Overview

Understanding SIP

• User Location - Determines where the end system is for a call.
• User Availability - Determination of the willingness (availability) of the called party to engage in a call.
• User Capabilities - Determination of the media and parameters used for the call.
• Session Setup - Establishment of the session parameters from both parties (ringing).
• Session Management - Invoking the services, including transfer, termination, and modifying the session parameters.

Error Types

DNS Error

• Customer DNS unreachable/misconfigured
• 8x8 GTM DNS service unreachable/blocked

• Check customer DNS configuration
• Unblock access to 8x8 GTM DNS server

• Network Error

• Local connectivity issue
• Remote SIP server port blocked by firewall
• TCP protocol blocked by firewall
• No route to a SIP server (routing issue)
• TCP connection failure
• TLS handshake failure (certificate error)

• Check local connectivity (WiFi or Ethernet) 
• Do you connect to other non-8x8 related services?
• Check all firewall/router configurations
• Check 8x8 SIP service ports are open
• Ensure SIP traffic is not proxied (man-in-middle)
• Ensure SIP ALG is disabled on the router

Failed Authentication 

• SIP username not found/provisioned
• SIP password incorrect

• Check the customer's account on the PBX.
• Most often, resetting the customer's account resolves this issue.

Time Out Error

• Very poor network connection
• Firewall issue

• Check local connectivity
• Check firewall/router configuration

Other Error

• Possible SIP ALG manipulating SIP packets
• Some other internal SIP stack errors (rare)

• Ensure SIP ALG is disabled on the router
• Try forcing SIP connectivity over TLS

As part of setting up telephony on a Windows system, 8x8 Work loads wlanapi.dll. Some antiviruses might flag this, as a result we do recommend adding an exception for 8x8 Work.

What is it?

How does it work?

Work for Desktop

• Logging in on a fourth device will force a logout on the first device the user was logged into. 

Work for Mobile

• Logging in on a fourth device while the other three are in the background (not active) will force a logout on the last device when receiving an incoming call on one of the other devices, or when switching to an older instance.
• Logging in on a fourth device while the other three are in the foreground (active) will force a logout on the first logged-in device.

• Logging in on a fourth device with a mix of foreground and background devices will force a logout on one of the background devices.

FAQ

How does multi-device support function with Work for Web?

Can you answer one call on Work for Desktop and a second call on another instance of Work for Desktop?

Is there a way to see which devices are logged into Admin Console or in Work itself?

What happens if the first device is on a call and the user logs into the fourth device?

What happens with the call flip banner if there is more than one active call?

When notification settings are changed on a device, will it sync to the other logged-in devices?

What if I am still unable to use multiple devices?

Symptom

Applies To

• 8x8 Work for Desktop (EXE version)

Resolution

1. Simply wait for the prompt to update. Barring any issues, new version rollouts typically complete within one week.
2. Manually download and install the latest version from the page Download 8x8 Work for Desktop.

Migrated Users

Cause

Additional Information

Overview

Applies To

• 8x8 Work for Desktop on Windows 7.17 or above
• 8x8 Work for Web on Windows 7.18 or above
• 8x8 Work for Desktop on Windows Server 2016, 8.11 or above
  8x8 Work for Web on Windows Server 2016 8.11, 8.11 or above

Citrix VDI Integration System Requirements

Clients

• Citrix has two main ways to deliver clients on Windows:
  • Workspace app for Windows Current Release (CR): 2019 or above from here
  • Workspace app for Windows Long Term Service Release (LTSR): 22.03 or above from here
• Citrix Workspace app 2109 or later for Mac
• Citrix Workspace app 2109 or later for Linux

Server

Whitelisting the Applications

Network Firewall Changes

Network Traffic and Routing

• RTP (voice traffic) will egress from the local machine when VDI optimization is enabled, not the Citrix Server.
• DNS Queries will be performed on the Citrix Server, as this is where the application is homed. Please verify/take this into account when troubleshooting. Because the DNS Queries take place on the Citrix Server there may be a discrepancy in the 8x8 Global Reach Traffic Routing due to where the Client is physically located vs the Citrix Server.

Checking Optimization

Local Audio Devices

Citrix Optimization Process

Frequently Asked Questions

Known Limitations

• This optimization is focused on VoIP / telephony only at this moment. Video Meetings optimization is not currently available.
• UC headset call controls are not supported in VDI mode 
• 3-way calls are not supported in 8x8 Work for Desktop while the Citrix optimization is active
• VDI Optimization is not working when using Citrix through a browser

Additional Information

System Requirements

• Operating System
  • Windows 10 and newer
  • MacOS 10.15 Catalina and newer
• Hardware Requirements
  • 1.6 gigahertz (GHz) or faster 64-bit (x64) processor; 32-bit (x86) not recommended
  • 4 gigabytes (GB) RAM (64-bit) recommended; minimum 2 GB RAM
  • 20 GB of available hard-disk space (64-bit)
• Bandwidth
  • Minimum 1.5 Mbps down/up or better (broadband wired or wireless)
  • For HD video meetings minimum 2 Mbps

What's new in this release?

Voice, Messaging, and Core

• A secondary calling device, from the thin client, is available to set in Settings > Audio & Video when the Citrix optimization is activated. 
• Users can select a specific speaker to play the calling sounds and incoming ringtones. The speaker device may differ from the microphone device.

• Improved accessibility for screen readers in areas like calls and call control always displayed on top. They now be reached via the keyboard and are easy to read by screen reader.

• The upload and download sounds are now disabled if the user is on an active call or meeting.
• Fixed ‘first name field is populated with the phone number when you add a new personal contact from call logs’.
• Fixed ‘inbound calls get declined with Poly BT600 headset’.

Windows Users

EXE Version for Per-User Deployment (Recommended)

What to Consider

• EXE version will be installed to %LOCALAPPDATA%.
• Automatic updates are downloaded and installed for the user. (In previous versions, users were prompted to install the update.)
• No need for maintenance — Work for Desktop will keep itself up-to-date and secure.
• Work for Desktop will check for updates every time the user signs in or once every 24 hours. Users can also check for updates manually. The updates are downloaded in the background without user intervention.
• If there is an update to be installed, Work for Desktop will apply the update automatically when the user signs into Work for Desktop. If the user has not installed an update three days after it was downloaded, they will see a Relaunch to Install banner. They can click the link and install the update.

MSI for Machine-Wide Installation (Only If Needed)

What to Consider

• Single installation on a machine that multiple users that use the computer can leverage.
• IT Admins are required to manually keep Work for Desktop up-to-date and secure.

macOS Users

• Download and install 8x8 Work for Desktop for macOS (Intel) (DMG file).
• Download and install 8x8 Work for Desktop for macOS (M1& M2) (DMG file).

