About Phone Calls

I'm unable to make a call. What's wrong?

There are a number of reasons you might be unable to make a call. To make calls, make sure that:

  • You are connected to the network.
  • If you are calling from an area with no Wi-Fi, you have enabled the use of cellular data for the app by opening the More tab and going to:
    • Settings > Data and Network Options.
    • Settings > Device Settings.
  • If you have issues with your cellular data network, you have enabled cellular minutes under More > Settings > Data and Network Options to receive calls on your device via cellular voice.
  • You have enabled device microphone permissions for the app under More > Settings > Device Settings.
I'm not receiving calls on the mobile app. How do I receive calls?

There are a number of reasons you might be unable to receive a call. To receive calls, make sure that:

  • Your phone is out of airplane mode, and you have access to a Wi-Fi or cellular network.
  • Your status is set to something other than Do not disturb; this status allows you to receive chat messages, but forwards all inbound calls to voicemail.
  • Under the More tab:
    • If you have no access to Wi-Fi, you have enabled calls on cellular data under Settings > Data and Network Options.
    • If you have issues with your cellular data network, you have enabled cellular minutes under Settings > Data and Network Options to receive calls on your device via cellular voice.
    • You have enabled device notification permissions for the app under Settings > Device Settings.
Why are all my calls going to voicemail?

There are two reasons your calls might be going to voicemail:

  • You might have enabled Do Not Disturb for your user profile. Make sure that your presence status is not set to Do Not Disturb, and check that you have not set yourself to DND by entering a key shortcut in your desk phone.
  • You might have enabled a call forwarding rule that forwards all incoming calls to voicemail. Disable call forwarding, or change your call forwarding rules to ensure that calls reach you when you are available.
What happens when I'm on a call and my phone switches from cellular data to Wi-Fi, or vice versa?

Barring poor network strength, if your device moves into the area of a different network during a call, your call continues uninterrupted as your phone switches networks.

I'm not receiving notifications for missed Virtual Office calls. How do I receive notifications?

When you first install the Virtual Office mobile app, you receive a prompt asking to allow the application to send you device-based notifications. If you decline the prompt, notifications are disabled by default; you can enable notifications again by opening the More tab and going to Settings.

If you do not see notifications despite being logged in, go to your device settings to enable notifications. You can then fine-tune your notification preferences from within the app.

Note: In order to stay up-to-date on communications in Virtual Office, it is highly recommended that you enable notifications on your device.

To enable notifications on your device:

  1. Go to More > Settings > Device Settings to open Virtual Office permissions in your device settings.
  2. Enable Virtual Office notifications, and edit the notification settings as needed.

To manage notification settings in Virtual Office:

  1. Go to More > Settings.
  2. Under Notifications, enable or disable notifications for:
    • Messages: IM and SMS chat messages, faxes, and voicemails
    • Missed Calls: Incoming calls that timed out and went to voicemail, or were hung up before being answered
  3. Go to Sounds to select the ringtone to play on an incoming Virtual Office call; your selection does not affect your message notification sound, or your ringtone for calls to your device number.
    The Virtual Office mobile app follows your device-set vibrate settings for notifications.

Note: In order to see notifications in real time, you must be logged in to the Virtual Office mobile app on your device. If you are logged out of the Virtual Office mobile app, notifications are only visible once you log back in.

How do I avoid using my cellular data plan for calls?

If you wish to reduce the impact of the Virtual Office mobile app on your data plan, you can change your device or app settings in order to better control your network data usage:

  • Enable Wi-Fi in your device network settings.
  • Disable cellular data usage by opening the More tab and going to:
    • Settings > Data and Network Options.
    • Settings > Device Settings.
I have a bad cellular data network. What do I do?

By default, the Virtual Office mobile app places high-definition calls over your Wi-Fi or cellular network. If Wi-Fi is unavailable and your cellular network is having issues, you can enable cellular minutes in Virtual Office to switch your calls from your data network to the cellular voice network, improving call quality. You can choose to make outgoing calls using cellular voice, as well as receiving incoming calls using cellular voice. When the option for cellular minutes is enabled, Virtual Office calls are sent from or directed to your cellular number instead of your Virtual Office extension.

To improve call quality when cellular network quality is poor:

  1. In the More tab, go to Settings > Data and Network Options.
  2. If you want to fall back on your cellular network when it becomes available, enable On Cellular Data for calls.
  3. Tap Use Cellular Minutes, and select whether to enable cellular data for incoming and/or outgoing calls.
  4. Once you enable incoming and/or outgoing calls, at the prompt, enter the phone number of your device to receive calls via cellular minutes.

