Callback Offer Does Not Ring the Agent Phone

Symptom

Callbacks offered to 8x8 Contact Center agents do not ring the agent's Workplace phone.

For example, when a Callback is offered to an Agent, the 8x8 Agent console displays the Start button but does not ring the Agent's Workplace phone.

Applies To

• 8x8 Contact Center
• Outbound Phone Queue
• Callbacks

Resolution

Please create a case with 8x8 Technical Support.

Cause

This is a limitation of the callback feature.

Additional Information

A possible workaround is to turn on Interaction Sound.

1. Log in to the Agent console.
2. Select Menu > Profile.
3. In the Personalization section, set a sound for the Interaction Sound.
4. Click Save.