NA3
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 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 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 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.
8x8 Support is currently investigating reports of some agents intermittently being unable to login to Contact Center agent workspace in the US region. We are currently working to identify the issue and will provide updates as they become available.
8x8 has confirmed an issue impacting new logins on US1 Contact Center Customers. We are currently working to restore access to new logins. We'll continue to provide updates as they become available.
8x8 has mitigated the issue and we are now seeing successful logins to affected users. Please ask agents to attempt to login again. We are currently monitoring and will post a final update once resolution is fully confirmed.
8x8 has confirmed the resolution and all logins are now successful. We are performing a full root cause analysis and we apologize for the interruption.
8x8 is investigating reports of inbound calls from certain destinations intermittently receiving error "no routes exist". We are currently examining information given to us from customers and are investigating. If you are experiencing the issue please contact 8x8 while we investigate this further.
8x8 has isolated to the infrastructure area causing these calls to intermittently fail. We are currently working to mitigate this issue and will provide more details as they become available.
8x8 has mitigated the issue and all inbound calls should now be completing. We are currently monitoring and will provide a final update once fully confirmed.
8x8 has confirmed the mitigation has resolved the issue casing inbound calls to fail intermittently. We are performing a full root cause investigation and we apologize for the interruption.
8x8 has identified an issue causing 8x8 Agent Workspace users web pages to no load correctly for some users. Transactions are still being offered and can be answered as the impact is limited to the way the page is loaded and displayed. Some buttons in the Agent Workspace may be hidden or cut off from view. We are currently working on a resolution and will provide updates as they become available.
8x8 has implemented mitigation for the issues being experienced with pages loading correctly. Please ask agent workspaces users to log out, clear cache, and log back in to confirm resolution. 8x8 is monitoring and will provide updates once confirmed.
8x8 has confirmed it's mitigation resolved the issue with users experiencing the issue with Agent Workspace. We are performing a root cause analysis and we apologize for the inconvenience.
8x8 has completed the maintenance and the maintenance window is not closed.
8x8 is investigating intermittent reports of inbound connection issues for some US1 Contact Center Customers. We are investigating and will provide updates as they become available.
8x8 is continuing to investigate the cause for some inbound calls not completing their destinations. We'll continue to provide updates as they become available.
8x8 has mitigated the issue causing inbound calls to fail. We should not see all call connection issues resolved. We are monitoring and will provide a final update once fully confirmed.
8x8 has resolved the issue impacting the identified US1 calling failures. 8x8 is investigating the root cause and we apologize for the interruption.