Configure phone settings

8x8 Contact Center administrators can define agent workplace phone settings and outbound calling preferences, and specify direct agent access details and call recording settings in 8x8 Configuration Manager via Users > Phone.

The following table summarizes the Phone settings categories:

Phone Settings Category	Description
Use Agent Workspace	Click Use Agent Workspace to enable the selected user to answer calls in the 8x8 Agent Workspace app directly from the browser without leaving the app. If the agent you selected has no active license, the Use Agent Workspace option is disabled. When using the 8x8 Agent Workspace softphone feature, agents are not required to log in to their 8x8 Workapp to answer calls in 8x8 Agent Workspace. Pre-Requisite: Agents must have an 8x8 Work license assigned to their profile. Admins can enable 8x8 Agent Workspace softphone capability only for agents having an 8x8 Work license assigned to their profile. If the agents do not have an 8x8 Work app license, this option is disabled, and the admin cannot enable it for those agents. Admins can activate the option for specific agents from the 8x8 Configuration Manager app. Agents can enable this option from their profile page from the 8x8 Agent Workspace app. After admins enable the 8x8 Agent Workspace softphone feature, agents must configure their microphone in the browser and adjust the volume to improve the audio experience. In addition, they can configure the interaction sound and allow browser notifications as needed. To learn how to enable this feature by agents directly from 8x8 Agent Workspace, click here.
Workplace	Enter the agent's Workplace phone or Workplace SIP URI at which agent wishes to be reached. An agent requires a standard wired, cellular, or VoIP phone to process phone interactions. The workplace phone number can be set to any dedicated extension number or a DID number as needed. The workplace phone cannot be set to any channel numbers in the tenant except a 8x8 Contact Center dedicated extension number. The workplace SIP URI is used when the agent has a soft phone approved by 8x8 installed on their workstation. Note that the agent's extension number appears in the Workplace Phone field when you first assign an extension to a user. You can also control the ability of agents to change their phone number or SIP Phone URI from the Profile tab in 8x8 Agent Console. The agents are granted the permission to change their workplace phone or SIP URI by default.
Outbound Calling	Outbound Calling preferences let you select a dial plan per agent to translate outbound dialing numbers. It allows you to define a custom Calling Line ID for all calls placed by the agent.
Agent Access Number and Voicemail	The settings allow you to activate direct agent access for an agent, enter an extension number to reach an agent directly by passing the IVR, and activate the agent's voicemail.
Automatic Call Recording	If call recording is permitted for the tenant, you can specify the desired percentage of inbound, outbound, and direct agent access calls to record.
Agent's Recording Controls	These settings determine whether or not an agent can record calls. Note: As the 8x8 Contact Center administrator, you can choose to stop call recording on the third-party transfers when your last contact center agent leaves the call. This setting is enabled at the tenant level and cannot be modified per agent. Contact 8x8 Support to enable the feature and for more information. For details see Control call recording on third-party transfers.
Channels and Scripts linked to this Agent	Presents the channel and script information linked to the agent. For a dedicated extension such as 3002, both Public Number and PBX Numbers are populated. However, if the extension number is a virtual extension such as 6002, only the PBX number gets populated since there is no corresponding DID assigned to this extension number.

To configure phone settings:

1. From the Configuration Menu, open Users.
2. Click to edit an agent's account.
   

3. Enter or select the desired settings from the available options.
   The following table summarizes the options under Users > Phone:

