How to Use 8x8 Work for Desktop as a Softphone with 8x8 Contact Center

How to Use 8x8 Work for Desktop as a Softphone with 8x8 Contact Center

Objective

Use 8x8 Work for Desktop as a softphone for 8x8 Content Center.

Applies To

  • 8x8 Contact Center
  • 8x8 Work for Desktop
  • Softphone

Procedure

8x8 Work for Desktop is available as a softphone option for 8x8 Contact Center. This allows the agent to use 8x8 Work for Desktop instead of a physical phone. Calls to the user's extension can be directed to 8x8 Work for Desktop.

Before you begin, ensure that your system meets the X Series Technical Requirements.

Things to Know

  • Dedicated Agent Extension Mode cannot be used while using 8x8 Work for Desktop as a softphone.
  • You must have a 8x8 Contact Center license and a 8x8 Work license in order to use 8x8 Work for Desktop as a softphone.
  • Users log in to 8x8 Work and 8x8 Contact Center with the same credentials.
  • Check that the Interaction Time Out in 8x8 Contact Center is shorter than the delay in Call Forwarding Rules before the call is routed to voicemail in 8x8 Work.
    • If the delay in Call Forwarding Rules is longer than the Interaction Time Out, then callers that are routed to voicemail are never routed back to the Call Queue.
  • Presence is not synchronized between 8x8 Work for Desktop and 8x8 Contact Center. If an agent is Available in 8x8 Contact Center then they will still be eligible to receive 8x8 Contact Center calls even if their status is Busy or Do Not Disturb in 8x8 Work for Desktop. (In the latter case, the call will be routed to the user's 8x8 Work for Desktop voicemail.)

Configure an 8x8 Contact Center Agent User Profile

Before you add an agent with a 8x8 Work for Desktop softphone, you need to claim a phone number for their VCC account.

  2. Click Users.
  3. Click Create User.
  4. Fill in the required information:
    • First name 
    • Last name
    • Email 
    • Username
    • Site
  5. Under Services and Permissions, select the desired VCC Contact Center seat.
  6. Click + next to the license to add another service. 
  7. Select an available X Series license from the drop-down menu. 
  8. Select a phone number from the Phone Number drop-down.
  9. Enter an Extension Number or accept the default number provided.
  10. Set Device to None. 
  11. Under Virtual Contact Center (VCC) Agent Settings, click Suggest to generate an extension number.
  12. Click Save. 

Set up 8x8 Work for Desktop as a Softphone in 8x8 Contact Center

  1. Log in to Configuration Manager for Contact Center.
  2. Select Agents.
  3. Click Edit to the right of the designated user.
  4. Click the Phone tab.
  5. Enter the user's full 8x8 Work phone number as their Workplace Phone.
  6. Click Save.

Usability

  • Agents must set their status to Available to make and receive calls in their assigned queues in 8x8 Contact Center.
  • Agents must put calls on hold in 8x8 Contact Center so that the transaction details will be visible. 
  • Agents must transfer calls in 8x8 Contact Center or the calls will be dropped on the 8x8 Contact Center side.

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