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8x8 Agent Workspace currently does not automatically set the agent status to "Working Offline" when making outbound calls while in "Available" status. If an agent initiates an outbound call without routing it through a queue, their status remains "Available," and they may receive incoming interactions during this time. To prevent this, agents should manually change their status to "Working Offline" before making outbound calls.

This is a limitation on 8x8's side. It would be beneficial if 8x8 could recognize when an agent is making an outbound call and automatically change the contact pad status, so the system does not route inbound calls while the agent is already on a call.

Hi,

This is not a limitation, if you are talking about standard VCC agents, this is caused by the lack of an outbound phone queue being assigned to the agent's outbound phone code.

If agents make an outbound call via an outbound queue, their status changes automatically to "busy", then you can ensure your agent scripts do not transfer calls to agents if "busy" and they won't be disturbed when on an outbound call.

Did you build your own 8x8 contact center solution or was it built for your by 8x8 professional services?

8x8 Agent Workspace currently does not automatically set the agent status to "Working Offline" when making outbound calls while in "Available" status. If an agent initiates an outbound call without routing it through a queue, their status remains "Available," and they may receive incoming interactions during this time. To prevent this, agents should manually change their status to "Working Offline" before making outbound calls.

This is a limitation on 8x8's side. It would be beneficial if 8x8 could recognize when an agent is making an outbound call and automatically change the contact pad status, so the system does not route inbound calls while the agent is already on a call.

I have a "default outbound" queue when I enable myself in that queue and make an outbound call my status doesn't change. Do I need to select something in order to ensure I'm calling out on the "outbound" queue?

Hi,

This is not a limitation, if you are talking about standard VCC agents, this is caused by the lack of an outbound phone queue being assigned to the agent's outbound phone code.

If agents make an outbound call via an outbound queue, their status changes automatically to "busy", then you can ensure your agent scripts do not transfer calls to agents if "busy" and they won't be disturbed when on an outbound call.

Did you build your own 8x8 contact center solution or was it built for your by 8x8 professional services?

8x8 Agent Workspace currently does not automatically set the agent status to "Working Offline" when making outbound calls while in "Available" status. If an agent initiates an outbound call without routing it through a queue, their status remains "Available," and they may receive incoming interactions during this time. To prevent this, agents should manually change their status to "Working Offline" before making outbound calls.

This is a limitation on 8x8's side. It would be beneficial if 8x8 could recognize when an agent is making an outbound call and automatically change the contact pad status, so the system does not route inbound calls while the agent is already on a call.

Hi Chris,

In VCC Configuration Manager, Open "Outbound Phone Codes" if you don't have a list already, create one.

Make Active and Set a Name

Under Codes, Add, create a code named "Outbound", make active, set report text, short code, CLI and Queue.

Under Assignments, assign to the group where your agent(s) are members. 

------------------------------
Jonathan Lynn

Original Message:
Sent: 04-25-2025 05:00
From: Chris Masucci
Subject: Automatic Status Change During Outbound Calls

I have a "default outbound" queue when I enable myself in that queue and make an outbound call my status doesn't change. Do I need to select something in order to ensure I'm calling out on the "outbound" queue?

------------------------------
Chris Masucci

Original Message:
Sent: 04-25-2025 02:19
From: Jonathan Lynn
Subject: Automatic Status Change During Outbound Calls

Hi,

This is not a limitation, if you are talking about standard VCC agents, this is caused by the lack of an outbound phone queue being assigned to the agent's outbound phone code.

If agents make an outbound call via an outbound queue, their status changes automatically to "busy", then you can ensure your agent scripts do not transfer calls to agents if "busy" and they won't be disturbed when on an outbound call.

Did you build your own 8x8 contact center solution or was it built for your by 8x8 professional services?

------------------------------
Jonathan Lynn

Original Message:
Sent: 04-24-2025 11:04
From: Dakshinya Suraneni
Subject: Automatic Status Change During Outbound Calls

8x8 Agent Workspace currently does not automatically set the agent status to "Working Offline" when making outbound calls while in "Available" status. If an agent initiates an outbound call without routing it through a queue, their status remains "Available," and they may receive incoming interactions during this time. To prevent this, agents should manually change their status to "Working Offline" before making outbound calls.

This is a limitation on 8x8's side. It would be beneficial if 8x8 could recognize when an agent is making an outbound call and automatically change the contact pad status, so the system does not route inbound calls while the agent is already on a call.

------------------------------
Dakshinya Suraneni
------------------------------

Hi Chris,

In VCC Configuration Manager, Open "Outbound Phone Codes" if you don't have a list already, create one.

Make Active and Set a Name

Under Codes, Add, create a code named "Outbound", make active, set report text, short code, CLI and Queue.

Under Assignments, assign to the group where your agent(s) are members. 

I have a "default outbound" queue when I enable myself in that queue and make an outbound call my status doesn't change. Do I need to select something in order to ensure I'm calling out on the "outbound" queue?

Hi,

This is not a limitation, if you are talking about standard VCC agents, this is caused by the lack of an outbound phone queue being assigned to the agent's outbound phone code.

If agents make an outbound call via an outbound queue, their status changes automatically to "busy", then you can ensure your agent scripts do not transfer calls to agents if "busy" and they won't be disturbed when on an outbound call.

Did you build your own 8x8 contact center solution or was it built for your by 8x8 professional services?

8x8 Agent Workspace currently does not automatically set the agent status to "Working Offline" when making outbound calls while in "Available" status. If an agent initiates an outbound call without routing it through a queue, their status remains "Available," and they may receive incoming interactions during this time. To prevent this, agents should manually change their status to "Working Offline" before making outbound calls.

This is a limitation on 8x8's side. It would be beneficial if 8x8 could recognize when an agent is making an outbound call and automatically change the contact pad status, so the system does not route inbound calls while the agent is already on a call.