Open Forum

A number of our users have been experiencing multiple dropped calls per day when using the 8x8 Work App for iPhone. All users have newer phones, are up to date with both the application and their iOS. Here is the behavior: 

• iPhone heats up
• 8x8 Work app freezes, call disconnects shortly thereafter and becomes unresponsive
• User is presented with "Call Active on Another Device" message

To note: these users exclusively use the 8x8 Work for iPhone app.

We have tried switching networks (wifi vs. cellular data), ensuring background app refresh is on, sent many call examples to support and still no resolution. 

Has anyone else experienced a similar issue and what did you do to fix it?

We have multiple call issues when Agents are using their phones. I keep suggesting we enforce an "approved headsets only" rule but to no avail. I have not looked into whether it's Apple only issue or occurring on Android.... so thanks for the idea to check!

Hi Michael,

Thank you for contributing to the 8x8 community.  I'm going to open a support case for this issue to allow our support team to investigate the problems you are experiencing.

Hi Alison, thank you. I have a support case open already and have been working with the support of the team on this already. I was hoping someone else had encountered the same issue.

We have had this issue on a long term basis with 8s8 and our Network Admins fighting back and forth.  A majority of the iPhones we are using do not have SIM cards so are truly WIFI only.  At the end of our last support case in August 8x8 suggested using a static IP address on the phones.  The behavior we saw that the phones / app went into sleep mode and had one IP, the call came in, phone woke up, phone grabbing for a new IP ... by the time it got one, the call was "missed".  Crude explanation.  Since we've added the static IP, it appears to have helped.  But users are users and we never know if they just aren't reporting problems, or are just ignoring the calls.  When I run reports, it doesn't show a huge difference.  We have had less complaints and they say it's "better".  

I  know in past couple weeks after some earlier ios 17.0.x updates, there have been reports of overheating that Apple is saying was related to  a bug. See if the users are up to date on their ios version, as it might address it:  

https://www.theverge.com/2023/10/4/23903409/iphone-15-pro-overheating-ios-17-0-3-update

Further investigation into each users exact behavior led us to the conclusion that this is related to some sort of issue between the 8x8 application and Apple AirPods specifically. When the impacted users make calls without their AirPods, calls stay connected and the phone does not overheat or freeze. When using AirPods, calls are lost betwen 15 and 20 minutes in when the mobile application becomes unresponsive. I have updated the support team and will continue to monitor, but so far, so good. Thank you all!