Symptom
When an Agent is Working Offline for a meeting, they return to their desk and find their status is On Break.
Applies To
- 8x8 Contact Center
- 8x8 Work
Resolution
Change the 8x8 Work Forward to Voicemail Delay to at least ten seconds longer than the 8x8 Contact Center Interaction offer timeout. This way the call will follow the script for handling the call when the agent does not answer.
Cause
This issue can occur when the Contact Center Interaction offer timeout is the same as 8x8 Work Forward to Voicemail Delay.