Handle calls in 8x8 Work for HubSpot

If your 8x8 Work 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

If your 8x8 Work extension is assigned with a desk phone, use the call control panel in the application to answer incoming and outgoing calls.

About screen pop

During an inbound call, 8x8 Work for HubSpot looks up the phone number of the caller and then searches for a matching record in the CRM. On finding a matching record, it presents the record for you to preview and prepare for the call. This process is referred to as screen pop.

Place calls

You can make outbound calls using:

• The Work tab using the dial pad: For the phone numbers dialed from the dial pad, the system looks up for a matching record and pops the same for preview.
• The Search tab: Browse or searching for a contact, then click to the contact phone number to dial.
• From the Contacts tab: Browse or search for contacts from your contact directory and/or HubSpot to make calls. Simply hover over desired contact, and click the Place call icon to place a call.

Note: All outbound calls are two-legged calls. When you dial out, the call is dialed out to you first. Once you accept the call, the call dials out to the dialed party.

Receive calls

When you receive an inbound call, the app notifies you of an incoming call and indicates if the caller is a known contact or not. When you receive a call, the system looks up a matching record and pops it up for your preview.

Depending on the caller number, you go through one of three calling experiences:

• Single match: The number is associated with a single HubSpot contact. A ticket is created using the information from the located contact.
• Multiple match: The number is associated with multiple HubSpot contacts, and the app lists all matches in the Search tab. Select the check box next to the desired record to select as the caller for the ticket call record. A ticket is created using the information from that contact. By default, the call log is linked to the first record in the list.
• No match: The number is not associated with any of your HubSpot contacts. A ticket is created at the termination of the call. While the call is active, or after the call is complete, you can create a Contact in HubSpot with the new number.

Use call controls

While on a call in 8x8 Work for CRM, you have access to call controls that enhance your calling experience. Using the call controls, you can:

• Hold : Place the caller on hold, or resume a held call.
• Transfer: Transfer the caller to another user.

• Merge: If multiple lines are available on your extension, you can combine the current caller with another contact to create a three-way call.
  Click New line above the call control panel, and dial the desired number. Once the new party answers the call, you can merge your two calls into a three-way conference.

  Note: The ability to make additional calls depends on how your 8x8 Work extension is set up.

• Record: Start or stop call recording.
  After the call ends, you can access and download the recording by opening your 8x8 Work and opening the Call recordings tab from the navigation menu.

  Note: Before recording a call, please review applicable call recording laws in your vicinity or region.