Place and receive calls

8x8 Work for Desktop enables you to quickly and flexibly place and receive calls, ensuring that your calling experience seamlessly adapts to your situation. Your call will be intuitive and easy to handle regardless of whether you are making or receiving a call, speaking with a company or external contact, or handling your call from one of several devices.

• Place calls
• Receive calls
• Communicate with your contacts using Video Elevation (Beta)

Place calls

There are several ways to place calls from 8x8 Work for Desktop, to suit where you are in the app at the time. Most of the time, you might place calls from your list of contacts or from the dial pad. By default, you make calls in 8x8 Work for Desktop using your computer microphone and speakers. However, you can dial from 8x8 Work but send the call through your desk phone, your headset, or another available device.

Notes: 
- While on a call, you can quickly switch between the audio devices available on your computer (such as an integrated speaker or paired Bluetooth headset) without the option to switch to your desk phone or an external device, as this would disrupt an active call.
- When an app is in full-screen mode and covers the 8x8 Work for Desktop, the system displays a notification for incoming calls. Users can now accept or decline incoming calls in full-screen mode within another app. In addition, users can view the caller's name and number.

To place a call from the contact directory:

1. Open your list of Contacts .
2. Go to Favorite, Company, or My Contacts.
3. Hover over the desired contact, and click the Phone option that appears to place a call.

To place a call from the dial pad:

1. Open your list of Calls .

2. Click Dial pad to bring up the dial pad.

   Note: While on an active call, you can now paste large numbers copied directly into the keypad when entering an account or phone number into the IVR menu.

3. Dial the desired number, or paste a copied number, to place a call. 8x8 Work for Desktop ignores leading zeroes, spaces, and non-numeric characters (such as the parentheses in a US area code), allowing you to paste and dial E.164-formatted phone numbers.
   Once you place the call, you hear a ringback tone specific to each country while waiting for the call to be answered.
   

Note: If your 8x8 Work for Desktop application window is large enough to support two panes of information side-by-side (also known as Expanded Mode), you can also see which country you are about to call.

If a country has only one time zone, the local time of the country appears as well.

Ability to silence incoming calls

You can now silence incoming calls instantly by clicking the X button on the incoming call banner without declining the call. The call will continue to ring on the caller's side until they hang up or call forwarding rules kick in. The ringtone will stop playing immediately, and the incoming call banner will be dismissed automatically, giving you a more seamless and distraction-free experience. The call will continue to ring on the caller's side until they hang up or call forwarding rules kick in.

Receive calls

Note: If you are in an 8x8 meeting when you receive a call, the incoming call notification shows up without ringing audibly to avoid interrupting your meeting.

Upon receiving a call in 8x8 Work, a Call Control notification will appear as a banner within the app or as a pop-up card on your screen if the app is minimized and this feature is enabled. The notification will present the Caller ID and number, show which number or queue the call is coming from, and provide options to accept or decline the call:

• Click Accept to take the call and begin speaking.
• Click Decline to decline the call and send it to voicemail.

• Note: When receiving a call through 8x8 Contact Center, the incoming call notification is displayed. The agent now only sees the Answer . The expert connect/transfer calls controls are no longer displayed.

As a member of a ring group, auto attendant, or call queue, you can discern whether you are receiving a call for yourself or on behalf of your work group.

Note: Ring Groups show information based on the settings configured by the admins in the Ring Group Caller ID section of the 8x8 Admin Console. To view your personal or company contacts upon receiving a call, you must enable the Resolve Ring Group calls against available Contacts option. This setting also influences how ring group calls are displayed in 8x8 Work for Mobile.

Call Control card

During a call, a Call Control notification will appear as a banner within the app or as a pop-up card on your screen if the app is minimized and this feature is enabled. The notification will present the Caller ID and number, show which number or queue the call is coming from, and provide options to accept or decline the call:

During a call, the Call Control pop-up card provides several options:

• Click Message to start a conversation with the person you are interacting with without needing to go to the Messages tab. The chat icon will appear on the call card for internal contacts only after the call is accepted.
• Click Hold to put the call on hold. Click again to revert.
• Click Mute to mute the call. Click again to revert.
• Click Video to start a video call with the person you are interacting with without needing to go to the Meetings tab. The video icon will appear on the call card for internal contacts only after the call is accepted.
• Click Go back to return the focus back to the main page of the 8x8 Work app. Click again to revert.
• Click End to conclude the call.

Note: While in an internal call, you can 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. The chat icon displays on the call card for internal contact calls only after the call is accepted.

To enable the toggle to synchronize ring group calls with your available contacts:

1. On the navigation menu, click Settings > Contacts.
2. Toggle on the Resolve Ring Group calls against available Contacts.

You can enable or disable your incoming call pop-up notification in your notification settings.

In addition, once a call is accepted and the Calls tab is not the active screen, you can now drag the active call control card across the app screen and reposition it as desired.

On the 8x8 Work for Desktop app, you can:

• Drag and drop the call control card anywhere on the screen, within the app screen, or onto other apps.
• Pin or unpin the call card. Click from the in the upper-right corner of the call control card ensuring that it always displays on top of your active apps. Click again to unpin it.

On the web application, you can drag and drop the call card anywhere within the browser window.

Note: The call control card can be repositioned even while it is pinned. It will remain displayed in the pinned location until it is unpinned.

Communicate with your contacts using Video Elevation (Beta)

Video Elevation is an integrated solution that allows 8x8 Work for Desktop regular users to establish a one-way video connection while on a call with an external number.

With this feature, you can switch from a phone interaction to a one-way video interaction with a few clicks. This new feature ensures you can get a clear visual of the contact’s problem by extending a video call invitation to gather all necessary information for a quick call resolution. The contact can simply click the link received from you via SMS to establish the video connection without having to install any software.

NoteNote: The live video feed provided by the customer is exclusively accessible to the agent and the customer. The customer cannot view the agent during the video interaction..

To use Video Elevation during a call with an external number:

1. Place a call from the dial pad to an external number.

2. During the call, click Video invite to switch your call to a video meeting:

   

3. In the Video invitation via SMS window, enter the contact number for the video invitation. Let the contact know they will receive a link via SMS, which they should click to join.

   

4. Once the contact accesses the link, the call will be upgraded to a one-way video meeting. Customers can quickly establish a video connection by clicking the link via SMS without any software installation.