Handle calls

8x8 Phone App for Microsoft Teams gives you a flexible PSTN calling experience and enables you to call contacts directly from the contacts list using the green call button . You can also place PSTN calls to external contacts using the dial pad.

Note: Your calling number is listed at the bottom of the dial pad.

Place calls

As an 8x8 Phone App for Microsoft Teams user, you can place PSTN calls to external users. The call experience includes two legs—an inbound call which you answer, followed by the outbound call to the destination party.

Note: 8x8 Phone App does not support Teams-to-Teams calling and does not retrieve contacts from the Global Address List within your organization.

To call an external user:

  1. Go to Phone App > Dial Pad, and manually enter the phone number in the dial pad.

    2. -OR-

    Go to the Search Contacts section, and search for the desired contact.

    Note: You can also call numbers you previously contacted from the history section.

  2. Click the green call button .
  3. From the call card that displays, click Accept with audio .
    The call is then dialed out and a pop-up call window displays on the screen.
  4. Minimize the pop-up call window until you are ready to leave the call.

    5. Warning: When in an active call, holding/resuming the call and/or transferring the call to a PSTN phone number must be performed from the Active calls section, not from the pop-up call window. Managing the call within the pop-up call window causes connectivity issues.

  5. When you are ready to leave the conversation, maximize the pop-up call window, and click Leave.

Active calls are listed in the Active Calls section of Phone App.

You can only receive two calls at a time—one active call, and a call on hold. When in an active call, if you are offered another call and you answer, the first call is automatically placed on hold.

To call another Microsoft Teams user via the 8x8 Phone App, you must meet one of the following conditions:

  • You know their assigned phone number—manually enter it in the Phone App’s dial pad to place a call.
  • You have the Microsoft Teams user's phone number or extension saved in your Outlook/Exchange contact directory.
  • You had a previous inbound/outbound call with that user via Phone App, so you can quickly redial it from the history section.

Note: 8x8 Phone App does not support Teams-to-Teams calling and does not retrieve contacts from the Global Address List within your organization.

Receive calls

When you receive a call in Phone App, you are notified via a call card that displays on the screen. The call card displays the caller’s phone number, and the caller’s name if the number already exists in your contacts list.

When you receive a call, you can:

  • Accept with audio: You can begin speaking with the caller.
  • Decline call: The call is sent to voicemail.

    • Note: To access voicemails, go to Calls > Phone > History > Voicemail. To call back, you must return to Phone App.

Place a call on hold

Warning: When in an active call, holding/resuming the call and/or transferring the call to a PSTN phone number must be performed from the Active calls section, not from the pop-up call window. Managing the call within the pop-up call window causes connectivity issues.

To place an active call on hold in Phone App, go to the Active calls section, and select Hold. The caller/callee is placed on hold while hold music plays.

When you are ready to resume the call, click Resume from the Active calls section.

Transfer calls

Warning: When in an active call, holding/resuming the call and/or transferring the call to a PSTN phone number must be performed from the Active calls section, not from the pop-up call window. Managing the call within the pop-up call window causes connectivity issues.

Let’s say you receive a call intended for a specific member of your department; you can simply transfer the active call to another colleague.

To transfer a call:

  1. While on an active call in Phone App, go to the Active calls section.
  2. Click Transfer next to the caller/callee you wish to transfer.
  3. Type the number of the person you wish to transfer the call to. As you type, the search results for contacts narrow down in a list below the search box.
  4. After typing in the number or selecting a contact from the list, click Transfer.
    The call transfers and you are disconnected from the call.

Note: Warm transfer is not supported in the 8x8 Phone App.

Track call history

Your recent PSTN call logs are listed in the bottom section of the Phone App. You can select:

  • All: View all calls.
  • Incoming: View only inbound calls.
  • Outgoing: View only outbound calls.
  • Missed: View only missed calls.
  • Search History: Search for a name or phone number in your call log. As you type, the search results for contacts narrow down in a list below the search box. If your search doesn’t generate any results, the system displays No Records Found in the list.

Click the green call button next to the contact to place a PSTN call from the call history section.