    Note: When you make or receive calls using cellular minutes, the calls are made from your device rather than from Virtual Office; this may make it difficult to distinguish incoming business calls from non-business calls. If you enter an area with good cellular network or Wi-Fi reception, it is recommended that you switch to the higher-quality network for the best calling experience.

  5. For outbound calls on cellular minutes, choose whether to be prompted before each outgoing call to use cellular minutes, or to make all calls via cellular minutes automatically. As using using this option consumes your cellular minutes, we recommend that you select between your data network and cellular minutes before each call.
    If you use Virtual Office on multiple devices, you can also change the number used for cellular minutes to match your current device. Virtual Office calls are now sent from or directed to your cellular number using cellular voice instead of your data network.
How do I place a call?

There are several ways to place a call from the Virtual Office mobile app:

To place a call from the dial pad:

  1. In the Calls tab, tap the Dial Pad icon to bring up the dial pad.
  2. Dial the desired number to place a call.

To place a call from contact details:

  1. In the Contacts tab, go to Favorites, Company, or My Contacts.
    • Under Favorites, tap the desired contact to place a call.
    • Under Company or My Contacts, tap the desired contact to view their contact details. Then, tap the Phone icon to place a call.

To place a call from message history:

  1. In the Messages tab, tap the desired contact to open your chat history with them.
  2. From within the chat, tap the Phone icon to place a call.

To place a call from a call log:

  1. In the Calls tab, go to All or Missed.
  2. Tap the desired contact or number to place a call.

To place a call from voicemail:

  1. In the Calls tab, go to Voicemails.
  2. Tap the desired voicemail.
  3. In the voicemail controls that expand, tap the Phone icon to place a call.
How do I avoid navigating long IVR menus when I call a number?

Let's say you commonly call an organization such as a large office or pharmacy, and are familiar with that organization's IVR menu: "For sales, press 1. For billing inquiries, press 2. To return to the main menu, press *..." You can save time and avoid long menus by creating a contact for repeated use, or by adding your choices while dialing a number in the Virtual Office mobile app.

To add IVR menu choices to a contact:

  1. Open the Contacts tab.
  2. Tap the New Contact icon to start creating a new contact.
  3. Enter the contact details.
  4. While adding the phone number, tap the key to show more keys. Tap the pause key when you need to insert a pause for the IVR menu. You are taken back to the standard keypad. The pause you entered is indicated by a comma in the phone number.
  5. Insert your IVR menu choice numbers, each separated by a pause. For example, if you want to save the phone number <555-5555>, with IVR option <1> followed by IVR option <2>, the number would appear as <555-5555,1,2> when complete.
  6. When you are finished, tap the check mark icon. The contact with your IVR choices now shows up under Contacts > My Contacts.

To add IVR menu choices while dialing:

If you do not want to save a contact with IVR menu choices, but know ahead of time which selections you will make, you can enter IVR menu choices while dialing a phone number.
While dialing a phone number, you can enter your IVR menu choices by holding down the key. Similarly, you can add pluses for international calls by holding down the key. Tapping the key enters the first character (* or 0), while holding down the key enters the second character (, or +).

How do I park a call?

Let’s say you want to temporarily put a call on hold and continue it from any phone or device on your company phone system.

You may be moving the call from a conference room phone to your desktop or vice versa, or directing the call to a third party in your phone system who is temporarily busy. 8x8 allows you to easily navigate these issues and more, and offers the ability to park a phone call on a dedicated call park extension for later retrieval.

To park a call:

  1. While on a call, tap More.
  2. From the options that pop up, select Park.
  3. Confirm the prompt to disconnect the call and park it for later retrieval.
    You are disconnected from the call, and you hear an announcement stating the extension number the call has been parked on.
  4. To retrieve the call:
    • By yourself: Simply dial the announced call park extension on the new phone or device.
    • By a third party: Notify the third party of the parked call waiting for them on the announced call park extension.
How do I transfer a call?

You can easily blind-transfer a call to any recipient in the company directory.

  1. While on a call, tap More.
  2. From the options that pop up, tap Transfer to bring up your contact directory.
  3. Tap the contact you want to transfer the call to.
    The call is disconnected from you, and transferred.

Note: You can transfer the call without first notifying the contact who will receive it (blind transfer), but you cannot consult the contact before transferring (warm transfer).

How do I promote a call to a Virtual Office meeting?

Let's say you're on a call with a company contact, or that your call is getting more involved; you can bring the other party into a meeting with one or more of your colleagues who can discuss an important matter with them. When you promote a call to a meeting, you gain access to all the features and resources of Virtual Office Meetings, giving you a more effective way to collaborate.

