Handle calls in 8x8 Work for Microsoft Dynamics

With 8x8 Work for Microsoft Dynamics, you can manage calls directly within Microsoft Dynamics. without switching between applications. You can transfer calls to other users or queues, start three-way calls to include additional participants, place calls on hold, and record calls for reference purposes.

About screen pop

During an inbound or outbound call, 8x8 Work for Microsoft Dynamics checks the caller’s phone number and searches Microsoft Dynamics for a matching record. When a match is found, the record opens automatically so you can preview key details and prepare for the conversation. This feature is called screen pop.

The search may return:

  • A single matching record: The number is associated with a single Microsoft Dynamics contact. The matching record is presented in a new browser tab.
  • Multiple matching records: There are multiple matching records found. You must select the correct record from the list. If Screen pop first record in list in multi-match is enabled, the CRM screen pops the contact info for the first match in the list. See how to select another record.
  • No matching records: No screen pop appears if no match is found. A New Contact form screen shows for you to fill in.

Place calls

All calls use a two-legged call process. When you place a call, it first rings on your 8x8 Work app or desk phone. After you answer, the system connects the call to the recipient.

You can place calls to your contacts directly from:

  • The dial pad in the Phone tab
  • The History tab
  • Your Contacts tab
  • The call log

You can also click a phone number in a Microsoft Dynamics record to start a call instantly through the integration.

Note: If using a softphone, log in to 8x8 Work for Desktop/Web/Mobile before you initiate a call. You must first answer the call in the app before it dials out to the recipient.
If your 8x8 Work extension is assigned with a desk phone, use the call control panel in the application to handle calls.

Accept calls

When you receive a call, the call control panel pops indicating an inbound call. You can answer the call from your 8x8 Work for Desktop/Mobile/Web app or directly from the call card if you are using a desk phone.

How to select another record

You can match a call to a different record when the current record is not the correct match, or when multiple matching records are available.

To match a call to a different record:

  1. During a call, click Select another record from the 8x8 Work for Microsoft Dynamics integration.
  2. Search for and select a different record.
    -OR-
    If multiple records match the caller, select the correct record from the list to associate it with the call. By default, the first record in the list is associated with the call.
  3. Click x to exit the matching records list.

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.

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

Add and merge calls

With multi-line calling, you can add a call, switch between active calls, and merge calls into a conference.

Note: The ability to make additional calls depends on your 8x8 Work extension. The plug-in supports up to two lines.

To add a third party to an active call:

  1. While on an active call, click the More icon.
  2. Select + Add call.
  3. Select a contact, or use the search bar.
    -OR-
    Click the dialpad icon next to the search bar to type a number.
  4. Notify the customer that they will be placed on hold.
  5. Click or the call button on the dialpad to call. Your extension phone rings first.
  6. Accept the call in the 8x8 Work app or on your desk phone. The call now connects to the third party contact.
  7. Once the call is established, click More > Merge.
  8. The calls are merged and the system indicates that you are in a conference call.
  9. Click End call. This ends the call for all parties on the call.

Transfer calls

You can transfer an active call to another 8x8 Work extension or an external phone number. You can either speak to the recipient before completing the transfer (warm transfer) or transfer the call immediately without speaking to them (cold transfer).

Perform a warm transfer

  1. While on a call, inform the caller that you will transfer the call.
  2. From the call control panel, click Transfer.
  3. Do one of the following:
    • To transfer to an internal contact from the list or enter the name in the search box.
    • To transfer to an external number, click the dialpad icon next to the search bar, then enter the phone number.
  4. Hover over the contact and click the Warm transfer icon.
  5. After the second call connects, click Transfer call.

The call is transferred, and you are disconnected.

Perform a cold transfer

  1. While on a call, inform the caller that you will transfer the call.
  2. From the call control panel, click Cold transfer.

The call is transferred without connecting you to the recipient.

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 extension.

To record a call:

  1. During a call, click from the call control panel to begin recording.
  2. Click Stop or click the icon again to stop recording.

When the call ends, a new task opens with the call recording link listed in the Comments section. Click the link to download the recording.

You can also access your call recordings from the Call Recordings menu in your 8x8 Work app.