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8x8 Support

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


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

Applies To

  • 8x8 Contact Center 
  • 8x8 Agent Workspace
  • 8x8 Work for Desktop


  1. Log in to Agent Workspace.
  2. From the drop-down menu to the right of the timer, select My Profile.
  3. On the Settings tab, check the Workplace Phone to see if it is correct.
  4. Select Call phone. 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 Call phone, check to see if the phone itself is working correctly.

For Agents Who Use 8x8 Work for Desktop as a Softphone with Contact Center

  1. Log in to the 8x8 Work for Desktop application.
  2. Select your profile picture and note your extension.
  3. Log in to Agent Workspace.
  4. From the drop-down menu to the right of the timer, select My Profile.
  5. On the About tab, local your Dial Plan and see if it contains VOVCC. If it does, set your Workplace phone number to the same number as your extension number from 8x8 Work for Desktop.
  6. Save your profile and select Call phone.


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

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