Agents Cannot See Voicemail Queues

Symptom

Agents cannot see or get offered transactions from the voice mail queues.

Applies To

• 8x8 Contact Center
• Contact Center Configuration Manager
• Agents

Resolution

Assign and enable the agents for the Voice Mail queues.

1. Log in to Contact Center Configuration Manager.
2. Select Queues/Skills.
3. Double click on the Voicemail queue name.
4. Select the Members tab, the list of available agents is displayed.
5. Check the boxes Agents assigned and Agents enabled for the desired agents.
6. Click Save.

Cause

Agents are not assigned or enabled for the Voicemail queues.

Additional Information

You can turn on Notifications to send email notifications when a voicemail is in the queue:

1. Select the Notifications tab.
2. Check the box Enabled.
3. Enter a group email list, or individual email addresses, separated by a comma.