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Can not enable VOD & VOM to VCC dedicated agents via Account Manager
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Can not enable VOD & VOM to VCC dedicated agents via Account Manager

Symptom

Check buttons to enable VOD and VOM, from extension information section, are grayed out.

Applies To

  • Account Manager

Resolution

  1. Navigate to Phone system->Extensions->and select desired extension. Take a look at VCC Dedicated Extension option if is checked.
    Capture.PNG
     
  2. Navigate to Accounts and search for the user profile and press Edit.
  3. Select New Private Routing, press to button to auto assign an extension and press Add. You will have a new virtual extension which will be used for VCC. 
    You can Save now the configuration. 

    New_routing.PNG
     
  4. Navigate back to Phone System->Extensions and search for the extension. You should be able now to enable/disable Virtual Office and Virtual office mobile.

Cause

This behavior is present for VCC dedicated extensions, which are meant to be used only with VCC. For these types of extensions, the extension and Direct-in-Dial (DID) number are permanently redirected to Virtual Contact Center agent channels.

 

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