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Agents Can't Answer Calls or Dial Out in Virtual Contact Center
8x8 Support

Agents Can't Answer Calls or Dial Out in Virtual Contact Center

Symptom

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

Applies To

Virtual Contact Center (VCC), all versions

Resolution

  1. In VCC AGUI go to Menu > Profile.
  2. Check the Workplace Phone to see if it is correct.
  3. Click Make Verification Call, the phone should ring.
    image (1).png
    • If the phone doesn't ring, try modifying the phone number to 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 Make Verification Call then investigate if the phone itself is working correctly.

Cause

Incorrect phone number entered in VCC profile.

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