Webex by Cisco Outage History

Webex Contact Center experienced a service degradation affecting AI Agent and AI Assistant interactions in the US and Canada, where users encountered delays, failures, and error messages during their interactions. The incident lasted 2.6 hours before engineering completed mitigation activities and restored services. Cisco continued monitoring to ensure service stability following the resolution.

Webex Web App users experienced a 1.6-hour outage where they could not send or receive 1:1 messages, encountering an error stating "This conversation is closed because the user's account has been deactivated." The issue was isolated to the web application only, with desktop and mobile apps remaining functional as workarounds. Engineering identified and resolved the problem through mitigation activities, restoring full messaging functionality.

Webex Contact Center users in the Singapore region experienced login failures when attempting to access Agent Desktop for 1.3 hours. The issue affected the Webex Contact Center and Agent Service components, preventing agents from logging into their desktop application. Engineering identified and resolved the problem through mitigation activities, with services fully restored and monitoring ongoing.

Webex Calling users in the US region experienced issues logging into call queues and changing queue status, with the problem expanding to affect all call queues and voicemail retrieval failures. The incident impacted Carrier Provisioning, Webex Calling, and Voicemail Services for 1.8 hours. Engineering completed mitigation activities and restored services, with continued monitoring for stability.

Webex Calling users in the US and Canada regions experienced E911 emergency call routing failures for 52 minutes. The issue prevented emergency calls from being properly routed, creating a critical safety concern for affected users. Engineering identified and resolved the problem, restoring normal E911 calling functionality.

Webex Calling users in the US region experienced E911 emergency call failures due to call routing issues. The incident affected the ability to successfully complete emergency calls, which lasted for 56 minutes. Engineering identified and resolved the underlying routing problem, restoring normal E911 service functionality.

Webex users in the Middle East region experienced degraded audio and video quality during meetings, with some unable to hear other participants, unmute, or see video content. The incident also caused split meeting conditions between video devices and Webex Meetings clients, affecting core meeting functionality including audio, video, and content sharing. Engineering deployed a fix and restored services after 4.5 hours of disruption.

Webex Contact Center experienced disruptions affecting US-based agents' ability to perform call consultations and transfers for both inbound and outbound traffic. The incident impacted the Webex Contact Center and Agent Service components for 2.4 hours. Engineering identified and resolved the issue through remediation activities, with services fully restored and continued monitoring in place.

The Webex Developer portal experienced an issue where administrators were unable to create or manage service apps, being incorrectly redirected to the main landing page instead. This affected the Developer API and Developer and App Hub Portal components. Engineering identified and resolved the issue after 1.8 hours, restoring full service functionality.

A global disruption affected Webex services for 44 minutes, impacting meetings, calling, device connectivity, sign-in functionality, content sharing, messaging, and various provisioning services. Engineering identified and deployed a fix to resolve the issue. All services have been restored and are being monitored for stability.