Agent Unable to Dial Out of Desk Phone

Symptom

A 8x8 Contact Center agent cannot dial out of their Virtual Office desk phone.

Applies To

• 8x8 Contact Center
• 8x8 Agent Console
• Contact Center Configuration Manager
• Account Manager

Resolution

Configure an 8x8 Contact Center extension in Account Manager, and make the VO phone DID the Workplace Phone in the 8x8 Agent Console.

1. Log in to the Account Manager.
2. Select Accounts, then User Profiles in the left menu.
3. Find the User, click Edit. The User Profile dialog opens.
4. Take note of the VO phone DID at the bottom of the User Profile, in the phone number list.
5. Check the box VCC Agent.
6. Click the red button, New Private Routing#, the Add Private Routing Number dialog opens.
7. To the right of the empty extension box, click the icon that looks like a paper sheet, a phone extension is automatically generated.
8. Click Add, the extension is added to the phone number list.
9. Click Save, the extension is saved and the User Profile dialog closes.

Cause

The Agent/User in Account Manager only has a VO phone configured and is set to use that phone number for Contact Center. This means the phone number can only be used with Contact Center.

Additional Information

The Agent/User will need to log out from and log back into the Agent Console after the steps above are followed. The Agent can test by going to:

1. Click Menu.
2. Select Profile.
3. Click Make Verification Call.