Skip to main content
VCC outbound call recordings cannot be found
8x8 Support

VCC outbound call recordings cannot be found

Symptom

Agent's outbound calls are set to 100% call recording but the recordings cannot be found.

Applies To

  • Virtual Contact Centre

Resolution

  1. Log in to Virtual Contact Centre Configuration Manager.
  2. Navigate to Queues/Skills and click Edit_Button.png next to the outbound phone queue that the agent(s) should be assigned to.
  3. Navigate to the Members tab.
  4. Tick the Agents assigned and Agents enabled boxes next to the agent(s) to assign to this queue. Then, click Save
    Agents Assigned_Enabled.png
  5. Outbound call recordings will now be available for the agent(s).
    The agent(s) will need to log out and back in to their VCC Agent GUI in order for this change to take effect.

Cause

The agent is not assigned to an outbound phone queue.