Objective
Customers reporting issues with 8x8 Engage are to be supported and escalated per the procedure below.
8x8 Engage is a combined implementation of 8x8 Work and 8x8 Contact Center. Users are assigned to queues in Configuration Manager for Contact Center, but will see those queues and also make and receive their interactions only within 8x8 Work for Desktop, 8x8 Work for Web, and 8x8 Work for Mobile.
Applies To
8x8 Work
8x8 Contact Center
8x8 Engage Partner Support
Procedure
Perform initial triage to determine if the issue is with Contact Center or 8x8 Work.
Once it is established that the issue resides with either 8x8 Work or 8x8 Contact Center, raise a case with 8x8 Technical Support with the information gathered from the initial triage.
Initial Triage
Partners should perform initial triage for 8x8 Engage-related cases to gather as much information as possible and determine whether the issue relates to 8x8 Contact Center or 8x8 Work before escalating to 8x8 Support for troubleshooting.
Here are some examples of 8x8 Engage-related issues:
Product Area | Symptoms |
|---|---|
8x8 Engage | Issues specifically involving queues inside the 8x8 Work app:
|
8x8 Work | General telephony issues unrelated to queues.
|
8x8 Contact Center | Issues with the setup of agents in Contact Center.
|
Troubleshooting
Before contacting support, please review these common scenarios and solutions.
Issue | Symptom | Likely Cause | Resolution |
|---|---|---|---|
Agent Status Stuck in "Wrap-up" | An agent is unable to receive new calls because their status remains in "Wrap-up" indefinitely. | The queue’s Post-processing timeout is set to "Manual." 8x8 Engage does not support manual termination of post-processing. |
|
Agent Status Stuck as "Busy" After Transfer | After transferring a queue call (warm or cold) or leaving a conference call, the agent remains in "Busy" status and receives no new calls. |
| Update Software: Ensure all agents are using 8x8 Work for Desktop/Web version 8.26 or higher. This version contains critical fixes for transfer and conference-related status issues. |
Incoming Call Banners Missing Channel Name | Agents see the incoming phone number but not the specific Queue/Channel name. |
| Add as Contact: In the Admin Console, save the Channel Name and its phone number as a Contact. This forces the banner to display the Channel Name (as the contact name) alongside the number. |
Cannot Pause/Resume Call Recording | Agents cannot manually stop or pause recordings on queue calls. | If recording is controlled via Contact Center Configuration Manager, Engage agents cannot manually toggle it. | If manual control is required for compliance, use the UC (Unified Communications) call recording policy settings instead of the Contact Center settings. |
Configuration Best Practices
To ensure smooth operation, please verify your configuration against these rules:
No Transaction/Disposition Codes: Do not assign Transaction Code lists or Disposition Codes to queues or groups that include Engage users. The Engage interface does not support these selections, which can cause agents to get stuck in "Wrap-up".
Avoid Special Characters: Do not use backslashes (\) in queue names, as this prevents the name from appearing to agents.
Required Escalation Details to Collect
If the steps above do not resolve the issue, please contact 8x8 Support with the following information ready:
Product: Specify that you are using 8x8 Engage.
Environment Type: usage of a Hybrid Tenant (mixing Engage and formal Contact Center agents) or Engage Only.
Impact: Number of users affected and frequency (intermittent or constant).
Software Version: Confirm the version of 8x8 Work (Desktop/Mobile) the agent is using (e.g., v8.26).
Call Examples: For call failures or audio issues, provide:
Time of the call.
Caller Number and Callee Number.
Specific error messages received.
Screenshots: Images of stuck statuses or error banners.