Note: If the other party in the call is taking the call via the following versions of Virtual Office, they receive and must accept the meeting invite via chat or email, instead of being brought in automatically:
-Version 7.4 or earlier of the Virtual Office mobile app.
-Version 5.8 or earlier of the Virtual Office desktop app.

To promote a call to a meeting:

  1. While on a call, notify the other party that you are about to begin a Virtual Office meeting and invite them.
  2. Tap Meet Now to seamlessly promote the call to a meeting. If the other party is also using Virtual Office, they are seamlessly taken into the meeting as well.
How do I add a second person to an active call, or create a three-way conference call?

8x8 Virtual Office enables you to handle two calls at once, either separately or in a three-way conference.

To add a second person to an active call:

  1. While on a call, tap Add Call to bring up the contact directory.
  2. Select from your recent, company, or personal contacts to add to the call.
    OR
    Tap Keypad, and dial the desired number.
  3. The original caller is put on hold and hears hold music, while the second person is placed in an active call with you.
  4. To switch between your active and held calls, tap Swap.
    The call labeled as Active becomes active, and the call labeled as Hold hears hold music.

To create a three-way conference call:

  1. While handling two separate calls, tap Merge to create a three-way conference call.
  2. When you hang up, you can choose to:
    • Let the conference continue without you as a two-way call.
    • End the conference for all participants.
I received a call while on another call. How do I handle it?

Let’s say you are on an active call, and a third party calls you. If your device runs on iOS 10, you can successfully receive, make, and manage mixed Virtual Office and cellular calls, in addition to multiple Virtual Office calls. Options pop up on-screen that allow you to:

  • Continue your existing call uninterrupted, and send the incoming call to voicemail.
  • Accept the incoming call, and place your existing call on hold. Before you accept, let the existing caller know that they will be put on hold.
  • Accept the incoming call, and hang up your existing call. Before you accept, let the existing caller know that their call will be hung up.

Note: On versions of iOS prior to iOS 10, your existing Virtual Office call is automatically placed on hold if you have an incoming cellular call. Similarly, if you are on a cellular call when you get an incoming Virtual Office call, you must end the cellular call before you can answer the Virtual Office call.

Which key shortcuts can I use with the dial pad?

When you open the dial pad from the Calls tab, you can use dial pad key shortcuts (also called star codes) to perform various actions.
For details on Barge-Monitor-Whisper shortcuts (labeled as BMW), please refer to our Barge-Monitor-Whisper Quick Reference Guide.

Star Code

Function

*67

Block Caller ID: Dial before calling a number to block your Caller ID from the other party.

*69

Last Call Redial: Dial the last number you called or were called by.

*78

Activate DND: Activate Do Not Disturb to send incoming calls to voicemail.

*79

Deactivate DND: Deactivate Do Not Disturb to receive incoming calls.

*80

Toggle DND: Toggle your Do Not Disturb status.

*88

Flip Call: To switch an active call from one device to another on the same extension, dial from the device you want to use.

*5 (BMW)

Barge: If you are Monitoring a call, Barge in to speak with and be heard by both parties on the call.

*6 (BMW)

Mute: If you have Barged into a call or are Whispering to an agent, you can Mute yourself.

*9 (BMW)

Whisper: If you are Monitoring an agent, you can Whisper to them without being heard by the party speaking with the Agent.

*22 (BMW)

Monitor: Listen in on a live call without interrupting either party.

*23 (BMW)

Barge Direct: Barge in on a call without Monitoring or Whispering first.

I just switched phones. Do I need to update my phone numbers with 8x8?

You don't need to do anything; 8x8 numbers used by you in Virtual Office are not affected by the phone you use to access the Virtual Office mobile app.

How do I prevent my Virtual Office business calls from cluttering my personal device call history?

Let's say you make a large number of business calls throughout the day, but occasionally make important personal calls as well; this may cause a problem when you look at your device call history on iOS. If you open your device call history to look for an important personal call earlier in the week, you may lose valuable time if your call history is full of Virtual Office business calls. To prevent this problem, you can disable future Virtual Office calls from showing up in your device call history.

Note: Disabling this setting prevents future Virtual Office calls from showing up in your device call history, but does not remove previous calls that are already listed in your call history. By default, your Virtual Office calls are listed together with your personal calls in your device call history (under Recents in the Phone app of your device).

