Unable to Transfer a Call or Call the Channel Number in 8x8 Agent Workspace

Symptom

Agents are not able to call the channel number.

Applies To

• Agent Workspace

• 8x8 Contact Center

Resolution

1. Log in to Analytics for 8x8 Contact Center.

2. Go to Details Report and select Interactions.

3. Filter for the Channel name you are trying to call.

4. Open the call flow by clicking the Eye symbol.

5. Check if the ANI Object is terminating the call.

6. If the ANI is blocking the call, check if the customer record for the number existed with the Number as Blocked.

   

Cause

The CLI number for the agent calling is blocked under customer records.

Additional Information

For more information on accessing call flow see Access Interaction flow.