There are a number of reasons you might be unable to make a call. To make calls, make sure that:
There are a number of reasons you might be unable to receive a call. To receive calls, make sure that:
There are two reasons your calls might be going to voicemail:
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.
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:
To manage notification settings in Virtual Office:
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.
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:
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
To improve call quality when cellular network quality is poor:
Once you enable incoming and/or outgoing calls, at the prompt, enter the phone number of your device to receive calls via
Note: When you make or receive calls using
There are several ways to place a call from the Virtual Office mobile app:
To place a call from the dial pad:
To place a call from contact details:
To place a call from message history:
To place a call from a call log:
To place a call from voicemail:
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:
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 +).
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:
You can easily blind-transfer a call to any recipient in the company directory.
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).
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:
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:
To create a three-way conference call:
Let’s say you are on an active call, and a
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.
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.
Block Caller ID: Dial before calling a number to block your Caller ID from the other party.
Last Call Redial: Dial the last number you called or were called by.
Activate DND: Activate Do Not Disturb to send incoming calls to voicemail.
Deactivate DND: Deactivate Do Not Disturb to receive incoming calls.
Toggle DND: Toggle your Do Not Disturb status.
Flip Call: To switch an active call from one device to another on the same extension, dial from the device you want to use.
Barge: If you are Monitoring a call, Barge in to speak with and be heard by both parties on the call.
Mute: If you have Barged into a call or are Whispering to an agent, you can Mute yourself.
Whisper: If you are Monitoring an agent, you can Whisper to them without being heard by the party speaking with the Agent.
Monitor: Listen in on a live call without interrupting either party.
Barge Direct: Barge in on a call without Monitoring or Whispering first.
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.
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:
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.
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:
When to forward calls
Always forward calls
Always forward calls, even if you are available to answer. If you enable this option, all other options are disabled.
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.
Where to forward calls
Forward calls to your voicemail box.
Forward calls to your desired cellular number.
Forward calls to your desired external number.
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.
To let callers redirect upon reaching your voicemail:
Note: You can only let callers redirect themselves if your organization is an X Series or Virtual Office Editions customer.
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:
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:
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.
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:
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:
The first time you open the Calls tab, you see a description of how you can manage call logs and voicemails individually or in bulk.
To delete an individual call log, swipe the desired call log to the left, and tap the Delete icon that shows up to confirm.
To delete multiple call logs in addition to the desired call log, swipe one of the desired call logs to the right, select additional items in the list to delete, and tap Delete to confirm.
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