General Troubleshooting

• For issues with installation on Windows, try running Microsoft's Program Install and Uninstall Troubleshooter.
• If you are unable to update Work for Desktop and you were migrated from Account Manager to Admin Console, see Can’t Upgrade to the Latest Version of 8x8 Work for Desktop.

Previous Versions of Work for Desktop

• Work for Desktop v 8.12 for Windows 64-bit (.exe)
• Work for Desktop v 8.12 for Windows 64-bit (.msi)
• Work for Desktop v 8.12 for macOS (Intel)
• Work for Desktop v 8.12 for macOS (M1 & M2)

Documentation

• 8x8 Work For Desktop User Guide

Objective

Applies To

• 8x8 Work for Desktop

Procedure

Initial Installation

1. Use a software distribution service like Microsoft SCCM, Dell KACE, PDQ Deploy, or ManageEngine.
2. Ask users to directly download the application from 8x8 website. Users do not require local admin privileges to install the 8x8 Work for Desktop executable package.
3. Make 8x8 Work for Desktop binaries part of the standard image for IT issued computers.

Supported MSI Parameters

• DESKTOP_SHORTCUT - Disable shortcut creation. Example:

\msiexec.exe /i {ABSOLUTE_PATH_TO_MSI} DESKTOP_SHORTCUT=0

• ALLOW_LOGS=0 will disable debug logs collection on the disk and 'Save Debug Data' option will be hidden in the UI
• ALLOW_FEEDBACK=0 will hide the 'Send Feedback' option from the app (shortcut doesn't work also)
• ALLOW_TELEMETRY=0 will disable default anonymized app usage telemetry

Using Automatic Upgrades

Installation for Shared Computers

Additional Information

What is the file format?

Objective

Applies To

• 8x8 Work for Desktop
• E911

Procedure

1. Log in to 8x8 Work for Desktop.
2. From the left navigation, click the Settings (cog) icon.
3. Click Account settings.
   
   
4. From the Account settings submenu, click Emergency address.
5. In the Emergency address section, under Address, do one of the following:
   • To the upper right of the listed address, click Edit.
     
     
   • Select New address. Note: These instructions presume you want to add a new address for emergency services in the event of moving offices or working remotely. Same as the site address applies the general office address for your company site to your setup. Not applicable means an E911 address is not needed for this profile.

6. Select a Country.
7. Enter your Address. An automated service will validate the address.
   • Tips:
     - Remove apostrophes, from your address: e.g., "ONel" is accepted, "O'Nel" is not
     - Remove the number mark (#) from your address: e.g., "Unit 13" is accepted, "Unit #13" is not
     - Use clean numbers for secondary addresses: e.g., "Floor 13" is accepted, "13th Floor" is not
8. Click Save. Emergency service not available for this address? The system may suggest validated alternatives matching your entry. Select the best one and click Save.
9. At the bottom of the Account settings page, click Save. You should see the message Settings saved successfully  at the top of the screen.

Question

Applies To

• 8x8 Work for Desktop

Answer

• The Windows MSI version of the app was installed (this version does not support auto-update). This may have been done electively by the user, or per company IT policy.
• The company's 8x8 administrator disabled the auto-update option in the Admin Console administrative portal.
• The 8x8 PBX is otherwise restricted from elective updates at the request of the company's 8x8 administrator.

Additional Information

Symptom

Applies To

• 8x8 Work for Desktop

Resolution

Check Microphone and Speaker Settings

Windows

1. Navigate to the Windows Control Panel.
2. Click Hardware and Sound > Manage audio devices > Playback and Recording tabs.
3. Under the Playback and Record tabs, ensure your desired device is appearing and is selected.
   • Note: If your device is not appearing here, check to see if it's plugged in and turned on. If it does not appear here, consult your local IT person as the device may be faulty.

Mac OS

1. From the Apple menu, choose System Preferences.
2. Select Sound.
3. Click the Output or Input tab. Ensure your desired device is appearing and is selected.
   • Note: If your device is not appearing here, check to see if it's plugged in and turned on. If it does not appear here, consult your local IT person as the device may be faulty.

Select the Correct Device on 8x8 Work for Desktop (Windows & Mac)

1. Go to Settings (Gear).
2. Click Audio & Video.
3. Select your desired media devices for audio and video.

1. In the More tab, go to Settings.
2. Click Audio & Video.
3. Plug in or pair your headset or secondary speakers.

Cause

Windows

• For phone calls, it is likely the correct Default Communications Device is not being used.
• For playing voicemails and recordings, it is likely the Windows playback Default Device is not properly configured in some way.

macOS

• For audio out (speaker), it is likely the correct sound output device has not been selected within macOS System Preferences.
• For audio in (mic), it is likely that the 8x8 Work for Desktop device and sound level are not properly configured.

Symptom

Applies To

• 8x8 Work for Desktop
• macOS
• Windows

Resolution

macOS

1. Open System Preferences. 
2. Click Security & Privacy.
3. Click Microphone.
4. Make sure that 8x8 Work for Desktop is checked.

Windows 11

1. Go to Start > Settings > Privacy & Security.
2. Scroll down to the App permissions section.
3. Select Microphone.
4. Allow microphone access for 8x8 Work for Desktop.

Windows 10

1. Go to Start > Settings > Privacy > Microphone.
2. Allow microphone access for 8x8 Work for Desktop.

Windows 8.1

1. Go to Charms > Settings > Change PC Settings.
2. Select Privacy from the left menu.
3. Select Microphone.
4. Enable access for 8x8 Work for Desktop.

Cause

Question

Applies To

• Network Configuration 
• 8x8 Work

Answer

Check your Internet service

Network Configuration

To see whether your network is ready

1. Check your equipment setup.
   • It’s important to have a QoS-enabled router. 
   • Are you using a separate modem and router? If you are, great! This will help with call quality. If not, contact your ISP to request a standalone modem and discuss options for connecting a separate, QoS-enabled router. If your ISP is unable to provide solutions, contact 8x8 Implementation Service.
2. Run a bandwidth test. You can run a test by using the Network Utility Download.

Phones

• For Quick Start & User Guides, use the search bar above or visit our 8x8 Work Manuals & User Guides.
• To learn how to activate your phone, see Activate Your Desk Phones in 8x8 Admin Console.

Symptom

Applies To

• 8x8 Work for Desktop
• SMS

Resolution

Cause

System Requirements

• Operating System 
  • Windows 10 and newer
  • MacOS 10.15 Catalina and newer
• Hardware Requirements 
  • 1 gigahertz (GHz) or faster 32-bit (x86) or 64-bit (x64) processor
  • 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit)
  • 16 GB of available hard disk space (32-bit) or 20 GB (64-bit)
• Bandwidth 
  • Minimum 1.5 Mbps down/up (Cable modem, DSL, or better)

What's new in this release?

