Webex Contact Center: Agents in the US, Canada, ANZ and EU regions may experience delays and/or failures when attempting to login, logout, or update agent state

Engineering has completed remediation activities, and services have been restored.

We will continue to monitor to ensure service stability.

Engineering has identified and corrected a configuration issue with one of our DNS records that temporarily disrupted Contact Center services, including agent login and state changes. The fix was applied on February 23rd; however, it may take up to 48 hours for the changes to fully propagate across the internet. Services are expected to stabilize as DNS caches update. Thank you for your patience.

In addition to the previously identified impacted regions, Engineering has now determined that this issue is also affecting the EU region.

We are working to restore services and apologize for any inconvenience this may cause.

With the latest update, Engineering has confirmed that the DNS‑related issues impacting agent logins, state changes, Control Hub functionality, and Analyzer page loading have been resolved on the backend. While full DNS propagation across the Internet may take up to 40 hours, customers should already begin to see improved performance.
Additionally, clearing the local DNS cache may help. This can be done by opening the Windows Command Prompt and running: ipconfig /flushdns before accessing the system.

Thank you for your continued patience and we will continue to update as and when we have more information.

Our engineering teams are continuing on working to resolve the ongoing issue affecting agent states. We will provide further updates as new information becomes available.

Thank you for your continued patience.

Our engineering teams are actively working to resolve the ongoing issue affecting agent states. We will provide further updates as new information becomes available.

Thank you for your continued patience.

The DNS-related issues affecting agents using the CRM connector have been resolved. While CRM connectivity is now restored, our engineering teams continue to work toward mitigating the separate issue affecting agent states. To ensure you can log in successfully, please clear your local DNS cache by opening the Windows Command Prompt and running the command ipconfig /flushdns before accessing the system. Please note that full propagation of DNS records through the Internet can take up to 48 hours; however, customers should see an improvement in experience at this time. We will provide the next update in one hour or as soon as more information becomes available. Thank you for your continued patience.

Mitigation efforts are ongoing as our engineers work to resolve the impact. We will provide the next update in one hour or when new information becomes available.

Engineering has identified the issue and is currently working towards service restoration. We will continue to provide updates as they become available.

Thank you for your continued patience as we address this service incident.

Engineering is investigating an issue impacting Webex Contact Center agents' ability to login, logout, and update agent state. Some agents may experience delays and/or failures when attempting to login or logout, or while updating the agent state in the Webex Contact Center Desktop application. This issue is exclusive to agents in the US, Canada and ANZ regions.

We are working towards restoring services and apologize for the inconvenience this may cause.