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Agent's status doesn't change to busy on outbound calls
8x8 Support

Agent's status doesn't change to busy on outbound calls

Symptom

When making an outbound call from VCC, the agent's status does not change to busy

Applies To

  • Virtual Contact Centre

Resolution

  1. Log in to VCC Configuration Manager
  2. Navigate to Home > Outbound Phone Codes.
  3. Click Edit_Button.png next to the outbound phone codes in question. 
  4. Navigate to the Codes tab. 
  5. Ensure a queue has been selected from the drop down menu. This should not be set to none.
    Queue-Selection.png
  6. Save your changes, then have the affected agent(s) log out and back in before re-testing.