Voice, Messaging, and Core

• Extension numbers are displayed unformatted while typed into the dial pad, allowing uninterrupted and precise input.

• A warning is now displayed when an unsafe protocol is used for the caller info pop.-up.
• Safe protocols start with 'https://' or 'mailto.'

• Improved accessibility for screen readers in areas like Calls, Call controls, and Contacts always displays on top.
• Improved active call UI and call history to eliminate ambiguous name resolve handling

Windows Users

EXE Version for Per-User Deployment

What to Consider

• EXE version will be installed to %LOCALAPPDATA%.
• Automatic updates are downloaded and installed for the user. (In previous versions, users were prompted to install the update.)
• No need for maintenance — Work for Desktop will keep itself up-to-date and secure.
• Work for Desktop will check for updates every time the user signs in or once every 24 hours. Users can also check for updates manually. The updates are downloaded in the background without user intervention
• If there is an update to be installed, Work for Desktop will apply the update automatically when the user signs into Work for Desktop. If the user has not installed an update three days after it was downloaded, they will see a Relaunch to Install banner. They can click the link and install the update.

MSI for Machine-Wide Installation

What to Consider

• Single installation on a machine that multiple users that use the computer can leverage.
• IT Admins are required to keep 8x8 Work for Desktop up-to-date and secure.

macOS Users

• Download and install 8x8 Work for Desktop for macOS (Intel) (DMG file).
• Download and install 8x8 Work for Desktop for macOS (M1& M2) (DMG file).

Symptom

Applies To

• 8x8 Work for Desktop
• OS X 13.0+ (Ventura or newer)

Resolution

• The 8x8 Work for Desktop app requests user's password to be able to fix the permissions.
• If the attempt to repair permissions fails, a warning notification banner displays a link to a KB page, containing manual steps needed to fix the permissions and allow WorkD to self update in the future.

Steps to Fix the Application Permissions

1. First, confirm that:
   • The Mac user has an Admin account
   • Auto-updates do not work on non-admin accounts
     
     
2. Open the Terminal app. (See screenshot, below)
3. Type the following command and press Enter.
   • sudo chown -R $(whoami) /Applications/8x8\ Work.app ~/Library/Caches/com.electron.8x8---virtual-office.ShipIt
4. When prompted, type the account password and press Enter.
   • Note that characters will not appear while you are typing the password.
5. Quit the Terminal app.
6. Restart the 8x8 Work for Desktop application.
   

Cause

Symptom

Applies To

• 8x8 Work for Desktop Version 6.x
• New User Accounts

Resolution

Objective

Applies To

• 8x8 Work for Desktop
• 8x8 work for Mobile

Procedure

Warm Transfer a Call

1. While on a call, click Transfer to bring up your contact directory.
   
   
2. For contacts with one phone number: Hover over the desired contact to transfer to, click Warm Transfer to put the original call on hold, and speak with the desired contact.
   
   
3. For contacts with multiple phone numbers: Click the desired contact to view their list of phone numbers. Hover over the desired number, and click Warm Transfer to put the original call on hold and speak with the desired contact.

Note: If you try to transfer while managing two calls, the Warm Transfer icon does not show up as a transfer option; you can only use direct transfer or transfer to voicemail. The option to use warm transfer is available if you have another line available.

4. Once the contact is notified, click Direct Transfer above the main call screen to transfer. The call and the contact are disconnected from you, and the call is transferred.

Blind Transfer from the Call Screen

1. While on a call, click Transfer to bring up your contact directory.
   • For contacts with one phone number: Hover over the desired contact to transfer to, and click Direct Transfer to put the original call on hold and transfer.
   • For contacts with multiple phone numbers: Click the desired contact to view their list of phone numbers. Hover over the desired number, and click Direct Transfer to put the original call on hold and transfer.
2. The call is disconnected from you and transferred.

Blind Transfer from Your Call Log or Contact List

1. While on a call, click Hold to place the other party on hold.
2. Open the Contacts or Calls tabs to view contacts and phone numbers you can transfer the call to.
3. Hover over the contact or call log whose number you want to transfer the call to, and click Cold Transfer. The call is disconnected from you and transferred.

Transfer a Call to a Contact's Voicemail

1. While on a call, click Transfer to bring up your contact directory.
   • For contacts with one phone number: Hover over the desired contact to transfer to, and click Voicemail to transfer the call to voicemail.
   • For contacts with multiple phone numbers: Click the desired contact to view their list of phone numbers. Hover over the desired number, and click Voicemail to transfer the call to voicemail.
2. The call is disconnected from you and transferred. The contact you selected for the transfer receives a voicemail without hearing their phone ring.

Additional Information

Video Guide

Objective

Applies To

•  $${workd} 

Procedure

X Series

1. Open $${workd}.
2. Select Settings > Account Settings.
3. Navigate to Call Forwarding Rules.
4. Check or uncheck any boxes as needed to turn on or off the default Call Forwarding Rules.
5. To create a custom forwarding rule, select +Add New Rule. 
   
    
6. Complete all details for the custom rule. 
   
7. Select Save.

Video Guide

Objective

Applies To

• 8x8 Work for Desktop

Procedure

1. Open 8x8 Work for Desktop.
2. Click Settings > Meetings.
3. Click Sync Calendar.
4. Select a calendar to sync.
5. Follow the prompt and allow Cronofy permissions.

Question

Applies To

• 8x8 Work for Desktop for Windows

Answer

1. Open Command Prompt or PowerShell.
2. Navigate to the MSI installer folder by using "cd" command.
3. Once inside the folder, paste the MSI installer filename (including the file extension .msi, example: work_X.X.X-X_XX-bit.msi) followed by any of the following parameters:

