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Agent Cannot Dial Out Of Desk Phone
8x8 Support

Agent Cannot Dial Out Of Desk Phone

Symptom

A Virtual Contact Center Agent Cannot Dial Out Of Their Virtual Office Desk Phone.

Applies To

Virtual Contact Center Agent with a Virtual Office phone, and Account Manager (Mode 3 account).

Resolution

Configure a VCC extension in Account Manager, and make the VO phone DID the Workplace Phone in the VCC Agent GUI.

Follow these steps:

Configure a VCC extension in Account Manager:

  1. Log into the Account Manager
  2. Select Accounts , then User Profiles in the left menu.
  3. Find the User, click Edit.
  4. The User Profile dialog opens.
  5. At the bottom of the User Profile, in the phone number list, there is one line for the VO phone.
  6. Note the VO phone DID phone number.
  7. Click the red button 'New Private Routing#', the "Add Private Routing Number" dialog opens.
  8. To the right of the empty extension box, click the icon that looks like a paper, a phone extension is automatically generated.
  9. Click Add, the VCC extension is added to the phone number list.
  10. Click Save, the VCC extension is saved and the User Profile dialog closes.

 

Make the VO phone DID the Workplace Phone in the VCC Agent GUI

  1. Log into Virtual Contact Center Configuration Manager.
  2. Click Users, the User List is displayed.
  3. Find the User, double click the User name.
  4. In the Phone tab, enter the VO phone DID phone number ( from Step 6 above ) for the 'Workplace Phone'.
  5. Click Save.

 

Cause

The Agent/User in Account Manager only has a VO phone configured, and is set to use that phone number for Virtual Contact Center.  This means the phone number can only be used with VCC.

Additional Information

The Agent/User will need to log out from and log back into the VCC Agent GUI after the steps above are followed.

The Agent can test by going to:

Menu > Profile, then click 'Make Verification Call'.

 

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