Manage your status during outbound calls
During outbound calls in 8x8 Contact Center, your status changes to Busy or preserves your current status. If you route the call through a queue by selecting an outbound phone code, your status changes to Busy, provided that your contact center administrator has set it up. If you do not route the call through an outbound queue, your current status is preserved. For example, if your status is Available while making an outbound call, and you do not route the call through a queue, 8x8 Agent WorkspaceThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions. leaves your status as Available, offering new incoming phone interactions.
Change your status to busy
Changing your status to Busy during an outbound call requires you to route the call through a queue. This is enabled through outbound phone codes, where each code is associated with an outbound queue. You must be a member of the outbound phone queue, as well as be assigned to the code list.
To change your status to busy during an outbound call:
- In the Control Panel.
Enter a valid phone number in the call box or select a number from the call history drop-down.
Click to open the dialpad and enter a number.
- Click the call icon.
- The first time you dial out, you are prompted to select a reason for the call. Choose a code and select Confirm and dial.
Depending on your phone connection mode, the system dials out to the destination directly or dials out to you first, once answered, dials out to the destination.
Note: The system remembers your selection for future outbound calls. If you wish to change the reason for the call, add the number and click Change to open the predefined list of reason for calling. Choose a code and select Confirm and dial.
Retain your current status
If you do not route an outbound call through a queue, your current status is retained and you are offered new incoming interactions if your status is Available. This is not desirable when you are on another call. To work around the situation, you can follow the suggestions below:
If you are on an outbound call, and 8x8 AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace offers you a new interaction, you can:
- Accept the interaction offered to have 8x8 Agent Workspace place the existing call on hold.
- Reject the interaction offered to have 8x8 Agent Workspace return the new interaction to the phone queue and change your status to Working Offline.
- If you neither accept nor reject the new interaction offered, and the interaction acceptance interval reaches zero, 8x8 Agent Workspace returns the new interaction to the phone queue and changes your status to on Break. The outbound interaction remains active.