msiexec /Option <Required Parameter> [Optional Parameter]
Install Options
    </package | /i> <Product.msi>
        Installs or configures a product
    /a <Product.msi>
        Administrative install - Installs a product on the network
    /j<u|m> <Product.msi> [/t <Transform List>] [/g <Language ID>]
        Advertises a product - m to all users, u to current user
    </uninstall | /x> <Product.msi | ProductCode>
        Uninstalls the product
Display Options
    /quiet
        Quiet mode, no user interaction
    /passive
        Unattended mode - progress bar only
    /q[n|b|r|f]
        Sets user interface level
        n - No UI
        b - Basic UI
        r - Reduced UI
        f - Full UI (default)
    /help
        Help information
Restart Options
    /norestart
        Do not restart after the installation is complete
    /promptrestart
        Prompts the user for restart if necessary
    /forcerestart
        Always restart the computer after installation
Logging Options
    /l[i|w|e|a|r|u|c|m|o|p|v|x|+|!|*] <LogFile>
        i - Status messages
        w - Nonfatal warnings
        e - All error messages
        a - Start up of actions
        r - Action-specific records
        u - User requests
        c - Initial UI parameters
        m - Out-of-memory or fatal exit information
        o - Out-of-disk-space messages
        p - Terminal properties
        v - Verbose output
        x - Extra debugging information
        + - Append to existing log file
        ! - Flush each line to the log
        * - Log all information, except for v and x options
    /log <LogFile>
        Equivalent of /l* <LogFile>
Update Options
    /update <Update1.msp>[;Update2.msp]
        Applies update(s)
    /uninstall <PatchCodeGuid>[;Update2.msp] /package <Product.msi | ProductCode>
        Remove update(s) for a product
Repair Options
    /f[p|e|c|m|s|o|d|a|u|v] <Product.msi | ProductCode>
        Repairs a product
        p - only if file is missing
        o - if file is missing or an older version is installed (default)
        e - if file is missing or an equal or older version is installed
        d - if file is missing or a different version is installed
        c - if file is missing or checksum does not match the calculated value
        a - forces all files to be reinstalled
        u - all required user-specific registry entries (default)
        m - all required computer-specific registry entries (default)
        s - all existing shortcuts (default)
        v - runs from source and recaches local package
Setting Public Properties
    [PROPERTY=PropertyValue]
Consult the Windows ® Installer SDK for additional documentation on the
command line syntax.

Example

msiexec.exe /i "C:\work_7.0.5-3_64-bit" /qn

Additional Information

Objective

Applies To

• 8x8 Work for Desktop

Procedure

1. Download the MSI file. Make sure to know the path of the Windows folder where the *.msi package has been saved.
2. Open Command Prompt in Admin Mode.
3. Type cd C:\Users\admin\Downloads\test-script (cd = change directory). You should now be located in C:\Users\admin\Downloads\test-script
   • To Install, paste one of the below commands:
     • msiexec /i VOD_6.6.2-9.msi /passive
     • msiexec /i VOD_6.6.2-9.msi /quiet
   • To uninstall the softphone app, use the below command:
     • msiexec. /x VOD_6.6.2-9.msi /quiet

Additional Information

Objective

Applies To

• 8x8 Work for Desktop
• Conference Call

Procedure

1. While in the 8x8 Work for Desktop application, and in an active call, select Options (three dots).
2. Select Add Call.
3. Enter name, number, or email to select a contact.
4. Select the name, number, or email of the desired contact, then select Plus.
5. After the call is connected, select Options (three dots) again.
6. Select Merge Calls.

Video Guide

Symtom

Applies To

• 8x8 Work for Desktop
• Call Failure

Resolution

Initial Troubleshooting

• Try dialing the number from an offnet (non-8x8) phone network, in order to verify if the dialed number is a valid number.

Check Extension Provisioning

1. Navigate to Home > Users > Edit.
2. Click Edit for the extension you would like to verify.
3. Under External calling permission, check Calling Country to be correct.
4. Check that the External calling plan is set either to International or with Domestic.

Objective

Applies To

• 8x8 Work for Desktop

Procedure

1. Open 8x8 Work for Desktop.
2. From your profile menu, select Help.
3. Select Check for Updates. This will run a search for any available software updates. If there is one available, it will present you the option to update.

Additional Information

Question

Applies To

• 8x8 Work

Answer

• Extension Number
• Phone Number
• Phone Model (if applicable)
• Username
• Service Plan
• Device Activation Code (if applicable)
• Link to set Account Password

Additional Information

Overview

Applies To

• 8x8 Frontdesk
• 8x8 Work for Desktop

Frequently Asked Questions

Where do I download the new Frontdesk app?

The Frontdesk tab is not displayed after I log in, what should I do?

How do I take breaks when the reception is based on Ring Groups or Call Queues?

Why is the ‘Away from desk’ list not showing my Call Queues?

Why is the ‘Away from desk’ list not showing some AAs, RGs or CQs?

How do I transfer to a PSTN or mobile number?

How can I decline or reject a call using Frontdesk?

Can I use Frontdesk for Conference Calls?

I have run into an issue and I need help. What should I do?

Are there any known issues?

• When setting greetings on the user’s own number, the greetings are not working properly. To avoid this, when possible setup the Frontdesk user with its own personal number and then assign the additional service numbers (site, main line, etc) where the greetings were set.
• When the receptionist is the one initiating a call and then parking it, the wrong caller information is shown in the parked monitoring area. Call parking is available as of v7.12.

Objective

Applies To

• 8x8 Work for Desktop
• Voicemail

Procedure

1. Log in to 8x8 Work for Desktop.
2. Click Calls (Phone icon).
3. Click Voicemails.
4. Hover over the voicemail that you want to download. Three dots (voicemail options) will appear.
5. Click the three dots and select Download.
   
   

• Call back: Hover over the voicemail, and click the Phone icon that pops up.
• Delete: Hover over the voicemail, click the More icon that pops up, and select Delete that pops up. You are able to select which voicemails you want to delete; once you are finished selecting, click Delete.
• Mark as read or unread: Hover over the voicemail, click the More icon that pops up, and select Mark Read or Mark Unread. You are able to select which voicemails you want to mark; once you are finished selecting, click Mark read or Mark unread to confirm.
• Download: Hover over the voicemail, click the More icon that pops up, and select Download to save it as an AU file. A window pops up in which you can choose where to store the downloaded file. Once the voicemail has finished downloading, you receive a notification in the corner of your screen.
• Message: Hover over the voicemail, click the More icon that pops up, and select Message to send a chat message to the caller who left the voicemail.
• View contact details: Hover over the voicemail, click the More icon that pops up, and select Contact details to view information associated with the caller who left the voicemail.

Email Notifications

1. Go to Settings > Account settings to open your account settings.
2. Under My Services, enable email notifications for incoming voicemails. In the email, you can choose to include:
   • A link to a web page where you can access your voicemails, and an attachment containing the voicemail.
   • Only an attachment containing the voicemail.
   • Only a link to a web page where you can access your voicemails.
   • Only a written notification that the voicemail was received.
3. When you receive a voicemail in 8x8 Work for Desktop, you can open the email notification to access the desired content. If you configured your email notifications to include an attachment containing the voicemail, you can access your voicemail directly from your inbox.

Overview

Important:  Outlook data is stored locally on the computer, so contacts imported to 8x8 Work for Desktop on that computer will only be available on 8x8 Work for Desktop on that computer. Because Outlook data is stored locally on the computer, users should set 8x8 Work for Desktop to "Call using Computer" to see the correct Caller ID on inbound and outbound calls for imported contacts. Contact data imported to 8x8 Work for Desktopis not passed to desk phones.

