Handle calls in 8x8 Work for Salesforce

With 8x8 Work for Salesforce, you can manage calls directly within Salesforce 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.

Place calls

You can place phone calls from the Phone tab using the dial pad. You can also use click-to-dial from your contacts list or call log.

How you place and manage calls depends on your extension setup:

To call a number:

  1. Log in to 8x8 Work for Salesforce.
  2. If using a softphone, also log in to the 8x8 Work app.
  3. In 8x8 Work for Salesforce, dial the number or use click-to-dial from your contacts list or call log.
  4. Your extension phone rings first. Accept the call in the 8x8 Work app or on your desk phone.
  5. A new case form appears. Add the call-related information.
  6. Use one the following options:
    • Cancel or X: Closes the window without saving anything.
    • Save & New: Saves the current case and immediately opens a blank form to create another case.
    • Save: Saves the case with the information you entered.
  7. Use the call controls to hold, add a call, transfer, record, or end the call.
    When the call ends, Salesforce automatically creates a task.

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 Desk.com/Mobile/Web app or directly from the call card if you are using a desk phone.

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 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.

A new task opens with the call log in the Comments section.

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.

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.

View call history

The History tab displays your recent incoming, outgoing, and missed calls. From this list, you can quickly return a call or remove entries you no longer need.

View contacts

The Contacts tab displays your available contacts and internal extensions. You can search by name or extension to quickly find a contact and place a call directly from the list.