Webex by Cisco Outage History

Webex Dedicated Instance customers in the US and ANZ regions were unable to access the DI CUCM user interface through cross-launch functionality in Webex Control Hub. Engineering identified the root cause and implemented remediation activities to restore access. The service was fully restored after 4.6 hours with continued monitoring to ensure stability.

Webex services in the US region experienced widespread degradation for 16.2 hours, affecting login capabilities across Webex App, Control Hub, and Developer Portal, along with intermittent call failures, messaging delays, meeting feature malfunctions, and Contact Center agent login issues. The incident also impacted device pairing, voicemail services, call recording functionality, and caused some degradation in other regions due to US dependencies. Engineering identified and resolved the core issues, with Contact Center agents requiring browser restarts to restore full WebRTC functionality after the fix was implemented.

Webex Contact Center Enterprise experienced service degradation for 3.9 hours, affecting the contact center environment's operational performance. Engineering identified the root cause and implemented mitigation measures to restore normal service functionality. The incident was resolved with continued monitoring to ensure service stability.

Webex Contact Center experienced an issue where AI summaries failed to work properly during mid-call, transfer, and wrap-up events for agents. The incident lasted 7.8 hours, during which agents were unable to access AI-generated summaries for these critical call handling functions. Engineering identified the root cause and implemented a fix, restoring full AI summary functionality across all affected scenarios.

Webex Contact Center experienced disruptions to agent call delivery and call control operations for approximately 1 hour. The issue affected agents' ability to receive and manage calls through the contact center platform. Engineering identified and resolved the problem through mitigation activities, restoring full functionality to the agent services.

Webex experienced an issue where some administrators were unable to access meeting quality data through the Developer API, lasting 8.7 hours. The problem was isolated to API access for meeting quality data only, with no impact to Webex Control Hub Analytics functionality. Engineering deployed a fix that fully restored API functionality and resolved the access issue.

Some Webex Contact Center users in the US region experienced errors when attempting to access real-time reports and dashboard visualizations within the Analyzer UI. The issue affected the Reports and Administrative Service components of Webex Contact Center. Engineering identified the root cause and completed remediation activities, restoring services after 28 minutes of disruption.

Webex Meetings experienced intermittent meeting join failures for users in the EU region, with the issue later expanding to include poor audio and video quality, cascade link delays, and split meeting conditions between video endpoints and Webex clients in the Middle East and EMEA regions. The service disruption lasted approximately 4 hours before engineering completed mitigation activities and restored normal functionality. Users were advised to retry joining meetings during the incident due to its intermittent nature.

Webex Contact Center experienced intermittent call failures affecting agents in the US region for 1.6 hours. The issue impacted call delivery functionality, preventing some agents from successfully handling calls. Engineering identified and resolved the problem through remediation activities, with services fully restored and monitoring ongoing.

Cisco BroadCloud customers were unable to load Calling Analytics within the Rialto portal, with the issue initially affecting the US region and later expanding to impact all regions globally. The service disruption lasted 14 hours while engineering worked on mitigation activities and log reprocessing. Engineering completed the restoration and continued monitoring to ensure service stability.