Overview
8x8 Frontdesk is an 8x8 Work app tailored
experience that delivers efficiency and productivity for receptionists and
operators handling high call volumes.
Applies To
8x8
Frontdesk
8x8
Work for Desktop
Frequently Asked Questions
Where do I download the new Frontdesk app?
The Frontdesk app is a part of the latest versions of Work
for Desktop and can be downloaded for Windows or macOS. There is no need to
install additional apps, only following the Admin Console web help guide
to Set up 8x8 Frontdesk. Once the setup is complete, the
assigned users will need to restart the 8x8 Work desktop app for the experience
to activate. The Frontdesk tab is not displayed after I log in, what
should I do?
Make sure you logged in with the user that has Frontdesk
enabled in Admin Console and the app was restarted after enabling the
capability.
How do I take breaks when the reception is based on Ring
Groups or Call Queues?
When the operator setup is implemented for a team of
receptionists using Ring Groups or Call Queues, the 'Away from desk' toggle
should not be used. Instead, have the receptionists set their status as
'Do not disturb' when away from desk and back to 'Available' when coming
back. Use the RG or CQ call forwarding rules to achieve an optimal call path
when all operators are busy, and allow operators to manage their availability.
Why is the ‘Away from desk’ list not showing my Call Queues?
When part of Call Queues as a receptionist and need a break
or the day ends, use the Call Queues tab and log out from the queues that route
the calls to you. The ‘Away from desk’ list will filter out all queues where
you are logged in, to prevent creating a loop from the queue back to the queue,
which will cause all queue calls to go directly to Voicemail. Use the ‘Away
from desk’ when you are not part of a workgroup.
Why is the ‘Away from desk’ list not showing some AAs,
RGs or CQs?
The ‘Away from desk’ list is only showing the AAs, RGs or
CQs that are set as ‘Display in company directory’ in their configuration in
Admin Console.
How do I transfer to a PSTN or mobile number?
You can transfer an incoming call to a mobile number by
putting the active call on hold, using the Dialpad icon, and calling the number
from there. When the second call connects you will be able to complete the
transfer. If you have the number saved as a Contact, use the Contacts tab, and
the hover action will allow to Call or Direct or Cold transfer.
As of v7.12, if the Frontdesk directory contacts have
additional numbers (e.g., mobile), quick actions to transfer directly from the
contact details panel will be available.
How can I decline or reject a call using Frontdesk?
As an operator, your Frontdesk interface is optimized to
receive and answer a high call volume of inbound calls. Rejecting calls or
sending them to your Voicemail (like a regular 8x8 Work user, is not a suitable
customer engagement approach). When needing a break, use ‘Away from desk’ or
log out from your call queues.
If you want to deflect calls selectively to an AA or another
service, you can drag & drop the incoming call onto that specific AA,
service or contact directory entry.
Can I use Frontdesk for Conference Calls?
No. Conference calling is not supported with Frontdesk.
I have run into an issue and I need help. What should I do?
If the issue does not block you from delivering your
day-to-day activities, use the Send Feedback option. Our team is
constantly monitoring our feedback queue for items coming in.
Are there any known issues?
Yes, some known issues are present and will be fixed in
upcoming updates.
When
setting greetings on the user’s own number, the greetings are not working
properly. To avoid this, when possible setup the Frontdesk user with its
own personal number and then assign the additional service numbers (site,
main line, etc) where the greetings were set.
When
the receptionist is the one initiating a call and then parking it, the
wrong caller information is shown in the parked monitoring area. Call
parking is available as of v7.12.