To prevent Virtual Office calls from appearing in your device call history:

  1. In the More tab, go to Settings > Advanced Settings.
  2. In your advanced settings, disable View call history in Phone app. This prevents future business calls from showing up in your personal call history, but does not remove Virtual Office calls that are already visible in your device call history.
Why do I see more call log details on mobile than on desktop?

The Virtual Office desktop app only pulls information from your company directory and personal contacts, but the Virtual Office mobile app can pull information from your device contacts as well, if permitted. If you use Virtual Office to call contacts that are listed on your device, call logs with device contacts will be more detailed on mobile than on desktop.

If I'm unable to answer an incoming call, how do I control where and how the call is forwarded?

You can set up Virtual Office to forward your incoming calls according to your preferences. If you're particularly busy, you can choose to temporarily forward all calls, or you can have calls forwarded when you are busy on another call, when you fail to answer in 15 seconds, or when you have no connection.

In addition, if your organization is an X Series or Virtual Office Editions customer, you can give callers a secondary number to redirect to when they reach your voicemail box. Let's say you're unavailable for calls, but you have a teammate who is willing to answer questions addressed to you while you're away; you can set the teammate's number as a dial-out option for callers who reach your voicemail.

To forward incoming calls:

  1. In the More tab, go to Settings > Account Settings > Call Forwarding.
  2. Select from the following situations in which to forward calls:

    When to forward calls

    Description

    Always forward calls

    Always forward calls, even if you are available to answer. If you enable this option, all other options are disabled.

    I'm busy

    Forward calls when your presence status is set to Do not disturb.

    I don't answer for 15 seconds

    Forward calls when you don't answer in time.

    I have no connection

    Forward calls when you have no access to cellular or Wi-Fi data.

  3. For situations in which you want to forward calls, select where incoming calls should be forwarded to:

    Where to forward calls

    Description

    Voicemail

    Forward calls to your voicemail box.

    Cellular

    Forward calls to your desired cellular number.

    Other

    Forward calls to your desired external number.

    Auto Attendant

    Forward calls to the Auto Attendant configured by your phone system administrator.

    One Number Access

    Forward calls to the One Number Access number configured by your phone system administrator.

    Your call forwarding settings are configured.

To let callers redirect upon reaching your voicemail:

  1. In the More tab, go to Settings > Account Settings > Voicemail.

    Note: You can only let callers redirect themselves if your organization is an X Series or Virtual Office Editions customer.

  2. Enable the option to dial out, and select the desired number from your contacts or recent numbers.
  3. If you have not done so previously, update your phone number listings to inform callers of the option to dial out if you are unavailable ("Reach me at 555-5555. If I am unavailable, you can either leave a voicemail, or please dial zero to direct your questions to my associate.").
How are my emergency calls routed?

If you dial an emergency number, you can control how it is routed from your app settings.

To select the data type for emergency calls:

  1. In the More tab, go to Settings > Advanced Settings.
  2. Enable or disable Emergency Calls via Cellular as needed:
    • If enabled, emergency dispatchers will locate you using the cellular tower you are using to call.
    • If disabled, emergency dispatchers will locate you using your emergency calling number set in the Virtual Office desktop app.
How do I access my call recordings?

Call recordings must be accessed through the Virtual Office desktop app. You cannot access the recordings from the Virtual Office mobile app.

To access call recordings:

  1. Log in to the Virtual Office desktop app.
  2. In the More tab, select Recordings to review and manage your call recordings.
How do I rate the quality of my calls?

At the end of a call, you see a call quality prompt pop up. In one tap, you can rate the quality of the call on a scale of one to five stars. If there is anything that you would like to bring to the attention of our support team, you can also send written feedback to 8x8.

If you choose not to see call rating prompts pop up in the future, you can always open the More tab and go to Settings > Advanced Settings to re-enable call rating.

How do I set my Virtual Office calls to silent?

Let's say you want to silence incoming Virtual Office calls, but are expecting an important call to your cellular number. You can set your Virtual Office ringer to silent in the app without affecting the ring settings for calls to your device.

To set your Virtual Office ringer to silent:

  1. In the More tab, go to Settings > Sounds to select from your OS-based list of ringtones to use for Virtual Office. To control device vibration on an incoming call, go to your device sound settings.
  2. From the list of ringtones, select Silent.
    Incoming calls in Virtual Office are now silent.
How do I delete a call log?

If you want to clean up your call history in the Virtual Office mobile app, you can delete call logs. Call logs deleted via mobile continue to be visible from the Virtual Office desktop app.

To delete call logs:

  1. In the Calls tab, go to All or Missed.
  2. Swipe left on the desired call log, and tap the Delete icon that pops up to erase the call log.

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