Transferring 8x8 Contact Center Calls through a Physical Device

Question 

Why does a 8x8 Contact Center user shows as still handling a call in 8x8 Agent Console when the call was transferred through their physical device or VOD?

Applies To

• 8x8 Contact Center
• 8x8 Agent Console

Answer

Best practice suggests that transferring calls be made through the 8x8 Contact Center platform and not through VOD or physical device. 

If a Contact Center call is transferred through VOD or the physical device, the user that performed the transfer will still show as Busy or handling in Agent Console until either party disconnects the call. 

Additional Information

Scenario: Agent A receives a call from a Customer and then transfers the call through his physical device to Agent B. 

Agent A will still shows as in a conversation with Customer, even though the Customer has been transferred to agent B.

If agent A disconnects the call in Agent Console, it will disconnect the call between Agent B and Customer. Agent A will show as Busy until the conversation between Agent B and Customer ends.