Handle calls with Skype for Business

You can place calls from your Skype for Business contact list or chat window, or your integration dial pad, and manage the call via 8x8 Work.

Important: In order for 8x8 Microsoft Integration to function, ensure that you are using the appropriate plug-ins:
-Download version 6.1.2 of the plug-in for calling with Skype for Business.
-Download version 6.0 of the plug-ins for meetings with Outlook and calling with Outlook.

When you handle a call in the plug-in, your in-call status is automatically reflected in Skype for Business as well as your 8x8 Work apps.

Note: This version of integration with Skype for Business does not support Skype for Business Basic.

Place and receive calls

8x8 Microsoft Integration with Skype for Business offers close integration with 8x8 Work, allowing you to seamlessly manage calls using the integration panel of your plug-in.

Note: The steps of your calling experience are different depending on whether you have enabled or disabled WebRTC calling under Settings > Advanced in the integration. This setting enables you to place and receive calls in the integration without having an 8x8 Work app open at the time of the call.
By default, WebRTC calling is disabled; if you enable the setting, perform a one-time login in 8x8 Work for Desktop on your computer to allow integration-only calling.

To place a call using the plug-in with WebRTC disabled (default):

  1. Your call is initially sent through your 8x8 Work extension as a two-legged call.

  2. You must answer the inbound leg of the call in your integration panel to send the outbound leg of the call to the desired contact.

    Note: If your 8x8 Work extension is associated with a desk phone in addition to 8x8 Work for Desktop, you are prompted to answer the inbound leg of the call via your 8x8 Work app (on desktop or mobile) or your desk phone, and the specified phone dials out to the desired contact.

To place a call using the plug-in with WebRTC enabled:

Select or dial a number. Your call is sent directly through your integration panel to the desired contact.

 

Place 8x8 Work calls directly from your contact directory, or from a chat with the desired contact.

To call from the Skype for Business contact directory:

  1. Right-click a contact in Skype for Business to open a drop-down menu, and select Call with 8x8.
    Your integration panel with 8x8 Work opens and makes a call to the selected contact.

    • If WebRTC calling is disabled (default): Your call is sent as a two-legged call. Answer the call via your integration panel to dial out to the desired contact. If your 8x8 Work extension is associated with a desk phone in addition to 8x8 Work apps, you are prompted to answer the inbound leg of the call via your 8x8 Work app (on desktop or mobile) or your desk phone, and the specified phone dials out to the desired contact.
    • If WebRTC calling is enabled: Your call is sent directly through your integration panel to the desired contact.
  2. From the 8x8 Work call screen, you can hold, transfer, or record the call at any time. In addition, you can add a second active call and merge it with the first to form a three-way conference.

To call from the Skype for Business chat window:

  1. Double-click a contact in Skype for Business to open a chat window.

  2. Click the More icon in the chat window to open a drop-down contact menu, and select Call with 8x8.
    Your integration panel with 8x8 Work opens and makes a call to the selected contact.

    • If WebRTC calling is disabled (default): Your call is sent as a two-legged call. Answer the call via your integration panel to dial out to the desired contact. If your 8x8 Work extension is associated with a desk phone in addition to 8x8 Work apps, you are prompted to answer the inbound leg of the call via your 8x8 Work app (on desktop or mobile) or your desk phone, and the specified phone dials out to the desired contact.
    • If WebRTC calling is enabled: Your call is sent directly through your integration panel to the desired contact.
  3. From the 8x8 Work call screen, you can hold, transfer, or record the call at any time. In addition, you can add a second active call and merge it with the first to form a three-way conference.

Using your 8x8 Work integration, you can call a phone number that is not in your Skype for Business contact directory.

To call a new phone number from Skype for Business:

  1. In Skype for Business, click the 8x8 tab to open your integration panel with 8x8 Work.

  2. In the integration panel, dial the desired number.

    Your integration panel makes a call to the selected contact.

    • If WebRTC calling is disabled (default): Your call is sent as a two-legged call. Answer the call via your integration panel to dial out to the desired contact. If your 8x8 Work extension is associated with a desk phone in addition to 8x8 Work apps, you are prompted to answer the inbound leg of the call via your 8x8 Work app (on desktop or mobile) or your desk phone, and the specified phone dials out to the desired contact.
    • If WebRTC calling is enabled: Your call is sent directly through your integration panel to the desired contact.
  3. From the 8x8 Work call screen, you can hold, transfer, or record the call at any time. In addition, you can add a second active call and merge it with the first to form a three-way conference.

Incoming calls to your 8x8 extension ring on your 8x8 Work integration panel in Skype for Business, your 8x8 Work apps (if you are logged in to the desktop or mobile app), and on any phone associated with your extension’s number. Accept the call to answer it, or decline to send it to voicemail.

Note: Your inbound call prompt appears differently depending on whether you have enabled or disabled WebRTC calling under Settings > Advanced in the integration.
By default, WebRTC calling is disabled; if you enable the setting, perform a one-time login in 8x8 Work for Desktop on your computer to allow integration-only calling.

Note: If you have WebRTC calling disabled and your 8x8 Work extension is associated with a desk phone in addition to 8x8 Work apps, you are prompted to answer the call via your 8x8 Work app (on desktop or mobile) or your desk phone.