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Agent Misses Call and Status Changes To On Break
8x8 Support

Agent Misses Call and Status Changes To On Break

Symptom

When an Agent is Working Offline for a meeting, they return to their desk and find their status is On Break.

  1. An Agent changes their Status to Working Offline to attend a meeting.
  2. A call is forwarded to the Agent from another Agent in VCC.
  3. Because the Agent is away from their desk they do not answer the phone.
  4. Then VCC makes the Agent On Break.

Applies To

Virtual Contact Center using VO phones.

Resolution

Change the Virtual Office phone Forward to voicemail Delay at least ten seconds longer than the VCC Interaction offer timeout.

This way the call will follow the VCC Script for handling the call when the Agent does not answer.

Cause

VCC Interaction offer timeout is the same as VO Forward to voicemail Delay.  Both are set to 20 seconds.

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