Objective
Route calls to a specific agent.
Applies To
8x8 Contact Center
Configuration Manager for Contact Center
Extensions
Resolution
Use 8x8 Contact Center script Direct Agent Routing objects.
Adjust the Agents' Settings
Log into Configuration Manager for Contact Center.
Select Users/Agents.
Edit the desired agent.
On the Phone tab:
Select Enable in IVR
Select Enable agent voicemail
Click Save.
Configure a DID Script
Log into Configuration Manager for Contact Center.
Select Scripts.
Click Add new phone script.
Name the script.
Select Copy script from, select Agent DID script.
Click Save.
Under MainIVR, add Transfer to Agent.
Note the options for Transfer to agent even if the status is.
Busy
On break
Working offline
Logged off
If these options are selected, the call will be offered to the agent's even though the agent is Busy, On break, Working offline, or Logged off
If these options are not selected, then add call routing for them
Example
Click Busy > Add.
Insert Object > select Transfer to Agent Voice Mail.
Fill in the Object tag as desired.
Select either a Personal Invite or Impersonal Invite.
Click OK.
Repeat for the other options as desired.
Set the script as the Default DID.
In the Script list, select the radio button for Default DID for the script.
Click Save.
Additional Information
Question: How do I locate the direct dial number for an extension in the 8x8 Contact Center?
Answer: The Contact Center does not have direct dials for extensions. However, you can assign a channel and have that route to an agent. See online documentation: Direct Agent Routing.