8x8 Work for Desktop Feature Checklist

• Are you using a Windows operating system?
  • Microsoft doesn’t support MAPI on the Mac OS.
• Do you use Outlook 2013 or Outlook 2016?
  • This synchronization is with your local contacts. It won’t sync from Outlook.com.
• Do you have less than 10,000 contacts?
  • The synchronization will time out after 10 minutes or 10,000 contacts.
• If your mail server is MS Exchange, has caching been enabled?
  • Support for remote address books is best-effort only.

Note: Office 365 is supported on a best-effort basis, as it doesn’t always cache contacts locally.

FAQs

Importing Outlook Contacts

1. Log in to Outlook.
2. Log in to 8x8 Work for Desktop and go to the Contacts.
3. Click My Contacts.
4. Click Add (person icon).
5. Click Import Outlook Contacts. This will automatically select the Outlook profile that is set as the default profile.
6. Select Personal Contact, Company Contact, or both. (Note: The maximum amount of contacts that can be imported is 10,000.)
   • Personal contacts are imported to My Contacts.
   • Company contacts are imported to Company.
   • ​Fields imported include:​ Name, Emails, Phones, and first Address.

See Also

• Import Contacts in 8x8 Work for Desktop (Web Help)

Objective

Applies To

• 8x8 Work for Desktop
• Voicemail

Procedure

1. Open 8x8 Work for Deskop.
2. Select Settings.
3. Select Voicemail.
4. Select Go to main voicemail settings.
5. From the Voicemail Settings you can:
   • Record or upload a new voicemail greeting.
   • Enter the email address to which you would like alerts sent when your extension receives a voicemail.
   • Choose the format of your voicemail notifications.
   • Disable/Enable email notification options.
   • Reset your voicemail Pin.
6. Select your preferred voicemail settings.
   
   
7. Select Save.

Symptom

Applies To

• 8x8 Work for Desktop
• Internet Fax

Resolution

• Max size of 19 MB.
• Max 5 files per fax.
• Max 200 pages (in order to deliver as email attachment).
• Must use 11 digits (e.g., 1 + 10-digit number) for sending outbound fax.
• No special characters or letters with accents. (e.g.,: ñ) 

• Gray shading
• Blurriness
• General low quality

Cause

• Total fax size sent cannot be greater than 19 MB.
• Maximum of 5 files per fax.
• Maximum page count of fax attachment in fax email notification is 200 pages.
• Internet fax notification with attachments are only available with faxes up to 200 pages (inbound only).
• Any fax exceeding 200 pages can still be downloaded from 8x8 Work for Desktop.
• Must use 11 digits for sending outbound fax. If a Number is Incomplete error appears, ensure that the user is sending to a fax number using 11 digits (e.g., 1 + 10-digit number).
• Files sent cannot include any special characters or letters with accents. (e.g.,: ñ)

How do I share files via messaging?

For Team Messaging: Filesize limit: 100MB or less Filetype: Any For SMS/MMS to other carriers the MMS Operator Specific Policy is:  Filesize limit: 2MB or less Filetype: Audio and Video files only

What message format commands are available?

Can I send messages to a contact's internal extension as well as their external mobile phone number?

Can I delete sent messages?

What happens to message history if I unassign an extension in Account Manager?

What happened to my sent SMS history from March 2018 and earlier?

I have a single login and use many extensions. What are the steps I need to take to use New Messaging Experience?

If I create a new login account for messaging, will it have history from the extension that was previously assigned to it?

Is there a group chat feature?

Objective

Applies To

• 8x8 Work for Desktop
• 8x8 Work for Mobile
• 8x8 Work for Web

Procedure

Submitting Feedback in Work for Desktop or Work for Web

1. While logged in to Work for Desktop or Work for Web, in the lower left menu, select ?.
2. Select Send Feedback.
3. Enter your feedback into the message field.
4. Add screenshots, if needed, by selecting + Add images.
5. Select Submit and wait for the application to send the feedback.
   
   
6. Once the feedback has been submitted, the window will close automatically. Note: There is no need to include debug logs or screenshots, they will be added automatically.

Submitting Feedback in Work for Mobile

1. In 8x8 8x8 Work for Mobile, you can simply shake your device and tap Send Feedback.​
   
   
2. You can also reach the feedback form by tapping your profile > Feedback.
3. Enter your feedback in the space provided and click Send to submit.​
   
   

Contacting 8x8 Support

Symptom

Applies To

• 8x8 Work for Desktop
• Windows

Resolution

Windows 7/8

Windows Vista

Windows XP

Check TLS in IE

Cause

• Internet Explorer may not yet be upgraded to version 11, which allows Windows to meet the required security standards.
• You are not running a version of Windows that is at least Windows Vista with Service Pack 2 or later (e.g., running Windows XP).

Symptom

Applies To

• 8x8 Work for Desktop

Resolution

1. In 8x8 Work for Desktop, navigate to Settings > Contacts.
2. Select Company or Personal.
3. At the prompt, enter the primary Outlook Email and Password.
4. Select the Advanced Exchange Active Sync Configuration box.
5. Enter the Active Sync URL (use External URL).
6. Add the following to the end of the URL entered above: /EWS/Exchange.asmx.
   Example: https://url.example.com/Microsoft-Server-ActiveSync/EWS/Exchange.asmx
7. Enter the Login Username or Exchange UPN.
8. Click OK.

Cause

• Properly enter the Microsoft-Server-ActiveSync External URL.
• Add the following to the end of the above URL: /EWS/Exchange.asmx.

Objective

Note: This procedure will only block direct calls to the extension. Calls from numbers flagged via this feature that route to the extension via Auto Attendant, Ring Groups, Call Queues, or other indirect means will not be blocked.

Applies To

• 8x8 Work for Desktop
• 8x8 X Series

Procedure

Block Numbers

1. Log in to 8x8 Work for Desktop.
2. From the left navigation, click the phone icon to access your call logs.
3. Mouse over the entry for a spam call and click the More (three dots) option.
4. From the dropdown, click Block caller to block future calls from this number.
   
   

Review or Remove Blocked Numbers

1. Log in to 8x8 Work for Desktop.
2. From the left navigation, click your profile picture, then Call forwarding. The page will launch in your system browser.
3. If prompted, log in with your 8x8 username and password.
4. Review the Call forwarding rules list for the numbers you've blocked -- these will be denoted by a rule with the name Blocked-caller-<number>.
   • To edit the rule, click the pencil icon.
   • To unblock the number (i.e., delete the rule), click the trash icon.
     
