Note: This feature is currently only available on request for Beta users.

Configure 8x8 Agent Workspace softphone (admin)

As an admin, you can enable 8x8 Agent WorkspaceClosedThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions. softphone for the users you wish to have access to this feature.

Important: You can only enable 8x8 AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace softphone for agents with an 8x8 Work license and an assigned Direct Inward Dialing (DID) number.

To enable 8x8 Agent Workspace softphone:

  1. Log in to Configuration Manager.
  2. Go to Users.
  3. Click to edit an agent's account.
  4. Select the Phone tab.
  5. Enable the Use Agent Workspace option.
    If the user doesn't have an 8x8 Work license assigned, the Use Agent Workspace option is disabled.

After enabling the 8x8 Agent Workspace softphone feature, agents must configure their microphone in the browser and adjust the volume to improve the audio experience. To learn how to use the embedded softphone, refer to the 8x8 Agent Workspace for users section of this guide.

Configure 8x8 Agent Workspace softphone to work with Auto Answer

Additional settings are required on the PBX when using 8x8 Agent Workspace softphone with Auto Answer. These additional settings are performed upon request by the 8x8 Support team. Contact 8x8 Support to configure Auto Answer to work with 8x8 Agent Workspace softphone.

Set up the emergency address in 8x8 Admin Console

To ensure that agents using 8x8 Agent Workspace softphone can call the emergency services in their area, you must add the correct location for the user in 8x8 Admin Console. By default, the system uses the site's address as the emergency address, but you can add a different emergency address for each user.

For more information, see how to set up emergency address in 8x8 Admin Console.