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 VCC Agent Workspace - Agent unable to answer a call but receives chats no issues?

Lindsie Simonsen's profile image
Lindsie Simonsen posted 02-09-2023 14:07

I have an agent who seems to be the only person experiencing this issue. A call will ring through to his line but he will not have the option to answer it and can only decline/reject the call. It seems to be an intermittened problem as well. However, he seems to have no issues getting a chat. I have verified that his 8x8 work app is up-to-date and current. He is using Chrome and we have cleared his cache in regards to that. He also received a new tower and still has the issue. 8x8 Support has been little help because we can't catch this/replicate this on a call with 8x8 support. Is there anything I could be missing to check/resolve the issue?  

JASCO Insurance's profile image
JASCO Insurance posted 02-09-2023 14:30

I was having a similar issue for awhile and I ended up having to turn off the firewall and it seemed to work. I have since turned it back on and had to install the app on my phone to answer calls. 8x8 support was no help to me with this issue.

Glen Blow's profile image
Glen Blow posted 02-10-2023 02:28

Hi Lindsay

Thanks for posting your comments here; I'm a Product Manager in the Contact Center team here at 8x8 so keen to help customers with their product experience.

I wonder if you can help me with more details about this user's particular set up please?  For example on my demo CC tenant - I have the same experience as your agent when a call is presented:

This is because I have to answer the call in an external softphone on my desktop.  If your user was able to switch to a persistent connection  then this would solve the problem - but please be aware that they're constantly connected and the impact this would have on your minutes.
Hope this helps - please feel free to post back comments.
@JASCO Insurance - on a separate note, so sorry to hear that you felt our support was not helpful for you.  I've passed this feedback up to senior leaders in our support division.   If there was a case reference that you could also share, then I will share this so they can be more forensic with their investigations.
Lindsie Simonsen's profile image
Lindsie Simonsen posted 02-10-2023 09:41

@JASCO Insurance - Thank you! I will have my IT team take a deeper look at his settings as I am leaning this way as well since he seems to be the only agent experiencing this. :) 

@Glen Blow - Thank you for your detailed response around a similar issue you guys are experiencing in the demo environment. I can confirm that we are set up to only receive and answer the interaction through the 8x8 work pop up and not attempting to answer through the agent workspace. His green accept checkmark is grayed out when the new call is presented. In the past, this issue was typically caused by the 8x8 Work Application being out of date. We would update to the latest version and this would resolve the issue. Unfortunately, this agent continues to experience this despite being set up correctly.