When you receive a call in the 8x8 Work for Mobile app, a notification appears as a banner, which displays the name of the call queue and prompts you to accept or decline the call. You can:

• Answer the call and see the caller’s phone number and the name of the call queue.

Decline the call and this one goes back to the queue for the next available 8x8 Engage user.

Notes:
- If you reject or miss the call, the call goes back to the queue, and you are put back to Available status after 10 seconds.
- While waiting in the queue, a callback option may be offered to the customer if configured by the admin can offer a callback to the customer.
- If no agents are available to answer the call, a warning displays to caller.

Customer engagement specialists can pause or resume their Contact Center (CC) queues in 8x8 Engage and 8x8 Engage whenever necessary. When your queues are paused, customers will not receive any queue calls and cannot take any action on the queues.

To pause/resume CC queues for engagement specialists - XF Worspace and Engage:

1. Log in to 8x8 Work for Mobile.

2. Swipe up or tap My Queues at the bottom of the main screen.

3. On the My Queues screen, click Pause queues , click Break (for iOS only)and select a reason: Work offline or Break.

4. Optional: Click near the selected reason for pause and choose another one if necessary.

5. Your queues are currently disabled, and you cannot act on them. You will only receive calls once you resume them. A timer in the screen's upper-right corner shows the paused time until the queues are resumed.

   Note: When the My Queues section is collapsed, the counter still displays on the right side of the My Queues section.
   

6. Click Resume queues to enable your queues and start receiving calls again.

   When you resume the queues, the counter will no longer be displayed. Your queues are enabled, and you can receive calls again or search for, enable, or disable queues.

   On Android devices

   On iOS

While in a queued call, you can transfer the call to another extension or an external phone number. You can choose warm transfer or cold transfer. With warm transfer, you announce the call to the person you are transferring the call to. With a cold transfer, you send the call directly to the extension without announcing it.

To learn more about how to transfer a call in 8x8 Work for Mobile, see 8x8 Work for Mobile—About phone calls, the How do I transfer a call? topic.

To perform a warm transfer from the call screen:

1. While on a call, notify the other party that you will transfer them to a colleague.
2. Tap Transfer and select Warm Transfer to place the other party on hold and bring up a list of contacts.
3. Select a favorite or suggested contact from the list, enter the contact name you want to transfer to and confirm.
4. When the contact picks up, notify them that you are about to transfer a call to them.
5. Tap Handover to remove yourself from the call and transfer the other party to the contact you spoke to.

To cold-transfer a call:

1. While on a call, notify the other party that you will transfer them to a colleague.
2. Tap Transfer and select Cold transfer to bring up a list of contacts without placing the other party on hold.
3. Select a favorite or suggested contact from the list, or enter the contact name you want to transfer to and confirm.
4. You are disconnected from the call, and the contact you selected receives a call from the other party.

As a customer engagement specialist (8x8 Engage or 8x8 Engage user), you can now transfer an informal Contact Center (CC) call to any enabled CC queues.

The Contact Center (CC) transfer process is only activated for engagement specialists and is triggered when the call originates from a specific CC queue (identified by its queue name). During the transfer process, the user has various options, including transferring the call directly, initiating a warm transfer, or choosing from a list of other available queues to transfer the call to.

To transfer an informal Contact Center call to a queue:

1. While on a call, notify the other party that you will transfer them to a colleague.
2. Tap Transfer and select Transfer to queue to bring up a list of queues without placing the other party on hold.
3. Select a favorite or suggested queue from the list, or enter the queue name you want to transfer to and confirm.
4. The queue transfer has been processed, and you have been disconnected from the call. The contact you selected receives a call from the other party.

To learn about managing phone calls in 8x8 Work for Mobile, see 8x8 Work for Mobile - About phone calls.