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Agent Cannot Accept a Call
8x8 Support

Agent Cannot Accept a Call

Symptom

One Agent is Available, a call is offered, Agent is made Busy, call shows rejected.

Applies To

Virtual Contact Center with CRM.

Resolution

Assign the stuck email case to an agent. Emails and calls will now be flowing normally.

Cause

An email case is stuck in the case queue. Because the case is waiting longest, VCC will not let the agent accept a call until the case is accepted.

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