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Transferring a Call Fails to Change Agent Status to Busy
8x8 Support

Transferring a Call Fails to Change Agent Status to Busy

Symptom

Agents in Virtual Contact Center are transferring calls to other VCC Agents but the receiving agent’s status does not automatically change to busy.

Applies To

  • Virtual Contact Center
  • Configuration
  • Agents

Resolution

Transfer the calls within Virtual Contact Center by clicking the agent's name in the Agent Status name list, and selecting Make a Call.

Cause

The calls are being transferred by dialing Agent B’s office phone number instead of selecting the agent in VCC.

Dialing the phone number makes VCC think the call is leaving the VCC system, Agent B does not receive the call in VCC, and Agent B's VCC does not know Agent B is on a call.

Additional Information

For the steps to perform a warm transfer see Agent To Agent Call Transfer.

For other ways to transfer calls see the 8x8 online documentation Transfer Phone Interactions.

 

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