Change connection mode

By selecting the Phone Connection mode, agents can set up their voice connection before beginning to handle phone calls and remain connected throughout their working day. Agents can respond to incoming and outbound phone calls with a simple click on the user interface improving their call handling efficiency. If the administrator allows agents to change their Phone Connection mode, agents can choose one of the following modes in 8x8 Agent WorkspaceClosed The brand new interface for 8x8 Contact Center agents to receive and process customer interactions.

  • On Demand: On Demand Connection Mode creates a temporary connection from the agent’s workplace phone to the system. The agents have to manually accept the call on their soft or hard phone.
  • Persistent: Persistent Connection mode creates a constant connection from the agent’s workplace phone to the system. Once the connection is open, it will stay active until logged out. Any changes to the setting will remain in effect for the whole duration of the agent’s Persistent Connection mode. Agents set up their voice connection before they start working on calls and remain connected throughout their working day. It allows them to respond to incoming and outbound phone calls with a simple click on the user interface, improving their call handling efficiency.

Note: There is no audio prompt or audio indication for Persistent Connection mode.

Features

  • Agents can immediately and seamlessly connect to customers.
  • Offers a Persistent Connection mode from the agent's device to 8x8 Contact Center that is ready for outbound dialing.
  • Removes the need to connect the agent's workplace phone for every call handled.
  • Increases productivity from a higher throughput of calls.