---
title: "Why is an agent engaged in an internal call offered an external call ?"
slug: "why-is-an-agent-engaged-in-an-internal-call-offered-an-external-call"
updated: 2026-08-25T17:52:18Z
published: 2026-08-25T17:52:18Z
canonical: "help.8x8.com/why-is-an-agent-engaged-in-an-internal-call-offered-an-external-call"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Why is an agent engaged in an internal call offered an external call ?

## Question

Why are agents offered external calls when they are on internal calls?

## Applies to

- 8x8 Contact Center

## Answer

This is expected behavior. An external call will always take priority over an internal call. When on internal calls, the agent's status doesn't automatically switch to Busy. To avoid getting external calls, the agents have to manually toggle their status to Working Offline.