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.
- Virtual Contact Center with outbound phone queue for Callbacks.
Please create a case with 8x8 Technical Support.
This is a limitation of the callback feature.
Possible workaround to turn on 'Interaction Sound'.
- Log into the Agent console.
- Select Menu > Profile.
- In the Personalization section, set a sound for the 'Interaction Sound'.
- Click Save