Agents Can't Answer Calls or Dial out in 8x8 Contact Center

Symptom

Agents can't answer calls or dial out in 8x8 Contact Center.

Applies To

• 8x8 Contact Center 
• 8x8 Agent Console

Resolution

1. Log in to 8x8 Agent Console.
2. Click Menu > Profile.
3. Check the Workplace Phone to see if it is correct.
4. Click Make Verification Call, the phone should ring.
   
   • If the phone doesn't ring, try modifying the phone number to an international format.
     • For example, for a UK phone number add 0044 or +44 followed by the phone number, stripping the leading 0.
   • If the phone still doesn't ring when clicking Make Verification Call then investigate if the phone itself is working correctly.

Cause

The incorrect phone number was entered into an 8x8 Contact Center profile.