About 8x8 Agent Workspace softphone

8x8 Agent WorkspaceThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions. softphone is an embedded softphone that enables users to answer or place calls directly from the browser without having to leave the application. When using the embedded softphone, you don't need to use a hard phone, a cell phone, or a third-party softphone app to answer calls in 8x8 AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace.

Audience

This guide is intended for 8x8 Contact Center administrators and users.

You must have an 8x8 Contact Center license.
You must have an 8x8 Work license with an assigned Direct Inward Dialing (DID) to use 8x8 Agent Workspace softphone.

8x8 Agent Workspace softphone with Auto Answer enabled is only supported when 8x8 Work for Desktop, 8x8 Work for Mobile, and Microsoft Teams integration are closed.
8x8 Agent Workspace softphone is not supported when used simultaneously with 8x8 Work for Web.
When 8x8 Work for Desktop is closed, all calls to the UC DID and extension are automatically ended.
Call forwarding rules are automatically disabled when using the 8x8 Agent Workspace softphone. Switching the workplace phone settings to use the 8x8 Work app doesn't automatically re-enable the call forwarding rules for the user profile. To use the 8x8 Work apps with call forwarding rules after using the embedded softphone, you must manually enable the Call forwarding rules in 8x8 Admin Console.
8x8 Agent Workspace softphone is not supported if you are using a deskphone to answer customer interactions. When using a deskphone, change your Phone setup to Forward to a phone number. For more information, refer to Set up workplace phone in our 8x8 Agent Workspace user guide.

8x8 Agent Workspace softphone is currently generally available.

This version of 8x8 Agent Workspace supports the following languages: