Skip to main content
Queues Are Listed but Transfer Button Is Greyed Out
8x8 Support

Queues Are Listed but Transfer Button Is Greyed Out

Symptom

Unable to transfer calls to any 8x8 Contact Center queues, the queues are listed but the "Transfer" button is grayed out.

clipboard_e61aea8a415a24151205bcddf05133d9d.png

Applies To

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

Resolution

  1. Log in to Contact Center Configuration Manager.
  2. Check which agent group the user is assigned to

clipboard_e6fb114818419780efa8c50636bf77c7e.png

  1. Check if an outbound queue has been setup

clipboard_e5d0c557d952858d0c11802d717892ba5.png

  1. Click Outbound Phone Codes
  2. Click the outbound codes list that the agent group is assigned to
    • This can be checked in the assignments tab
    • If there is no outbound codes list assigned to the group either assign to an existing list or create a new list 

clipboard_e459deca17e6ce0e704b48e40fd4ecf53.png

  1. Click on the Codes tab
  2. For each code select an outbound queue from the list

clipboard_ea58041f3bfacce8b96fd35b0af15ce56.png

  1. Click Save

Cause

Agents are not configured to use an outbound phone code which have an outbound queue configured

  • Was this article helpful?