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How to check to see if channels are working or Agents are waiting but not receiving calls
8x8 Support

How to check to see if channels are working or Agents are waiting but not receiving calls

Overview

Before a busy day, or during a quiet period, you may wish to perform a quick on your Virtual Contact Center (VCC) test to see if your channels are working as expected. 

Perform a Test

Test 1: Make a call

Make an outbound call from the Agent Desktop. Don't forget to precede the number by a '1' and the full number. For example, 1 0123 456 7891.

Test 2: Use VCC Numbers

Make test calls to your VCC channel numbers. To do this you will need to know the channel numbers that you use with VCC. These numbers can be found in your Configuration Manager on the Channels menu. You should be able to call the channel numbers, hear the IVR and/or see the call enter the queue all the way to it being accepted by an agent that is waiting for the transaction.

Numbers outside of VCC

Some customers use 8xx numbers with other providers outside of VCC. These customers have the 8xx number set to 'ring to' or 'forward' to a channel number in VCC.

  • If you can call the 8xx number but you are not hearing the IVR or seeing the call enter the queue, you should then call the VCC local channel number that the 8xx number is being sent to.
  • If you can't complete a call using the 8xx number, but you can complete the call using the VCC local channel, you will need to contact your 8xx telco provider directly and report the issue. If you are unable to complete the call using the local channel and you have verified that this should be a working number, it is enabled and has an IVR, then you will need to contact VCC Support.

 

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