Contact Center US2

Americas Contact Center Contact Center US1 Contact Center US2 Contact Center Login Authentication Services and Administration Portal NA1 NA2 NA7 NA3 NA8 NA4 NA9 NA5 NA10 NA6 NA17 NA11 NA18 NA12 NA19 NA13 NA20 NA14 NA27 NA15 NA28 SB1 NA29 NA37 NA38 NA30 NA39
 
[closed]

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 has identified an issue causing login issues only on contact center users on the US1 data center. US2 data center customers are operating normally. We are currently working on restoration and will 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 has restored login functionality for Agent Workspace users in US1. Please have your contact center agents retry to login. We are currently monitoring and will provide a final update once fully confirmed. 

 

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

Americas Contact Center Contact Center US2 NA10
 
[closed]

8x8 performed an emergency platform switch for some Contact Center customers on the NA10 platform at 9:34 AM pacific (12:34 PM Eastern). The platform switch was complete. Agents should log out and back in to resume normal operation. We're investigating the root cause and we apologize for the inconvenience. 

 

8x8 has reopened this incident to investigate some continued impact after the platform switch. 8x8 is currently investigating and will provide updates as they become available. 

 

8x8 has resolved an issue with some tenants that did not properly respond to the platform switch. We have confirmed that those tenants are now operational. If an agent is experiencing issues, please ensure they log out and back in. We are currently monitoring and will update once we confirm all is fully resolved.

 

8x8 has seen continued stability since the resolution time of 10:00AM Pacific (1pm Eastern). Some contact center analytics dashboards may display inaccurate while data is syncing in the analytics platform. We'll continue to monitor and provide updates as they become available. 

 

8x8 has since seen the full restoration of the remaining analytics dashboard inconsistencies. We are closing this incident as resolved and will be investigating the root cause. We apologize for the inconvenience. 

Americas Contact Center Contact Center US1 Contact Center US2 NA1 NA2 NA7 NA3 NA8 NA4 NA9 NA5 NA10 NA6 NA17 NA11 NA18 NA12 NA19 NA13 NA20 NA14 NA27 NA15 NA28 SB1 NA29 NA37 NA38 NA30 NA39
 
[closed]

8x8 is investigating an issue where Contact Center queue voicemail email notifications are not being received. We are investigating and will 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 has identified the issue an issue delivering emails to Microsoft hosted email addresses. We have seen successful deliveries to non Microsoft addresses. We recommend customer open a support ticket with Microsoft email providers to investigate this further. 8x8 is monitoring backlog of emails waiting to be sent to microsoft as we wait to see restoration from them. This backlog can cause delay of delivery of emails not hosted by Microsoft due to their backlog.
 

8x8 is now monitoring for Microsoft restoration of service to their email systems. Until then there may be delays in email delivery while Microsoft emails get processed in backlogs. 

 

8x8 has seen acknowledgement from Microsoft on this issue and continues to monitor. Please contact Microsoft and reference their provided incident number EX680695 for an estimated time for resolution. 

https://twitter.com/MSFT365Status/status/1712133426671698304

 

8x8 continues to see a large backlog of emails that cannot be delivered to Microsoft Email services. We will continue to monitor for resolution from Microsoft. 

https://twitter.com/MSFT365Status/status/1712133426671698304

 

8x8 has seen the backlog of Microsoft emails now as delivered and email performance is back to normal. If you are still experiencing issues please contact 8x8 for further troubleshooting. For root cause on this event please contact Microsoft support for those details. 

Americas EMEA APAC Contact Center Contact Center Contact Center Contact Center US1 Contact Center UK2 Contact Center HK1 Contact Center US2 Contact Center UK3 Contact Center SY1 Contact Center ON1 Contact Center Login Authentication Services and Administration Portal Contact Center Login Authentication Services and Administration Portal Contact Center SK1 Contact Center Login Authentication Services and Administration Portal NA1 BC1 CA1 EU2 EU4 AU1 AP1 NA2 NA7 BC2 CA2 EU3 EU11 NA3 NA8 NA37 EU10 NA4 NA9 NA38 EU5 NA5 NA10 EU6 NA6 NA17 EU7 NA11 NA18 EU8 NA12 NA19 EU9 NA13 NA20 NA14 NA27 NA15 NA28 SB1 NA29 NA37 NA38 NA30 NA39
 
[closed]

8x8 Is currently investigating a no audio issue with the voicemail playback on VCC queues. Initial checks show that the voicemails are playable when receiving the notification via email, as an attachment. We are working on resolving the issue and updates will be provided 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.
 
The issue is now resolved where blank audio was being observed when accessing Contact Center Voicemail Queues through the Agent User Interface. We are investigating the root cause and we apologize for the inconvenience. 
Americas Contact Center Contact Center US2 NA38
 
[closed]

8x8 Is currently investigating an inbound/outbound issue with calls on the  Contact Center NA38 platform. We are working on resolving the issue and updates will be provided as they become available. 


