Manage queues on mobile

As an 8x8 XF Workspace user, you can view and process incoming calls in 8x8 XF Workspace through 8x8 Work for Mobile.

To view queue details:

  1. Log in to 8x8 Work for Mobile.

  2. Swipe up or tap My Queues.

  3. Tap All to see the number of assigned queues that are available to you. The list includes the inbound and outbound call queues.

    Note: The queues assigned to you are also grouped by media channel in Inbound and Outbound. Tap the appropriate tab to display the related inbound or outbound phone queues assigned to you.

Notes: To enable all queues, you can tap Enable all or toggle on each queue one by one. If you want to stop receiving calls you can disable queues by tapping Disable all at the bottom of the screen. Tap Inbound to see only the inbound call queues or Outbound to see the outbound call queues.

When you receive a call in the 8x8 Work for Mobile app, a notification appears as a banner, which displays the name of the call queue and prompts you to accept or decline the call. You can:

  • Answer the call and see the caller’s phone number and the name of the call queue.

  • Decline the call and this one goes back to the queue for the next available 8x8 XF Workspace user.

    Notes:
    - If you reject or miss the call, the call goes back to the queue, and you are put back to Available status after 10 seconds.
    - While waiting in the queue, a callback option may be offered to the customer if configured by the admin can offer a callback to the customer.
    - If no agents are available to answer the call, a warning displays to caller.

While in a queued call, you can transfer the call to another extension or an external phone number. You can choose warm transfer or cold transfer. With warm transfer, you announce the call to the person you are transferring the call to. With a cold transfer, you send the call directly to the extension without announcing it.

To learn more about how to transfer a call in 8x8 Work for Mobile, see 8x8 Work for Mobile—About phone calls, the How do I transfer a call? topic.

To perform a warm transfer from the call screen:

  1. While on a call, notify the other party that you will transfer them to a colleague.
  2. Tap Transfer and select Warm Transfer to place the other party on hold and bring up a list of contacts.
  3. Select a favorite or suggested contact from the list, enter the contact name you want to transfer to and confirm.
  4. When the contact picks up, notify them that you are about to transfer a call to them.
  5. Tap Handover to remove yourself from the call and transfer the other party to the contact you spoke to.

To cold-transfer a call:

  1. While on a call, notify the other party that you will transfer them to a colleague.
  2. Tap Transfer and select Cold transfer to bring up a list of contacts without placing the other party on hold.
  3. Select a favorite or suggested contact from the list, or enter the contact name you want to transfer to and confirm.
  4. You are disconnected from the call, and the contact you selected receives a call from the other party.

Transfer calls to other Contact Center queues for 8x8 XF Workspace and 8x8 Engage customers:

As an engagement specialist (8x8 XF Workspace or 8x8 engage user), you can now transfer a call to the CC queues, both informal and formal, in 8x8 XF Workspace and 8x8 Engage.

The Contact Center transfer process is only activated for engagement specialists and is triggered when the call originates from a specific CC queue (identified by its queue name). During the transfer process, the user has various options, including transferring the call directly, initiating a warm transfer, or choosing from a list of other available queues to transfer the call to.

  1. While on a call, notify the other party that you will transfer them to a colleague.
  2. Tap Transfer and select Transfer to queue to bring up a list of queues without placing the other party on hold.
  3. Select a favorite or suggested queue from the list, or enter the queue name you want to transfer to and confirm.
  4. The queue transfer has been processed, and you have been disconnected from the call. The contact you selected receives a call from the other party.

To learn about managing phone calls in 8x8 Work for Mobile, see 8x8 Work for Mobile - About phone calls.

Transfer Informal Contact Center (ICC) calls to other queues in 8x8 XF Workspace and 8x8 Engage

Enhanced 8x8 Mobile Admin Dashboard tile: Phone Numbers