What’s new in the 8x8 Frontdesk 7.13 release?

In this release, we have enhanced call parking and call management by offering the following new capabilities to the receptionist:

  • Private parking
  • Park for a specific contact
  • Park on reserved extensions
  • Ability to share notes

Call parking enhancements

in this release, we are introducing the ability to park for self, park for a specific contact, and park on a reserved extension.

Private call parking

With private call parking, you can park a call for self to be retrieved later. Let’s say, as a receptionist, you have multiple incoming calls, simply accept a call, park it for private access, and retrieve it at your earliest convenience. Placing a call on hold limits your ability to process multiple calls simultaneously.

To park a call privately:

  1. Log into 8x8 Frontdesk.
  2. Upon receiving an incoming call, accept the call.
  3. Click P to park the call. A menu drops-down with two choices. Select to park for me:

    • For me: Parks the call for me to retrieve later
    • For everyone: Parks the call for anyone in the company to retrieve later.
  4. The call parks and displays the parked extension along with the total call duration and parking duration.
  5. Click to retrieve the parked call at any time before it automatically bounces back to the extension that parked the call initially.

Note: Parked calls bounce back automatically after a pre-configured time (default is five minutes).

 

Park a call for a specific contact

Let’s say you have received a call for a specific contact, Melisa, who is currently busy. Instead of placing the call on hold and transferring later, park the call for Melisa, copy the parking information, and share it with the contact. Melisa can simply click the parking extension link in her chat to retrieve the call.

Note: Calls parked for a specific contact cannot be retrieved by anyone other than the contact.

To park a call for a specific contact:

  1. Upon receiving an incoming call, accept the call.
  2. Search for the desired contact in the directory, hover over the quick actions and click P to park the call for the contact.

  3. In the notification that flashes, click Copy extension message to copy the callee information along with the parking extension info. For example: You have a call from John Smith +12029720622 on Extension tel:461
  4. OR In the monitoring window, hover over the parking duration info and click to copy and share it with the contact via chat.
  5. Share the parked call information with the specific contact via chat.

Note: Parked calls bounce back automatically after a pre-configured time (default is five minutes).

Retrieve a parked call from chat with the receptionist

As the contact for whom the call is parked, you can retrieve the parked call with a simple click.

To retrieve a parked call:

  1. As an 8x8 Work user logged into 8x8 Work for Desktop app, simply click the parking extension information shared via chat.
  2. It dials the parking extension number to connect you to the call.

Park a call on a reserved extension

Let’s say your company has reserved call park extensions for specific departments such as Sales or Support. As a receptionist, You can now park an active call on the reserved extension using 8x8 Frontdesk. If the reserved call park extension is assigned to a BLF (Busy lamp field) key on a hard phone, users monitoring this extension see the BLF key light up indicating a parked call. They can simply press the key on the shared device to retrieve the parked call. This way, they do not need to fetch the parking extension number for every call parked.

To park a call on a reserved call park extension:

  1. Accept an incoming call in 8x8 Frontdesk.
  2. Search and find the reserved extension by name, number, or function.
  3. Hover over the quick actions and click P to park the call on the reserved extension.
    A notification displays the call parking information.
  4. If the call park extension is assigned to a BLF key, the key blinks indicating the parked call. As a call park extension user, simply press the BLF key to retrieve the call.

Note: Parked calls bounce back automatically after a pre-configured time (default is five minutes).

Ability to share notes

Let’s say you have attached notes to specific contacts such as ‘Busy with a demo till noon’ alerting about their availability. When you receive a call for them, you can inform the caller about their availability and direct them to voicemail or ask them to call back. You can now share these notes with other receptionists in your company as well as access notes attached to contacts by other receptionists.

What’s new in the 8x8 Frontdesk 7.12 release?

In this release, we are introducing the following new features and enhancements for 8x8 Frontdesk:

Check out the features and enhancements introduced in 8x8 Work for Desktop.

Park calls

Call Parking allows you to park the call in its very own automatically-numbered parking space temporarily until retrieved. As a receptionist, you may need to receive and transfer multiple calls at a time. With the ability to park calls, you can now simply accept a call and park them to be retrieved by the desired party. Copy the parking information such as the parking extension number and share them with the desired party via chat or paging service. This helps in smooth handling of calls and offers better calling experience. Parked calls appear in the held calls list.

You can park calls as follows:

  • Public parking
  • Private parking
  • Park for a specific contact
  • Park on a reserved extension

Public call parking

To park an incoming call:

  1. Log into 8x8 Frontdesk.
  2. Upon receiving an incoming call, accept the call.
  3. Click to park the call. A notification with the parking extension number displays along with a link to copy this information.
  4. Click Copy extension message to copy the caller information along with the parking extension info. For example: You have a call from John Smith +12029720622 on Extension tel:461

    Note: You can also copy the extension message by hovering over the parked call and clicking .

  5. Find the desired contact from the directory, paste the parked call information via chat.

Note: Parked calls bounce back automatically after a pre-configured time (default is five minutes).

To retrieve a parked call:

  1. As an 8x8 Work user logged into 8x8 Work for Desktop app, simply click the parking extension link shared via chat.
  2. It dials the parking extension number to connect you to the call.

Enhanced ability to transfer calls to external numbers

When a contact has additional numbers (e.g. mobile) listed in the contact details, hovering over those numbers allows cold or warm transfer similar to the quick actions for the user's extension. Let’s say John is out of the office and wishes to be reached only on his mobile phone, as a receptionist, you can now transfer John’s calls to his mobile phone with a simple click. No more copying and pasting the number and initiating the call from the dialpad. Simply hover over the choices for blind or warm transfer.

Ability to merge two inbound calls

Having two inbound calls, one active and the other held, it's now possible to merge the calls by dragging the held call onto the active call. This allows transferring the active call to the held call. Simply drag and drop the held call onto the active call and then click to transfer the call.