EU7
8x8 has received reports of users experiencing issues with inbound and outbound calls with 8x8 Contact Center. We are investigating this issue and will provide updates as soon as they are available.
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 is currently investigating issues with some inbound calls to 8x8 UK phone numbers. Outbound calls are normal and all other digital channels remain operational. We will continue to investigate and provide details 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 confirmed resolution of the inbound calling issue. All inbound tests have been successful and we are fully resolving the incident. We are investigating the full root cause 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 currently investigating a login issue with VCC. We are working on resolving the issue and updates will be provided as they become available.
8x8 has resolved the issue impacting VCC logins. 8x8 is monitoring and investigating the root cause and we apologize for the inconvenience.
8x8 experienced an issue causing logins to fail for a brief period. The issue is resolved now and logins are now authenticating normally to the contact center platform. We are currently monitoring and will post a secondary message as a final confirmation.
8x8 has confirmed resolution was successful and all logins are successful. We are completing a full root cause investigation and we apologize for the interruption.
Is currently investigating reports of inbound and outbound issues linked to a cluster in the UK region. We are working on resolving the issue and updates will be provided as they become available.
8x8 has resolved the issue impacting the inbound and outbound calling services. 8x8 is monitoring and investigating the root cause and we apologize for the inconvenience.
8x8 is investigating possible outbound calling issues post-maintenance. We will continue to provide updates as they become available.
8x8 has identified that the issue was isolated to a particular tenant. This has been corrected and there are no reported issues at this time.
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.
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.
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.
As part of 8x8’s commitment to continuous service improvement, 8x8 will be replacing the current firewall pair in the 8x8 UK region data center, where your contact centre tenant resides, with the latest firewall technology.
This maintenance will happen on Friday, March 8th, starting at 11 PM GMT and will end March 9th 2 AM GMT(3 hours).
IMPACT: There will be up to two short 1-5 minute service interruptions during the maintenance window as network traffic is cut over to the new primary and secondary firewalls.
Customers may be required to log back in during this time as connections to the application are reset. If any issues are encountered while trying to re-login, make sure to clear browser cache first and try again before contacting 8x8 support.
Also customers who are using Contact Centre persistent agent connection may need to stop and re-establish persistent agent connections if any issues are encountered.
Alternative Call Routing Options during the maintenance:
To minimize downtime risk, customers can enable call rerouting to alternative locations during the maintenance window using the “Call Rerouting” feature available in the 8x8 Admin Console application.
Using the 8x8 Admin Console during the maintenance:
Please see the documentation links below for instructions on how to perform this.
https://docs.8x8.com/8x8WebHelp/admin-console/Content/contact-center-channel-rerouting.htm
Admin Console Call Rerouting
For any issues or questions, please contact 8x8 support by visiting this link:
https://support.8x8.com/support-services/support/contact-8x8-technical-support for any questions about this maintenance or how to enable the call rerouting feature.
The maintenance window has concluded and it is now complete. Thank you for being patient while 8x8 performs these essential maintenance events.