 

8x8 has resolved the inbound/outbound calling issue on the Contact Center NA38 platform. 8x8 is monitoring and investigating the root cause and we apologize for the inconvenience. 

Americas Contact Center Contact Center US2 NA7
 
[closed] 8x8 has re-opened our troubleshooting of NA7 login issues as we have begun to observe impact. We will provide updates of the progress as updates become available. 
 

8x8 has performed a platform switch for customers impacted on this NA7 platform to resolve.  Please ask your agents if they have not already to log out and log back in to 8x8 contact center. 

 

8x8 is performing additional mitigation to resolve the issue for those still encountering login issues. we'll provide updates of these actions as they are completed. 

 

8x8 has completed platform switch for those remaining customers affected. If you have not already done so please log out and back in to successfully login to the active platform. Transactions for email and voicemails may be processing and should be completed after some time while they are being synced between platforms. We are monitoring and will post a final update once resolution is confirmed. 

 
Login issues have been confirmed as resolved for all customers on the NA7 platform. Some customers on NA7 may still experience intermittent email delays or duplicate emails transactions while tokens finish refreshing over the next hour. We are performing a full root cause investigation and we apologize for the inconvenience. 
Americas Contact Center Contact Center US2 NA7
 
[closed] 8x8 is investigating reports of some users not having the ability to login to their 8x8 Contact Center interface. We will provide updates as they become available. 
 
8x8 has mitigated the issue as of 10:50 AM Pacific. Logins are now completing succesuflly. We are investigating the root cause and we apologize for the inconvenience. 
 

8x8 has re-opened our troubleshooting of NA7 login issues as we have begun to observe impact. We will provide updates of the progress as updates become available.  Please follow new incident: https://status.8x8.com/incident/423145

Americas Contact Center Contact Center US2 NA10 NA28
 
[closed]

8x8 Is currently investigating reports regarding intermittent VCC login and performance issues. We are working on resolving the issue and updates will be provided as they become available. 


 
Our engineers managed to narrow down the issue only on NA10 and NA28. They are currently working to resolve the issue as a matter of urgency. We will continue to provide updates as they become available. 
 

8x8 has resolved the performance issues with Contact Center. 8x8 is monitoring and investigating the root cause. We apologize for the inconvenience. 

Americas Contact Center Contact Center US2 NA20
 
[closed]

8x8 is investigating reports with some NA20 customer experiencing calls failing to complete on inbound calls.  8x8 is currently looking into the issue and updates will be provided as they become available. 

 

8x8 has narrowed the investigation to a select number of tenants on this platform. If you are experiencing issues with inbound calls to your NA20 tenant please contact support to continue troubleshooting. We are continuing to investigate with the identified customers. 

 

8x8 has resolved the inbound calling issues for those customers reporting to 8x8. 8x8 operations is completing a root cause investigation. If any customer continues to experience issues with inbound calling, please contact 8x8 support to continue troubleshooting. We apologize for the inconvenience

Americas Contact Center Contact Center US2 NA7 NA8 NA9 NA10 NA17 NA18 NA19 NA20 NA27 NA28 NA29 NA37 NA38 NA30 NA39
 
[closed]

8x8 Is currently investigating an issue impacting US2 Contact Center customers ability to login to the agent interface.  We are working on resolving the issue and updates will be provided as they become available. 


 
8x8 operations have identified the symptoms impacting agents, re-login attempts, and other contact center performance issues.   We will continue to provide updates as they become available. 
 

8x8 has resolved the issue impacting the identified US2 Contact Center services. 8x8 is currently monitoring for stability and will post another follow up message to confirm full resolution. 

 

8x8 has observed the symptoms impacting US2 logins and other symptoms resurface. We are continuing to work to resolve and will continue to provide updates. 

 

8x8 is continuing to work to fully resolve the issue. We are still seeing intermittent impact to logins and delays. If your business allows you can explore 8x8 Contact Center channel re-routing. We've provided a simple link below as well as a more comprehensive guide as well to this feature.  We apologize for the delay while we work to resolve the issue. 

Channel re-routing simple instructions

Channel Re-routing comprehensive guide


 

We are doing our very best to get the incident resolved as a matter of priority and we thank you for your patience. At this time we expect logged in agents to be able to accept transactions as normal.  We are still working to resolve intermittent login issues for new logins and to fully restore service to normal performance. 

We apologize for the delay in resolving the issue.

 

8x8 has observed symptoms reduce to just delayed logins to the platform for the previous 30 minutes. As we continue to mitigate the symptoms, some agents may see a temporary reconnecting message in the UI when it's applied in each platform. At this time we expect normal behavior for logins and call flow. We will continue to monitor and provide final updates once we consider the issue fully resolved. 

 

8x8 has monitored and observed stability after implementing mitigation for the diagnosed issue. We are resolving this incident now and we are working on completing a full root cause analysis.  We apologize for the inconvenience this may have caused.