Skip to main content
Agent Status Changes to Offline During Inbound Call
8x8 Support

Agent Status Changes to Offline During Inbound Call

Symptom

The 8x8 Contact Center agent receives a notification (flashing indicator) that there is an inbound call, but agent status immediately goes offline.

Applies To

  • 8x8 Contact Center
  • 8x8 Agent Console

Resolution

Confirm that the agent's audio path through a verification callClearing browser cache/cookies on a regular basis can also help prevent this issue from happening. 

Cause

There may be an invalid or missing Workplace phone number in the agent's profile. For Bria users, the Workplace SIP URI may not be entered correctly or Bria is offline. 

Additional Information

If the agent is still unable to receive calls on their preferred or default device after completing the verification call, check if the agent is able to log into 8x8 Agent Console on another computer or conduct the test on a different network.

 

  • Was this article helpful?