Help center

View helpful articles, tutorials and FAQs on the set-up and configuration

of the FocalScope omnichannel suite, according to best practice.

"The phone has already been taken by another agent."

Error Message

Users hear "The phone has already been taken by another agent." when attempting to login to a phone.


Another extension is already logged into the phone.


Ask the user to logout the phone by dialing 778. Once done ask the user to login again by dialing 777 followed by Extension number followed by #

Administrator can verify the agent and device status on the Agent page in Focalscope.

Support Escalation 

When escalating to Administrator/Support Team, please provide the details below:

Users with no access to Focalscope

Error Message: Anonymous Calls are not allowed.

Date of login: 

Time of login:

Ext attempted the login:

Steps taken and at what point it was unsuccessful:

Users with access to Focalscope

Simply provide the Call ID of the attempt.

Let us help

If you have any questions, or need further support, please don’t hesitate to reach out.