Place call to agents (users)

  • 8x8 Contact Center agents can call another agent by entering their full phone number in the Phone tab, or by selecting the menu option in the AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Status tab.
  • Users of 8x8 Contact Center Unified Login can call another agent by entering their full phone number or a system-assigned PBX extension number in the Phone tab, or by selecting the menu option in the Agent Status tab.

  • Users of 8x8 Contact Center Unified Login and 8x8 Work can call another agent by entering their full phone number or a system-assigned PBX extension number in the Phone tab, by selecting the menu option in the Agent Status tab, or by locating the agent's extension number in the Directory tab.

    Note: You need to be part of the same functional group to be able to see and call another agent. However, supervisors can see and call the agents of other groups.

    Note: All agent-to-agent dialing requires the right settings in Dial Plans.

  1. In the 8x8 Agent ConsoleClosed8x8 Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions., open the Phone tab.
  2. Enter the agent's PBX extension number (for users of 8x8 Contact Center Unified Login and 8x8 Work), or full telephone number in the entry box.
  3. Click Dial.
    The call is established.
    See Transfer Phone Interactions to Another Agent if you like to transfer the call.
  1. In the 8x8 Agent Console Control Panel, go to the Status > Agent Status tab from the Two Tabs view.

    Note: The view in the Status tab changes depending on whether you choose to view in One Tab or Two Tabs.

  2. Find the agent in the list, and left-click.
    A menu appears.

    Note: The list of agents can also be accessed from Phone and Chat tabs. Go to Phone > Agents or Chat > Agents to see them.

  3. Select Make a call from the menu options.
    A call is established to that agent.
    See Transfer Phone Interactions to Another Agent if you like to transfer the call.
  1. Open the Directory tab.
  2. Locate the user you want to call. You are able to view and call all extension numbers in your phone system.
  3. Click the user's extension number.
    The call is established.

Handle call center traffic via a dedicated desk phone. 8x8 Contact Center agents can now be assigned with a dedicated desk phone. These dedicated extensions are meant exclusively to handle inbound and outbound call traffic for agents. You cannot receive, place, transfer, or conference calls using the extension by itself. This helps to track and monitor contact center traffic.

Note: 8x8 Contact Center dedicated extensions do not support emergency calling.

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