Symptom
When an agent makes an outbound manual call via 8x8 Agent Workspace, the status remains as available.
Applies To
- 8x8 Contact Center
- 8x8 Agent Workspace
- Configuration Manager for Contact Center
Resolution
Outbound phone codes with assigned outbound queues are required to place the agent into the desired Busy status.
- Log in to Configuration Manager for Contact Center as a system administrator.
- Set up Outbound Phone codes for the agent. See Creating or Amending Outbound Phone Codes on 8x8 Contact Center.
- When selecting a queue, ensure that it is an outbound queue. By placing the manually dialed call into a queue, the agent status will change to busy and not be offered other calls for the duration of it.
- If you want the Caller ID to default to a specific option without the agent choosing, just have only one line of outbound phone code created and it will default to that.
- Check the phone settings of the agent (see Configure Phone Settings for an 8x8 Contact Center User) to check on your agent's configured outbound phone code
Cause
Agents do not have the ability to choose a country-specific outbound caller ID and are not placed in queue, so status remains Available and a second call still comes in.