What's new in November 2025?
In this release, we have introduced the following enhancement:
Support for 8x8 Engage in the 8x8 for Microsoft Teams app
8x8 customers who use Microsoft Teams can now access 8x8 Engage directly within their 8x8 for Microsoft Teams app (8x8 Teams app). With 8x8 Engage in Microsoft Teams, you can stay organized, respond faster, and improve the customer experience without switching apps.
Note: 8x8 Engage is only available in the 8x8 Teams app if your administrator has enabled it for your user account.
Benefits
- Faster response: Manage 8x8 Engage conversations directly in the 8x8 Teams app without switching apps, reducing response time.
- Integrated communication tools: Access 8x8 Work features like SMS, team messaging, meetings, etc, without leaving the 8x8 Teams app.
- Real-time status tracking: Monitor the availability of 8x8 Engage users and queues to make informed routing decisions and improve response times.
Requirements
- 8x8 Engage license
- Microsoft Teams license
- Access to 8x8 Admin Console (admin only)
- Access to the Microsoft Teams Admin Portal (admin only)
For more information on enablement, see how to enable 8x8 Engage in the 8x8 for Microsoft Teams app.
Known issue
Signing out of the 8x8 Teams app doesn’t remove you from call queues. As a result, you may still receive queued calls even after logging out. To prevent receiving queued calls after logging out, set your status to On break or deselect the queue(s) and click Save before signing out.
Set up 8x8 Engage in the 8x8 for Microsoft Teams app
As an admin, you can enable 8x8 Engage in the 8x8 for Microsoft Teams app (8x8 Teams app) to help specialists manage customer conversations and collaborate with teammates.
To learn how to enable 8x8 Engage in the 8x8 Teams app, see Enable 8x8 Engage in the 8x8 for Microsoft Teams app.
How does the presence status reflect across the apps?
The 8x8 Presence Sync enables the integration of Microsoft Teams Presence into your 8x8 applications, as well as the presence status of 8x8 users who are on active calls into the Teams environment.
Important: To ensure accurate presence status for 8x8 Engage users, admins must enable one-way presence sync with Microsoft Teams during 8x8 Engage deployments. To learn how to enable Presence Sync, see this 8x8 Support article.
The table below indicates how presence is mapped for users of 8x8 Engage in Microsoft Teams.
| Microsoft Teams status | 8x8 Work/Analytics for 8x8 Work status | 8x8 Supervisor Workspace/8x8 Analytics for Contact Center status | Observations |
|---|---|---|---|
| Offline | Offline | Offline |
The status changes to Offline a few minutes after signing out of both Microsoft Teams and the 8x8 for Microsoft Teams app. Note: To prevent queued calls from being offered, set your status to On break or deselect the queue(s) and click Save before signing out. |
| Available | Available | Available | |
| Busy | Busy | Available | |
| Do Not Disturb (DND) | DND | Working offline | |
| Be Right Back | Away | Available | |
| Appear Offline | Appear Offline | Available | |
| Away | Away | Available | |
| Available (Out of Office) | Available | Available | |
| Out of Office (Purple) + Logged Out | Offline | Offline | You must log out of both Microsoft Teams and the 8x8 for Microsoft Teams app to prevent calls from being offered. |
| Busy (Out of Office) | Busy | Available | Direct DID calls are still offered. |
| On Call | On Call | Working offline | |
| On Call (Queue call) | On call | Busy | Indicates an active Contact Center queued call. |
| In a Meeting (Meet now) | On call | Working offline | |
| Busy (scheduled meeting, not joined) | Busy | Available |
Tip: To avoid receiving queued calls after logging out, set your status to On break or manually deselect your queues and click Save before signing out.
What's new in September 2025?
We have introduced the following enhancement:
Real-time Queue metrics in 8x8 Engage with 8x8 Frontdesk
8x8 Contact Center Queue metrics are now available as columns in 8x8 Frontdesk for customers that use 8x8 Frontdesk in addition to 8x8 Engage.
The following new metrics are now available:
- Agent enabled
- Active calls
- Incoming calls
This update provides agents with instant visibility into queue status for faster transfers and better call prioritization.
For enhancements introduced prior to this release, see our list of previous releases.
