What's new in November 2025?

In this release, we have introduced the following enhancement:

Support for 8x8 XF Workspace in the 8x8 for Microsoft Teams app

8x8 customers who use Microsoft Teams can now access 8x8 XF Workspace directly within their 8x8 for Microsoft Teams app (8x8 Teams app). With 8x8 XF Workspace in Microsoft Teams, you can stay organized, respond faster, and improve the customer experience without switching apps.

Note: 8x8 XF Workspace is only available in the 8x8 Teams app if your administrator has enabled it for your user account.

Benefits

  • Faster response: Manage 8x8 XF Workspace conversations directly in the 8x8 Teams app without switching apps, reducing response time.
  • Integrated communication tools: Access 8x8 Work features like SMS, team messaging, meetings, etc, without leaving the 8x8 Teams app.
  • Real-time status tracking: Monitor the availability of 8x8 XF Workspace users and queues to make informed routing decisions and improve response times.

Requirements

  • 8x8 XF Workspace license
  • Microsoft Teams license
  • Access to 8x8 Admin Console (admin only)
  • Access to the Microsoft Teams Admin Portal (admin only)

For more information on enablement, see how to enable 8x8 XF Workspace in the 8x8 for Microsoft Teams app.

Known issue

Signing out of the 8x8 Teams app doesn’t remove you from call queues. As a result, you may still receive queued calls even after logging out. To prevent receiving queued calls after logging out, set your status to On break or deselect the queue(s) and click Save before signing out.

Set up 8x8 XF Workspace in the 8x8 for Microsoft Teams app

As an admin, you can enable 8x8 XF Workspace in the 8x8 for Microsoft Teams app (8x8 Teams app) to help specialists manage customer conversations and collaborate with teammates.

To learn how to enable 8x8 XF Workspace in the 8x8 Teams app, see Enable 8x8 XF Workspace in the 8x8 for Microsoft Teams app.

How does the presence status reflect across the apps?

The 8x8 Presence Sync enables the integration of Microsoft Teams Presence into your 8x8 applications, as well as the presence status of 8x8 users who are on active calls into the Teams environment.

Important: To ensure accurate presence status for 8x8 XF Workspace users, admins must enable one-way presence sync with Microsoft Teams during 8x8 XF Workspace deployments. To learn how to enable Presence Sync, see this 8x8 Support article.

The table below indicates how presence is mapped for users of 8x8 XF Workspace in Microsoft Teams.

Microsoft Teams status 8x8 Work/Analytics for 8x8 Work status 8x8 Supervisor Workspace/8x8 Analytics for Contact Center status Observations
Offline Offline Offline

The status changes to Offline a few minutes after signing out of both Microsoft Teams and the 8x8 for Microsoft Teams app.

Note: To prevent queued calls from being offered, set your status to On break or deselect the queue(s) and click Save before signing out.
Available Available Available  
Busy Busy Available  
Do Not Disturb (DND) DND Working offline  
Be Right Back Away Available  
Appear Offline Appear Offline Available  
Away Away Available  
Available (Out of Office) Available Available  
Out of Office (Purple) + Logged Out Offline Offline You must log out of both Microsoft Teams and the 8x8 for Microsoft Teams app to prevent calls from being offered.
Busy (Out of Office) Busy Available Direct DID calls are still offered.
On Call On Call Working offline  
On Call (Queue call) On call Busy Indicates an active Contact Center queued call.
In a Meeting (Meet now) On call Working offline  
Busy (scheduled meeting, not joined) Busy Available  

Tip: To avoid receiving queued calls after logging out, set your status to On break or manually deselect your queues and click Save before signing out.

What's new in June 2025?

We are introducing the following enhancement:

Enhanced Admin Control: Pause Assigned Queues

8x8 administrators can now control whether users are allowed to pause their assigned queues. This enhancement supports compliance needs in regulated environments by preventing users from pausing queues when they are not permitted to do so.

Configuration options

Admins can control the Pause feature for assigned queues in two ways:

Globally via 8x8 Admin Console:

  • Go to Work Apps Settings > 8x8 Engage Settings and toggle Allow users to pause their assigned queues under 8x8 Engage settings.

  • Result:

    • Enabled (default): Users can see and use the Pause button in My Active Queues.
    • Disabled: The Pause option is hidden for all users.

    • To learn how to manage settings for 8x8 Work applications, see 8x8 Admin Console - Configure Work Apps Settings.

Per user via JSON configuration file:

  • Add the following setting to the user’s local 8x8work-config.json:

    json

    {

    “app-enable-pause-queues”: false

    }

  • Deploy the file to the user’s machine only after applying this preference. 

    • To learn more about system-level requirements for users, see 8x8 Work for Desktop - About system requirements.

Queue controls UI showing visibility of the Pause button based on admin settings.

To find more details on pausing and resuming calls, see Manage queues on desktop/web - Pause resume queued calls.

Display the channel name and number in a call banner, and an active call interface

8x8 XF Workspace users can now quickly identify the call source, especially helpful when multiple channels route through a single queue. Previously, only queue names were shown, causing confusion.

Where channel info appears:

  • Incoming call banner: Shows both channel name and channel number.
  • Active Call Interface: Displays channel name.

Benefits

  • Instantly identify the source of incoming calls.
  • Avoid confusion in shared queues
  • Help users respond faster

Availability & limitations

Available to:

  • All 8x8 XF Workspace customers.
  • The channel name is visible to 8x8 Frontdesk users in 8x8 XF Workspace environment.

UI showing incoming call alert and in-call view with clear channel name and number for identification

Limitations and display requirements

Not supported on:

  • 8x8 XF Workspace Mobile
  • Microsoft Teams
  • Deskphones

Display requirements:

  • Show the channel name and number only if the channel is saved as a company contact in 8x8 Admin Console > Contacts.
  • Otherwise, only the number is displayed.

To find more details on answering incoming queued calls, see Manage queues on desktop/ web> Answer incoming calls.

Call UI missing channel name, and company contact setup form showing how to fix it through the 8x8 Admin Console

For enhancements introduced prior to this release, see our list of previous releases.