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Agent Cannot Accept a Call
8x8 Support

Agent Cannot Accept a Call

Symptom

An Agent is Available and a call is offered. The Agent is made Busy, however, the call shows as Rejected.

Applies To

  • Virtual Contact Center
  • CRM

Resolution

There is a stuck email case in the Case Queue. Assign the stuck email case to an agent.

Emails and calls will now be flowing normally thereafter.

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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