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8x8 Support

Verification Call Works, but Queued Calls Are Not Delivered to the Agent’s Phone


The verification call works just fine, but calls sent from a Contact Center Queue don't go to the agent and go to their voicemail.

Applies To

  • US Contact Center Users who have agents that send their calls to their cell phones


Make sure you put a 1 before the area code in the agent's workplace phone field. If agents are allowed to enter their own workplace phone numbers, make sure they know to use the leading 1 in their phone numbers.


Some telephone carriers require the use of the 1 before an area code and do not handle calls missing the 1 correctly.

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