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Agents Still Active Are Offered New Calls
8x8 Support

Agents Still Active Are Offered New Calls

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If agents are enabled with Direct Agent Routing, they may receive direct agent routing calls or calls to their endpoint numbers. Learn how to resolve here.

Symptom

An 8x8 Contact Center agent claims that were already on a call and another call interrupted the first call.

Applies To

  • 8x8 Contact Center
  • 8x8 Agent Console

Resolution

  1. In the Agent Console logged in as a supervisor, go to Menu > Report and review (2) reports:
    • Agents: Status Change Details report
    • Detailed Transaction Activity report
  2. If it is confirmed that the second inbound call was routed to the same agent while already in Busy status, please create a case with 8x8 Technical Support.

Cause

If the agent has Direct Agent Routing enabled, they may have received a direct agent routing call or a direct call to their endpoint phone number.