     

Additional Information

Objective

Applies To

• 8x8 Work for Desktop

Procedure

1. While on a call, click Transfer to bring up your contact directory.
   
   
2. For contacts with one phone number: Hover over the desired contact to transfer to, click Warm Transfer to put the original call on hold, and speak with the desired contact.
   
   
3. For contacts with multiple phone numbers: Click the desired contact to view their list of phone numbers. Hover over the desired number, and click Warm Transfer to put the original call on hold and speak with the desired contact. Note: If you try to transfer while managing two calls, the Warm Transfer icon does not show up as a transfer option; you can only use direct transfer or transfer to voicemail. The option to use warm transfer is available if you have another line available.
4. Once the contact is notified, click Direct Transfer above the main call screen to transfer. The call and the contact are disconnected from you, and the call is transferred.

Additional Information

If for some reason you do not see the Warm Transfer option, you can also use the Merge Calls feature to perform a warm transfer.

1. On an active call, click More and then Add Call.
   
   
2. Enter the number you wish to call, or choose a contact from your directory. and then click the + icon.
   
   
3. When connected to your chosen party, click the More and then Merge Calls.
   
   
4. To leave the call, click the End Call button and select Let others continue.
   
   

Objective

Warning! Use of any other software (such as Plantronics Hub) that also controls user’s headset may interfere with 8x8 Work for Desktop. To ensure proper functioning of integrated call controls with 8x8 Work for Desktop, please ensure that you are not running any other conflicting software. Alternatively, you can disable integrated call control feature from 8x8 Work for Desktop settings. In addition, there have been cases where built-in call control being enabled has caused either 8x8 Work app to close, or non 8x8 applications such as MS Teams call to drop when the other applications call ceases. If this occurs, please disable built-in call controls.

Applies To

• Integrated Call Control
• Built-in Call Control
• 8x8 Work Desktop, v 6.5 and up
• Jabra, Plantronics, and Sennheiser Headsets

Procedure

1. Click 8x8 Work for Desktop > Preferences.
2. Select Audio and video.
3. Below the Speakers option, you'll see Enable built-in call controls. Click the toggle, to the right, in order to turn this on or off.
   
   

Additional Information

Question

Applies To

• 8x8 Work for Desktop
• 8x8 Work for Web

Answer

Objective

Applies To

• 8x8 Work for Desktop
• Windows OS

Procedure

1. Click Start
2. Click Control Panel > Programs > Uninstall a Program, then uninstall 8x8 Work.
3. Go to My Computer and open C:\Users\{Username}\Appdata\Roaming\.
4. Delete all files starting with 8x8 (App data might be hidden, you'll have to unhide it).
5. Delete all cache, cookies, and temporary data from the system.

Objective

Applies To

• 8x8 Work for Desktop
• Status

Procedure

1. Log in to 8x8 Work for Desktop.
2. Once logged in you will see your status in a colored circle next to your initials.
3. Select your initials to show different Status options. Your current status will show a tick to the right of it.
4. Select your preferred Status. This will change immediately.

Status	Definition	Automatic or Manual
Available	You are available for calls and chat communication. If you previously set a manual status, selecting Available switches you back to automatic status.	Both
Do Not Disturb	You are available for chat. Calls during this state are forwarded to voicemail.	Manual
Busy	Your status automatically indicates you are busy when in a 8x8 Work Desktop meeting. You can still receive communications.	Both
On Call	Your status automatically indicates you are on a call when you are participating in a phone call.	Automatic
Away	Your status automatically indicates you are away if you are logged in but inactive for a specified time. You can still receive communications.	Both
Appear Offline	This status appears when you are not logged in to 8x8 Work for Desktop. Calls during this state are forwarded to voicemail.	Automatic

Objective

Applies To

• Windows
• Outlook
• 8x8 Work for Desktop

Procedure

1. Log in to Outlook.
2. Log in to Work for Desktop and go to the Contacts.
3. Click My Contacts.
4. Click Add (person icon).
5. Click Import Outlook Contacts. This will automatically select the Outlook profile that is set as the default profile.
6. Select Personal Contact, Company Contact, or both. (Note: The maximum amount of contacts that can be imported is 10,000.)
   • Personal contacts are imported to My Contacts.
   • Company contacts are imported to Company.
   • ​Fields imported include:​ Name, Emails, Phones, and first Address.

Additional Information

What is Team Messaging?

• Providing the ability to share files instantly with a room.
• Supporting invitation to meetings.
• Acting as a source of Historical knowledge.
• Notifying individuals with @mentions.

How can I start using Team Messaging?

Instant Messaging (IM) vs SMS: 8x8 Work's built-in instant messaging (IM) feature is designed to allow users of 8x8 Work on the same 8x8 service to chat directly with each other. Even though this IM feature uses the same Messages interface as SMS messages do in 8x8 Work, IM is not SMS. Using 8x8 SMS for any purpose requires that you register an SMS campaign. However, if you only use IM internal to your company, and do not send any SMS messages to mobile phone subscribers, SMS campaign registration is not required in your case.

What types of rooms I can create?

How do I create a new company-wide room?

How do I create a new Private room?

What are the differences between company-wide (Public) and Private Rooms?

How do I search and discover a Room by name?

What does it mean to follow a room?

How do I follow a room?

How do I receive notifications of new messages in a room?

How do I leave a room?

What is the @<user name> function used for?

What happens if I @mention someone?

How do I see how many unread messages there are for me to read within a room?

How do I add someone to a company-wide (Public) room?

How do I invite people to a meeting when inside a room?

How do I delete a message?

How do I delete a room?

How long is the room history maintained?

Can I send files through rooms?

Can I use Team Messaging for closed communication between my teammates that I don't want others to read?

Symptom

Applies To

• 8x8 Work for Desktop

Resolution

Cause

Symptom

Applies To

• 8x8 Work for Desktop

Resolution

• api.global.chalet.8x8.com
• api.us-east.chalet.8x8.com

Cause

Objective

Applies To

• 8x8 Work for Desktop
• Call Queues

Procedure

Logging into a Call Queue

1. Click the Call Queue Icon next to the search bar. This will only show if the user has the ability to log in and out of queues, it will also be grey when logged into no call queues.
   
   
2. Click Log in.
   
   

Logging out of a Call Queue

1. Click the Call Queue icon. When the user is already logged into a call queue the icon will have changed color to orange.
   
   
2. Click on the logout next to the queue you want to log out of.
   
   

Additional Information

Symptom

Applies To

• Admin Console
• Outbound Calls

Resolution

1. Log in to Admin Console.
2. Scroll to Users section.
3. Click Edit (pencil icon) for the User you want to edit.
4. Scroll down to External calling permissions tab.
5. By default, the Calling country is set to a North American Numbering Plan. Change this to your local number plan.
   
