Handle calls in 8x8 Work for Salesforce

With the 8x8 Work for Salesforce integration, you have full call control capabilities including transferring calls, merging three-way calls, placing calls on hold, and recording calls.

Place calls

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

• 8x8 Work for Desktop: Download the desktop app from our Support page.
• 8x8 Work for Mobile: Download the mobile app from our Support page.

Note: If your 8x8 Work 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-dial capability from contacts list or call log. You can also click-to-dial from Salesforce.

When you dial out:

1. Your extension phone rings first. Answer the call using a desk phone or softphone.
   • If your extension uses a desk phone, use the call control panel in the app to accept the call.
   • If your extension uses a softphone, accept the call in 8x8 Work for Desktop or 8x8 Work for Mobile
     
2. Before the call dials out to the destination, a new case screen pop appears giving you a chance to enter the information regarding the call. You can continue editing while still on the call. Upon terminating the call, the call information pops up in a call log. The call then dials out to the destination. For details, see our content on screen pop.
3. The call controls, such as the abilities to hold, add a call, transfer, and record are accessible via the app. For details regarding call functionality, see our 8x8 Work for Desktop user help.
   

Receive calls

When you receive a call, the call control panel pops indicating an inbound call. Click Accept to answer the call if you use a desk phone. When a call is connected, the screen pop occurs. For details, see our content on screen pop.

Note: If your extension uses a softphone, you must accept the call in 8x8 Work for Desktop or 8x8 Work for Mobile.

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 a call 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 your 8x8 Work extension.

1. To add a third party to an ongoing conversation, place the first call on hold by clicking .
2. To transfer the call to an internal employee or a contact in Salesforce, click from the navigation menu, and type the name of the person you want to bring into the call.
   
3. Hover over the contact and click to place a call to the contact.
4. Once the call is established, from the call control page, click .
   
   
5. Alternatively, you can dial a new number by clicking New Line in the call control panel.
6. Enter the number to call and click . Once the second call is established, inform the third party about the intent to merge calls.
7. To merge the calls, click from the call control panel. The calls are merged.
   

8. After terminating the call, a new task opens with the call log in the Comments section.

   Note: The plug-in supports two lines only.

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.

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

Access call recordings

You can access call recordings from call logs. Call logs of recorded calls contain a link to call recordings. Click the link to download. You can also access call recordings by logging in to 8x8 Work for Desktop.

To access call recordings via 8x8 Work for Desktop:

1. Log in to 8x8 Work for Desktop.
2. Navigate to the More tab.
3. Select Recordings tab. List of call recordings show.
4. From the list of call recordings, choose a recording and click to play.
5. You can also download, forward, or delete the call recording.
   

Transfer calls

You can transfer a live call to another 8x8 Work extension or another phone number. You can choose to speak to the party you plan to transfer the call to (warm transfer) or without notifying them first (blind transfer).

Warm transfer

1. While on a call, inform the caller about the transfer.
2. If you are transferring to an internal employee or a contact in Salesforce, click from the navigation menu, and type the name of the person you want to transfer the call to in the search box.
3. From the search results, hover over the contact and click to place a call to the contact.
4. If you are transferring to an external number, click New Line at the top of the call controls to dial a number manually.
   
5. Once the second call is established, click again.
6. In the list of contacts, select the original caller at the top of the list.
   The call is transferred and you are disconnected from the call.

Blind transfer

1. While on a call, inform the caller about the transfer.
2. Click in the call control panel. Simply click on a contact to blind transfer your caller to the selected recipient.