Open Forum

Hi all,

Again, pretty new to 8x8 but......

We use MS Teams. For our VCC users we are connection to 8x8 via a persistent connection functionality to MS Teams. Since going live a number of our users are experiencing their persistent connection dropping, causing lost/stuck calls. We believe this to be network related, however individuals connections can drop or a large group can drop - the behaviours are different.

Anyone out their using persistent connection through MS Teams? Are you having similar issues? Or have you overcome the issues?

Surely, if this is the design then we would expect a persistent connection for our contact centre (100 ish users) to be continually active for the required 8 hours a day without any issue dropping out.

I look forward to your responses! :)

Hi Claire, thank you for contributing to the 8x8 Community.  I'm sorry you are having issues with connection to MS Teams.  I will open a support case for you, so this can be investigated.

Hi Alison,

This has been on our known issues log with 8x8 since going live. However, anything else from your support team that will help is appreciated.

Thanks

Claire

Hi Claire, I looked at utilising 8x8 for Teams, however the demo I saw had a 1-3 second lag on incoming calls and a delay in voice relay which appeared to make it unusable. Did you experience this too? Maybe the incoming call delay is causing lost calls?

Hi Ben,

Thanks for the reply. The issue we are having is that in order to allow for auto answer in our contact centre we need to have a persistent call open in teams. 8x8 instigates this an the user will input a code to set that up. It is the persistent call that fails, and therefore the outcome is that no calls can come through. :(

We did have a little lag on going live but we have not heard of as many issues now.

Thanks

Claire