   Phone Tab Option	Description
   Workplace
   Use Agent Workspace	Click Use Agent Workspace to enable the selected user to answer calls in the 8x8 Agent Workspace app directly from the browser without leaving the app. If the agent you selected has no active license, the Use Agent Workspace option is disabled. When using the 8x8 Agent Workspace softphone feature, agents are not required to log in to their 8x8 Work app to answer calls in 8x8 Agent Workspace. Pre-Requisite: Agents must have an 8x8 Work license assigned to their profile. Admins can enable 8x8 Agent Workspace softphone capability only for agents having an 8x8 Work license assigned to their profile. If the agents do not have an 8x8 Work app license, this option is disabled, and the admin cannot enable it for those agents. Admins can activate the option for specific agents from the 8x8 Configuration Manager app. Agents can enable this option from their profile page from the 8x8 Agent Workspace app. After admins enable the 8x8 Agent Workspace softphone feature, agents must configure their microphone in the browser and adjust the volume to improve the audio experience. In addition, they can configure the interaction sound and allow browser notifications as needed. To learn how to enable this feature by agents directly from 8x8 Agent Workspace, click here.
   Workplace phone	If the agent uses a standard wired or cellular telephone, then in the Workplace phone enter the full telephone number. 8x8 Contact Center uses that number to connect Phone interactions to the agent's telephone: In the United States, phone numbers must be 1+(three-digit area code)+(seven-digit phone number). When typing numbers in 8x8 Agent Console text entry areas, always preface the area code with 1. Note: The NANP dial plan translates phone numbers without the prefix as well. Outside the United States, phone numbers must be (Country Code)+(phone number). If enabled by the administrator, agents may use the My Profile tab in 8x8 Agent Console to change their phone number later.
   Workplace SIP URI	If the agent uses a VoIP telephone, then in the SIP phone URI text entry area, type the VoIP phone's full URI. 8x8 Contact Center uses that URI to connect phone interactions to the agent's VoIP telephone. If enabled by the administrator, agents may use the My Profile tab in 8x8 Agent Console to change their phone number later.
   Allow agent to change phone Number	Control agents' ability to change their phone number. If selected, agents can change their workplace phone number in the My Profile page of 8x8 Agent Console.
   Allow agent to change SIP Phone URI	Control agents' ability to change their phone number. If selected, agents can change their SIP Phone URI phone number in the My Profile page of 8x8 Agent Console.
   Display customer CLI when call offering	Control if the corresponding customer phone number (CLI) will be displayed when offering a call to the configured workplace phone.
   Allow agents to change status in Emergency mode	Control when agents' status changes while in Emergency mode. You can prevent agents from automatically entering Lock mode after initiating an emergency call. This setting ensures that agents who make emergency calls on behalf of others can quickly return to their regular workflow. For more details, see Set up Emergency Lock mode.
   Outbound Calling
   Outbound Phone Codes	By default, an agent inherits the Outbound Phone Code List assigned to the group they belong to. You can change the selection here.
   Calling Line ID	Select an Outbound Phone Code list or None from the drop-down menu to indicate a calling Line ID for outbound calls. Select a Calling Line ID for all outbound calls placed by the agent. You can select from: Channel numbers Agent's phone number Anonymous Note: The agent's Calling Line ID is overridden by Calling Line ID set by Outbound Phone Codes.
   Dial Plan	Choose a Dial Plan to translate outbound dialing numbers. Select from the International Numbering Plan, North American Numbering Plan, or any custom plan defined for the tenant. For details on dial plans, refer to Understand Tenant Dial Plans.
   Agent Access # and Voicemail
   Primary Agent Directory Number	The field is automatically populated with the agent's extension number.
   Enable in IVR	If enabled, allows the agent extension number to be recognized in the IVR during a Menu or Get Value input operation. You can reach the agent directly by entering a two- to eight-digit extension.
   Enable Agent Voicemail	If enabled, activates an agent's voicemail and routes direct agent access calls to the agent's voicemail if the agent fails to accept an interaction within the interaction offer timeout period. 8x8 Contact Center uses the email address specified under Agents > General to email Direct Agent Access voicemails to the agent. Note: If the agent's telephone has a private voicemail box, ensure that the 8x8 Contact Center voicemail timeout threshold occurs before the agent's voicemail box seizes the call.
   Automatic Call Recording
   % of inbound/ outbound/ direct agent access calls	% of inbound calls: Specify the percentage of automatic call recording for the agent. Enter a percentage of inbound calls. % of inbound calls: Specify the percentage of automatic call recording for the agent. Enter a percentage of outbound calls. % of direct agent access calls: Specify the percentage of automatic call recording for the agent. Enter a percentage of direct agent access calls.
   Agent Recording Controls
   Agent does not have recording controls	Prevents an agent from recording a call by taking away the recording control in the Control Panel. A call may still be recorded based on the automatic call recording settings.
   Agent is able to start recording	While on a call, an agent can start recording the call anytime. The recording ends on terminating the call, or when the agent leaves a call that is transferred to a third-party user. Note: As the 8x8 Contact Center administrator, you can choose to stop call recording on the third-party transfers when your last contact center agent leaves the call. This setting is enabled at the tenant level and cannot be modified per agent. Contact 8x8 Support to enable the feature and for more information. For details see Control call recording on third-party transfers.
   Agent is able to start and pause recording	An agent can start and pause recording a call any number of times. An agent may be denied recording rights with certain IVR settings. Visual feedback in the 8x8 Agent Console Control Panel always reflects the true recording status.
   Channels and Scripts Linked to this Agent
   Channel Name	Read-only agent name; also represents the channel name that is linked to the agent's public or PBX number. 8x8 Agent Console displays the channel name when the agent receives an incoming phone interaction.
   Calling Name Display	Read-only reminder. Refers to the Calling Name Display (CNAM) that is used when the outbound calls use the associated public number as outgoing Calling Line ID (CLI).
   Public Number	Indicates the external phone number or the Direct-Inward-Dialing (DID) number of the channel. If the extension number is a dedicated extension such as 1001, the Public Number gets populated with the DID number. For virtual numbers that are not associated with any DIDs, this field remains blank.
   Script Name-Public Number	Indicates the IVR script associated with the agent's public number. It directs external callers to the agent's call-handling script. You can choose another script from the drop-down menu and assign to this agent. For details, refer to Create a Phone IVR Script.
   PBX number	This is the system-assigned number used for agent presence and internal calling to the agent. Channels linked to agents get a PBX Number on migration. Adding and linking a new channel to an agent adds the PBX Number to the channel. For a dedicated extensions such as 3002, both Public Number and PBX Number appear in the table. However, for a system-assigned extension number such as 6002, neither of the two fields are populated in the table, since there is no corresponding DID assigned with the extension number.
   Script Name-PBX Number	Indicates the IVR script associated with an agent's PBX number. Internal calls to this agent's PBX number receives this script treatment. For details, refer to Create a Phone IVR Script.

4. Click Save to save the settings.

The next step is to assign queues to the agent.

Set up the Emergency lock mode - Limited Availability

Note: The Emergency lock mode is currently on limited availability. Contact 8x8 Support for more help.

As an admin, you can now control when agents' status changes while in Emergency mode.

You can prevent agents from automatically entering Lock mode after initiating an emergency call. This setting ensures that agents who make emergency calls on behalf of others can quickly return to their regular workflow.

To allow agents to change status in Emergency mode:

1. Go to Configure Manager Menu > Users.

• Select the desired user and click Edit in the row.
• Go to the Phone tab.

• Under Phone setup, control when agents' status changes while in Emergency mode:

  • Select the Allow agents to change status in Emergency mode checkbox to allow agents to change their status while in Emergency mode.

    Note: Allowing agents to return to the Available status in under five minutes will prevent Emergency Services from contacting them bac

  • Clear the Allow agents to change status in Emergency mode checkbox to prevent agents from changing their status while in Emergency mode.

Note: The Allow agents to change status in Emergency mode checkbox is disabled (not active) if Agent Workspace is not enabled.

See Also