing a full root cause analysis and we apologize for the interruption. 

8x8 Is currently investigating reports regarding 8x8 Contact Center with custom integrations where the Directory tab is blank and not loading data. We are working on resolving the issue and updates will be provided as they become available.

We continue investigating the reports regarding 8x8 Contact Center with custom integrations where the Directory tab is blank and not showing data. We will provide updates as they become available.

8x8 has resolved the issue impacting the Directory tab from 8x8 Contact Center. Data is now being listed and normal functionality has been restored. 8x8 is monitoring and investigating the root cause and we apologize for the inconvenience. 

8x8 Is currently investigating reports of issue regarding Agent Workspace and Supervisor Workspace on the UK3 cluster.  We are working on resolving the issue and updates will be provided as they become available.

8x8 has identified the source of the issues in the UK region covering Contact Center Digital channels (emails, agent status, chat) and Supervisor Workspace. We will contintue troubleshooting in order to resolve this issue and will provide updates as they become available.

8x8 has resolved the issue impacting Contact Center Digital channels (emails, agent status, chat) and Supervisor Workspace in the UK region and the services have been restored to normal. 8x8 is monitoring and investigating the root cause and we apologize for the inconvenience. 

8x8 Is currently investigating a delay issue with the IVR audio files configuration where a new audio file is being saved but not reflected yet in the actual audio file being played, the previous one still being played instead. We are working on resolving the issue and updates will be provided as they become available.

8x8 has mitigated the issue causing changes to not go into affect when making changes to recorded messages. If you've experienced this issue, please make and edit first, and then re-make the desired changes to save them to resolve the issue. We are performing a root cause investigation and we apologize for the interruption.