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8x8 Support

Verification call works, but queued calls are not delivered to the agent's phone


The verification call works just fine, but calls sent from a Contact Center Queue don't go to the agent and go to their voice mail.

Applies To

  • US Virtual Contact Center customers who have agents that send their calls to their cell phones.


Describe how to fix the issue. If there are multiple steps, please number them in order...

  1. Make sure you put a 1 before the area code in the agent's workplace phone field.  If agents are allowed to enter their own workplace phone numbers make sure they know to use the leading 1 in their phone number


Some telephone carriers require the use of the 1 before an area code and do not handle calls missing the 1 correctly.