   
6. Once this has been changed and saved, perform a few external calls to make sure you are able to dial out successfully.

Objective

Applies To

• 8x8 Work for Desktop

Procedure

1. Open the Calls tab.
2. Select Calls to view all inbound, outbound, and missed calls.
   OR
   Select Missed to view all missed calls.
3. When you hover over a call in your call history, you can:
   • Call back: Click the Phone icon to call the desired party.
   • Message: If available for the number, click the Chat icon to chat with the desired party via IM (for company contacts) or SMS (for external numbers).
   • Open more options: If available for the number, you can click the More icon to:
     • Open the call details.
     • Start a 8x8 meeting with the caller.
     • Select the call log to delete. You are able to select additional call logs to delete; once you are finished selecting, click Delete.

Symptom

Applies To

• 8x8 Work for Desktop
• Windows Operating System

Resolution

1. Open Windows Task Manager.
2. Click 8x8 Work for Desktop.
3. Right-click and select End task.
4. Relaunch the app.

Cause

Symptom

Applies To

• 8x8 Work for Desktop

Resolution

Change Call Using Selection

1. Open 8x8 Work for Desktop.
2. Click Call Using. If you have Call Using Deskphone selected, the icon will display as a phone.
3. Under Call Using settings, click Computer.
4. Review your audio options.
5. Close the settings panel.

Cause

Symptom

Applies To

• 8x8 Work for Desktop
• Google Chrome
• Windows
• macOS

Resolution

Windows

1. On your Windows computer, close the Google Chrome browser.
2. Right-click the taskbar and click Start Task Manager.
3. In the task Manager, click the Processes tab.
4. Search for Chrome processes in the list and select them.
5. Click End Process.
6. Repeat for all Chrome-related processes.

Best practice: To optimize total system performance (not just 8x8 applications), it is advisable to periodically close Chrome and open Chrome tabs when not in use, and to review the Task Manager for continuously running Chrome processes as described above.

macOS

1. On your macOS computer, close the Google Chrome browser.
2. Press Command and spacebar, then type Activity to find and launch the Activity Monitor. (Alternatively, navigate to the /Applications/Utilities folder.)
3. Search for Chrome processes in the list and select them.
4. At the top of the window, click the stop sign icon to end the process.
   
   
5. Repeat for all Chrome-related processes.

Best practice: To optimize total system performance (not just 8x8 applications), it is advisable to periodically close Chrome and open Chrome tabs when not in use, and to review the Activity Monitor for continuously running Chrome processes as described above.

Cause

Symptom

Applies To

• 8x8 Work for Desktop
• Internet Fax

Resolution 

Note: Up to 3 faxes can be sent at a time and if any of those faxes does not finish within 60 minutes to make space for more faxes, the user can send up to 3 more faxes again irrespective of what happened to earlier 3 faxes in transit.

• Total fax size sent cannot be greater than 20 MB.
• Maximum of 5 files per fax.
• The maximum page count of fax attachments in fax email notifications is 200 pages.
• Internet fax notifications with attachments are only available with faxes up to 200 pages (inbound only).
• Any fax exceeding 20 pages can still be downloaded from 8x8 Work For Desktop.
• Must use 11 digits for sending outbound fax. If a Number is Incomplete error appears, ensure that the user is sending to a fax number using 11 digits (e.g., 1 + 10-digit number).
• Files sent cannot include any special characters or letters with accents. (Ex: ñ) 

Cause

• File attachment does not fall within internet fax limitations.
• The fax destination is unable to receive faxes.
• The fax server may be under high load.
• Possible incompatibility or issue with the receiving fax machine.

Question

Applies To

• 8x8 Work for Desktop
• Call Using Desk Phone

Answer

Options

Auto Off-Hook for outbound calls

When enabled, calls using your desk phone will go off-hook immediately, and you will hear the other party's phone ring. When disabled, calls will first ring your desk phone, and then be placed to the other party when you pick up.

Device Supports Answer

Not all phones support call management.

Additional Information

Phone Models

Phones Confirmed to Support Call Management

• VVX 300
• VVX 600
• Soundpoint IP 550

• 8861

Phones that Do Not Support Call Management

• T46G (Auto Connect)

8x8 Work for Desktop User Guide

Symptom

Applies To

• 8x8 Work for Desktop
• Internet Fax

Resolution

Clear Cache & Log Out

1. Clear browser cache.
2. Log out of 8x8 Work for Desktop and then log back in. Note: Closing 8x8 Work for Desktop is not considered as logging off.

Cause

Objective

Applies To

• 8x8 Work for Desktop

Procedure

1. Log in to 8x8 Work for Desktop.
2. Select Settings.
3. Toggle Start Work on desktop login.

Symptom

Applies To

• 8x8 Work for Desktop
• 8x8 Work for Web

Resolution

Cause

Question

Applies To

• 8x8 Work
• 8x8 Work for Desktop

Answer

Requirements

• An 8x8 X4 license or higher
• 8x8 Frontdesk capability enabled in 8x8 Admin Console
• 8x8 Work for Desktop version 7.11 or newer

Features

• Manage up to six concurrent calls, and take advantage of a flexible call handling system.
• Transfer calls to contacts, or directly to a contact's voicemail if the caller needs to reach a contact who is temporarily unavailable.
• Track the presence status of contacts to determine who is available for communication.
• Add notes to contacts with important information, such as whether the contact asked not to be disturbed or is working from a different time zone than usual. The Status message will also be shown in the Notes section.
• Direct calls to an auto attendant, or a call queue or ring group to help callers reach their destination during hours when a live receptionist is unavailable.
• Chat and consult with a contact before transferring a call to confirm the contact's availability.
• Manage voicemail received from callers or contacts.

Additional Information

• 8x8 Frontdesk User Help Guide (Web Help)
• 8x8 Frontdesk Quick User Guide
• 8x8 Frontdesk FAQ
•  Download 8x8 Work for Desktop  

Objective 

If the answer to the security question is forgotten, the profile will need to be disabled and a new profile needs to be created.

Applies To

• 8x8 Work

Procedure

Reset Password

1. Go to the login page.
2. If prompted, review the License Agreement and click I Agree.
3. Enter your Username.
4. Click Continue.
5. Click Forgot?
6. Enter your Username. (The default username is the email address associated with the User Profile. However, you may also be able to find your username by reviewing the extension welcome email sent when your profile was first created.)
7. Click Send reset link. An email will be sent to the email address associated with your username.
8. Look in your email for 8x8 Password Reset Request from 8x8 Customer Support. (If you cannot find it, check your spam folder.)
   
