What's new in the 8x8 Frontdesk 7.23 release?

In this release of 8x8 Frontdesk, we are introducing the following enhancements:

New option to retrieve calls parked on extensions

As a receptionist, you may need to retrieve a call after parking it on an extension. With this release, you can easily retrieve parked calls using the Retrieve call button.

Let’s say as a receptionist, you receive a call for the Lighting department but all the contacts in the department are busy at the moment. Instead of placing the call on hold or forwarding it to voicemail, you can park the call on a dedicated call park extension while the caller hears hold music. You can then notify the team of the pending call, and when a member of the team becomes available, you can click the Retrieve call button from the left hand-side panel and then transfer the call to the person available to take the call.

Updated color for the call card’s pin/unpin icon

In the 7.21 release, we introduced the option to pin/unpin the call card for the 8x8 Frontdesk desktop application. When pinned, the call card always displays on top of your active applications. To ensure you can easily determine whether your call card is pinned or unpinned, the outline color for the pin icon now displays as:

  • Gray, when the call card is unpinned.
  • White, when the call card is pinned.

Enhanced chat room options

The Create room window, and the Room details window are now updated to optimize ease of use. For information regarding what's new in 8x8 Work for Desktop, refer to the 8x8 Work for Desktop user help.


What's new in the 8x8 Frontdesk 7.22 release?

In this release of 8x8 Frontdesk, we are introducing the following enhancements:

For information regarding what's new in 8x8 Work for Desktop, refer to the 8x8 Work for Desktop user help.

New tooltip for Send to voicemail quick actions

In certain situations, the Send to voicemail quick action is disabled for contacts in 8x8 Frontdesk. To help you understand why you cannot send a call to a contact’s voicemail, the system displays a tooltip when hovering over the disabled Send to voicemail quick action in the contact Directory or on the call card.

When disabled, the tooltip for Send to voicemail displays one of the following notes:

  • Send to voicemail for Contact Center extensions is not possible: Displays when you cannot send a call to voicemail for Contact Center extensions.
  • Send to voicemail for Microsoft Teams contacts is not possible: Displays when 8x8 Presence Sync integration is enabled to prevent an accidental voicemail transfer from 8x8 Frontdesk when your company is using Microsoft Teams voicemail and most employees are using 8x8 Voice for Microsoft Teams.
  • Send to voicemail for non-corporate contacts is not possible: Displays when you cannot send a voicemail to non-corporate contacts.

Contact info card quick actions

You can also access certain quick actions from the contact info card displayed from the Directory or the Members window of a private room. To view the quick actions on the contact info card, click on the contact’s avatar. Depending on the contact type, the following quick actions can be accessed from the contact info card:

  • Quick actions for corporate contacts:
    • Call
    • Meet (not available for deskphones, and accounts with Record all calls for this user enabled in Admin Console)
    • Message
    • Favorite
  • Quick actions for company contacts:
    • Call
    • Message
    • Favorite
  • Quick actions for personal contacts:
    • Call
    • Favorite
    • Edit
    • Delete

New chat option available on the call card for internal calls

You can now initiate a chat with the person on the call directly from the call card by clicking the Chat icon. This option allows you to quickly chat with a caller/callee without having to navigate to the Messages tab.

Note: The chat icon displays on the call card for internal contact calls only after the call is accepted and the Frontdesk tab is not in focus.

Let’s say you receive a call from Robin, an internal contact, who wants to connect with a sales agent. You notify Robin that he’ll be placed on hold while you contact Mel, a sales agent. Mel asks if you know what Robin requires from the sales department in order to transfer him to the correct person. You can now click the Chat icon on the call card to initiate a chat with Robin and ask questions without having to resume the call or navigate to the Messages tab.

Private room enhancements

To help users communicate more efficiently, we are introducing some enhancements to private rooms. For more information, refer to 8x8 Work for Desktop.