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Callback Offer Does Not Ring The Agent's Phone
8x8 Support

Callback Offer Does Not Ring The Agent's Phone

Symptom

Callbacks offered to Virtual Contact Center agents do not ring the agent's Workplace phone.

When a Callback is offered to an Agent, the Agent console displays the 'Start' button, but does not ring the Agent's Workplace phone.

Applies To

  • Virtual Contact Center with outbound phone queue for Callbacks.

Resolution

Please create a case with 8x8 Technical Support.

Cause

This is a limitation of the callback feature.

Additional Information

Possible workaround to turn on 'Interaction Sound'.

  1. Log into the Agent console.
  2. Select Menu > Profile.
  3. In the Personalization section, set a sound for the 'Interaction Sound'.
  4. Click Save

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