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Contact center agent outbound and inbound calls go directly to voicemail for the remote party
8x8 Support

Contact center agent outbound and inbound calls go directly to voicemail for the remote party

Symptom

When an agent tries to make a call or receive a call in Contact Center the remote party hears a voicemail message.

Applies To

  • Contact Center
  • 8x8 Work

Resolution

  1. If the user does not have a desk phone, make sure they are logged in either to Work for Desktop or Work for Mobile.
  2. In Work for Desktop or Work for Mobile make sure the user is not set to Do Not Disturb

Cause

The voicemail message being played is coming from 8x8 Work. If the user is unreachable e.g. if they are not logged in or they are set to Do Not Disturb, when Contact Center tries to connect to the agent's Workplace Phone it will reach the user's voicemail in 8x8 Work.

Additional Information

If the above steps do not resolve the issue, create a case with 8x8 Technical Support.

 

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