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8x8 Support

What does Direct Call mean when looking at agent status?


In the Agent interface, the list of agents sometimes shows a red phone handset icon next to an agent's name. When hovering over the red phone icon, Direct Call is displayed.

Applies To

  • 8x8 Agent Workspace
  • Direct Call


Direct Call is when an agent receives a call from another agent.

Additional Information

For the instructions to correctly transfer a call from one agent to another agent, see Transferring a call fails to change agent status to Busy.