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Allow Callers To Call Agent Extensions in Virtual Contact Center
8x8 Support

Allow Callers To Call Agent Extensions in Virtual Contact Center

Symptom

How to route calls to a specific agent.

Applies To

  • Virtual Contact Center
  • Configuration Manager
  • Extensions

Resolution

Use VCC script Direct Agent Routing objects.

Adjust the Agents' Settings

  1. Log into Virtual Contact Center Configuration Manager.
  2. Select Users/Agents.
  3. Edit the desired agent.
  4. On the Phone tab:
    • Select Enable in IVR
    • Select Enable agent voicemail
  5. Click Save.

Configure a DID Script

  1. Log into VCC Configuration Manager.
  2. Select Scripts.
  3. Click Add new phone script.
  4. Name the script.
  5. Select Copy script from, select Agent DID script.
  6. Click Save.
  7. Under MainIVR, add Transfer to Agent.
  8. Note the options for Transfer to agent even if the status is.
    • Busy
    • On break
    • Working offline
    • Logged off
      clipboard_e4c316b9ad3fb43dcfc4645a64308b55c.png
  • If these options are selected, the call will be offered to the agent's even though the agent is Busy, On break, Working offline, or Logged off
  • If these options are not selected, then add call routing for them

Example

  1. Click Busy > Add.
  2. Insert Object > select Transfer to Agent Voice Mail.
  3. Fill in the Object tag as desired.
  4. Select either a Personal Invite or Impersonal Invite.
  5. Click OK.
  6. Repeat for the other options as desired.
    clipboard_ee38186feeca809aaac99bb561f45dfb2.png
  7. Set the script as the Default DID.
  8. In the Script list, select the radio button for Default DID for the script.
  9. Click Save.
    clipboard_ed8432e515bc9c095843fbc096c7aad86.png

Additional Information

See online documentation: Direct Agent Routing.