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8x8 Support

Calls made to Contact Center agent extension fails

Symptom

Calls made to a Contact Center agent's extension number fails to connect and does not ring the destination agents phone and the caller does not hear ring back.

When calling from:

  • Agent Workspace: the calling agents workplace phone connects and Agent Workspace shows Dialling...
  • 8x8 Work: the call shows as Calling...

Applies To

  • Contact Center

Resolution

Follow either the Per User steps or the In Bulk steps

Per User

  1. Login to Configuration Manager for Contact Center
  2. Click Users
  3. Edit the affected user (the destination agent)
  4. On the Phone tab
  5. Select a different script for the Script Name - PBX Number
  6. Click Save
  7. Change the script back to the desired script for Script Name - PBX Number
  8. Click Save

CC Configuration Manager Users Edit User Phone Agent Extension Script.png

In Bulk

If you have many agents affected or you want to complete this for all agents as a precaution. Make a note of your expected PBX Number script by default this is usually the Agent Extension script 

  1. Login to Configuration Manager for Contact Center
  2. Click Scripts
  3. Edit the Agent DID script script

Contact Centre Configuration Manager Agent DID Script.png

  1. Click Assign new channel(s)
  2. Check the Agents (Channel type agent virtual #)

Contact Centre Configuration Manager Scripts Assign New channels.png

  1. Click Assign
  2. Click Yes when prompted are you sure
  3. Click Save
  4. Click Back to the script list
  5. Edit the expected script (usually Agent Extension script)

Contact Centre Agent Extension Script.png

  1. Click Assign new channel(s)

Contact Centre Configuration Manager Scripts Assign New channels.png

  1. Check the Agents (Channel type agent virtual #)
  2. Click Assign
  3. Click Yes when prompted are you sure
  4. Click Save

Cause

The calls are not correctly routing to the configured Agent Extension Script.

Additional Information

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