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Agent Misses Call and Status Changes To On Break
8x8 Support

Agent Misses Call and Status Changes To On Break

Symptom

When an Agent is Working Offline for a meeting, they return to their desk and find their status is On Break.

Applies To

  • 8x8 Contact Center
  • Agents with a Virtual Office Phone

Resolution

Change the Virtual Office phone forward to voicemail delay to at least ten seconds longer than the 8x8 Contact Center Interaction offer timeout.

This way the call will follow the script for handling the call when the agent does not answer.

Cause

Contact Center Interaction offer timeout is the same as VO Forward to voicemail Delay. Both are set to 20 seconds.

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