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Why is an agent engaged in an internal call offered an external call ?
8x8 Support

Why is an agent engaged in an internal call offered an external call ?

Applies To

  • Virtual Contact Center

Answer

This is currently how VCC is designed, an external call will always take priority over an internal call.

When on internal calls the agent's status doesn't automatically swap to Busy.
 

Additional Information

To avoid getting external calls in such a scenario the agents will have to manually toggle their status to Working Offline.