Handle calls

If your 8x8 Virtual Office extension uses only a softphone, you must log in to one of the following clients to handle calls:

  • 8x8 Work for Desktop
  • 8x8 Work for Mobile

Use the same credentials to log in to Desk.com. If your Virtual Office extension is assigned with a desk phone, use the call control panel in the application to answer incoming and outgoing calls.

Access contacts

With the Virtual Office app, you can use additional call handling capabilities such as placing calls on hold, handling multiple calls, transferring calls, and recording calls.

From the navigation menu, click to show contacts imported from your contact directory. You can browse through the list or search for a contact name from the list and place calls.

Place calls

Users of 8x8 Virtual Office for Desk.com need to select an 8x8 phone to handle calls. If your Virtual Office extension uses a softphone, you must log into one of the following clients to handle calls.

Note: If your Virtual Office extension uses a desk phone, use the call control panel in the application to answer calls.

Note: You can dial out using the dial pad, or use click-to-dialcapability from contacts list or call log. You can also click-to-dial from Desk.com.

When you dial out:

  1. Your extension phone rings first. Answer the call:
  2. If your extension uses a desk phone, use the call control panel in the application to accept the call.
    OR
    If your extension uses a softphone, accept the call in 8x8 Work for Desktop or 8x8 Work for Mobile
  3. The call then dials out to the destination.

For a faster dialing experience, go to Settings and select Auto Answer Hard Phones Outbound to enable the auto answer. Clicking to dial out automatically answers the desk phone and dials out to the destination number.

Receive calls

When you receive a call, the call control panel pops indicating an inbound call. Click to accept on the call control panel. With an inbound call, the matching contact record may be presented to you based on the screen pop settings.

Note: If your extension uses a softphone, you must accept the call in the softphone client.

View screen pop

During an inbound call, the 8x8 Virtual Office app tracks if the caller is an existing user by searching the Desk.com contacts database. On finding a matching record, it presents the record for you to preview and prepare for the call. This process is commonly referred to as screen pop.

Based on your settings, the screen pop:

  • can occur when a call is ringing
  • can occur when a call is connected
  • can be disabled
  • In the event of multiple matching contacts, the screen pop lists all matches in a table and prompts you to select the desired record.

Hold and resume calls

While on an active call, you can place the call on hold. The other party listens to music while on hold.

To hold and resume calls:

  1. To place a call on hold, click in the call control panel.
  2. To resume the call, click .

Add and merge calls

With multiple line calling, the app allows you to add a call, switch between calls, and conference multiple calls.

Note: The ability to make additional calls depends on how your Virtual Office extension is set up.

To add a call and merge calls:

  1. Enter the number to call and click Add Call. Accept the first leg of the outbound call to dial out.

    Note: You can converse with the third party before merging the calls in to a 3 way-conference.

  2. When the second call is established, merge the calls by clicking from the call control panel of the last call added.
  3. At the prompt, select which call to merge if you have more than one additional call added.
  4. Select the desired line to merge and click Merge Calls to join.
  5. Upon merging two calls, the first call will end since it is now merged with the second call in a conference.
  6. The call control panel now shows Party Added on Line 2 when the calls are merged.

Record calls

You have the flexibility to record calls on demand during a call. You can initiate, stop, and resume recording any number of times during a call.

Note: Call recording is available based on your subscription.

During a call, click from the call control panel to begin recording.

Access call recordings

To access call recordings:

  1. Log in to 8x8 Work for Desktop.
  2. Go to Call Recordings in the navigation bar. A list of call recordings shows.
  3. From the list of call recordings, choose a recording, and click to play.
  4. You can also download, forward, or delete the call recording.

Transfer calls

You can transfer a live call to another Virtual Office extension or another phone number.

To transfer calls:

  1. While on a call, inform the caller about the transfer.
  2. Click in the call control panel.
  3. From the dial pad, dial a number and click Transfer Call or dial a number from the call log. The call is transferred and you are disconnected from the call.