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Agents Are Unable to Accept Calls
8x8 Support

Agents Are Unable to Accept Calls

If an email case is stuck in case queue, 8x8 Contact Center will not let agents to accept calls. Learn how to resolve here.

Symptom

An Agent is Available and a call is offered. The Agent is made Busy, however, the call shows as Rejected.

Applies To

  • 8x8 Contact Center
  • CRM

Resolution

There is a stuck email case in the Case Queue. Assign the stuck email case to an agent.

Emails and calls will now be flowing normally thereafter.

Cause

An email case is stuck in the case queue. Because the case is waiting longest, 8x8 Contact Center will not let the agent accept a call until the case is accepted.

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