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Virtual Office for Zendesk Integration: Calls Fail When I Click Accept
8x8 Support

Virtual Office for Zendesk Integration: Calls Fail When I Click Accept

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Symptom

When an agent makes or receives a phone call, the call fails when clicking on the Accept button VOZendesk_Accept_Button.jpg in the communication panel. Typically the call will either route to voicemail, or simply end.

VOZendesk_Answer_Click_Accept_Crop.jpg

Applies To

This issue applies to agents who have access only to a softphone on their 8x8 Virtual Office extension, or if their physical phone is inoperative.

Cause

The communication panel's call Accept button initiates call-answering only on dedicated physical phones. It will not work with either Virtual Office Desktop or Virtual Office Mobile.

Clicking Accept in this case results in the message Accept from VOD or VOM. If not answered in time, calls will route according to rules applied to the phone extension.

VOZendesk_Answer_Click_Accept_BnA_crop2.jpg

Resolution

Agents who do not have a dedicated physical phone assigned to their 8x8 phone extension must answer all phone calls from either Virtual Office Desktop (VOD) or Virtual Office Mobile (VOM).