Callbacks offered to Virtual Contact Center agents do not ring the agent's Workplace phone.
For example, when a Callback is offered to an Agent, the Agent console displays the Start button but does not ring the Agent's Workplace phone.
- Virtual Contact Center
- Outbound Phone Queue
Please create a case with 8x8 Technical Support.
This is a limitation of the callback feature.
A possible workaround is to turn on Interaction Sound.
- Log in to the Agent console.
- Select Menu > Profile.
- In the Personalization section, set a sound for the Interaction Sound.
- Click Save.