   
9. Follow the directions in the email and click the link to reset your password.
10. On the 8x8 Reset Password window, answer your security question and click Submit to proceed. If you have not set a security question, proceed with entering a new password.
    
    
11. Enter and confirm your new password. Your password must:
    • Contain 8-25 characters
    • Include both lower and uppercase letters
    • Include numbers
    • Include at least 1 of these special characters: ~ @ # $ ^ * + – = | : ; ? < > &
    • Have no spaces
    • Be different from your username
12. Click Submit. You will see a message confirming that your password has been successfully updated.

Reset Username

1. Go to the login page.
2. If prompted, review the License Agreement and click I Agree.
3. Click Forgot?
4. Enter your 8x8 Work email address.
5. Click Find your username. An email will be sent with your login username.
6. Return to 8x8 Work to log in and use the system.

Additional Information

Symptom

Important: Use of 8x8 SMS now requires that your company register an SMS campaign with The Campaign Registry. For more information, see SMS Campaign Registration and Impact. If your business is not registered with The Campaign Registry, unregistered SMS/MMS will no longer be supported after March 31, 2023. If your company had users enabled for SMS before February 15, 2023, and your business is not currently registered, be advised that changing a user's phone number or user license will result in disablement of SMS for that user. Re-enabling SMS for any user in this condition would require that your company register an SMS campaign.

Applies To

• 8x8 Work
• X Series
• Admin Console

Resolution

Use of 8x8 SMS requires that users be assigned an X2 or higher X-Series license.

1. Log in to Admin Console.
2. Click Users.
3. Click Edit.
4. Navigate to Voice basic settings.
5. Swap the affected phone number with another available number on the account.
6. Click Save.
7. Wait 30 seconds and navigate back to Voice basic settings to swap the number back.

Cause

Objective

Applies To

• 8x8 Work for Desktop

Procedure

• Caller info pop-up: As an agent answering a call on behalf of the Acme Health veterinary branch, you can quickly view details on a caller, such as their last appointment, their pet's health history, and much more!
• Callee info pop-up: As a receptionist for the greater Acme Health clinic, you can instantly identify whether a call is intended for the pediatric unit, the veterinary branch, or more!

Now you can enable pop-ups for outbound calls as well as inbound calls. This feature is available only in 8x8 Work for Desktop v7.10 and higher.

1. In the Settings  tab, go to Caller info pop-up.
2. Enter a web or application URL with a search query to search for a caller or callee number. In our example, we create a URL that searches for any information related to the phone number on https://www.google.com.
   1. Start the search string by entering a specific site or app base URL (in our case, <https://www.google.com/>).
   2. Append a search query appropriate to the base URL (for https://www.google.com, we enter the query <?q=>).
   3. Finish the search string by appending the request for the phone number:
      • Caller information: %%CallerNumber%%
      • Callee information: %%CalleeNumber%%
        
        
        
3. Once you enter your URL, you see options to:
   • Select which number format you want to use for the search that runs automatically in the pop-up. Depending on which site or application you are referencing in your URL, different number formats are more effective than others for producing useful information. Most users in the United States may prefer National format, and most European users would use E164, but ensure that the number format you are using is the same format that works best for the site or app referenced in your URL.
   • View a pop-up while an incoming call is still ringing, or only have the pop-up appear once you answer the call.
4. Click to enable (blue) or disable (gray) the option for Pop-up also when placing outbound calls, depending on your need. This option is disabled by default.
   • Note: This feature is available only in 8x8 Work for Desktop v7.10 and higher.
5. Your URL and selected number format are saved automatically; all incoming calls you receive are accompanied by a caller or callee info pop-up in your browser based on your URL.

Note: If the caller ID is blocked by the caller, the URL is unable to pull up information based on a number, and no caller info pop-up appears.

Additional Info

• Download 8x8 Work for Desktop
• 8x8 Work for Desktop Online Help

Objective

Applies To

• 8x8 Work for Desktop
• Desk Phones

Procedure

8x8 Work for Desktop

1. Accept the call.
2. Click More Options (three dots).
3. Click Transfer.
4. Enter the desired extension.
5. Hover your cursor to the right of the extension's information, then click the Voicemail icon for the chosen extension.
6. The call will be transferred to the desired extension's voicemail after clicking the Voicemail icon.

Desk Phones

1. Accept the call on your desk phone.
   
   
2. Press the MORE softkey button until you see xfrVM then select it.
   
   
   
   
   
3. Enter the desired extension followed by the # key.
4. Wait for the IVR to confirm your transfer.
5. The call will be transferred to the desired extension's voicemail.

Objective

Applies To

• 8x8 Work for Desktop
• 8x8 Contact Center

Procedure

Before you begin, ensure that your system meets the 8x8 Work for Desktop and Contact Center technical requirements. See X Series Technical Requirements.

Things to Know

• Dedicated Agent Extension Mode cannot be used while using 8x8 Work for Desktop as a softphone.
  • If you wish to use Contact Center in Dedicated Agent Extension Mode, a Poly desk phone or a softphone must be used by the 8x8 Work for Desktop extension.
• Users log in to 8x8 Work for Desktop and Contact Center with the same credentials.
• Check that the Interaction Time Out in Contact Center is shorter than Number of Rings before the call is routed to voicemail.
  • If the Number of Rings is longer than the Interaction Time Out, then callers that are routed to voicemail are never routed back to the Call Queue.

Set up 8x8 Work for Desktop as a Softphone in Configuration Manager for Contact Center

1. Log in to Configuration Manager for Contact Center.
2. Select Agents.
3. Click Edit to the right of the designated user.
4. Click the Phone tab.
5. Enter the user's full 8x8 Work for Desktop phone number as their Workplace Phone.
6. Click Save.

Usability

• Agents using 8x8 Work for Desktop must log in before they can receive calls from Contact Center.
• Agents must set their status to Available to make and receive calls in their assigned queues in Contact Center.
• Agents must transfer calls within Contact Center or the calls will be dropped on the Contact Center side.

Additional Information

Objective

Applies To

• 8x8 Work for Desktop
• Call Using

Procedure

1. Log in to 8x8 Work for Desktop.
2. Click Call Using (Headset or deskphone icon).
3. Adjust where you call from by selecting Computer, Deskphone or Add Phone Number. You can also adjust Microphone and Speakers from here.

Objective

Applies To

• 8x8 Work for Desktop
• Call Using

Procedure

1. Open 8x8 Work for Desktop. 
2. Click Call Using.
3. Click + Add phone number.
4. Add the phone number and description of the new device.
   
   
   
   The new device should be an option that can be selected when making outbound calls in Call Using.
5. Click Save.
6. Back on the Call using menu, click to select the newly added device as your outbound calling option.

Note: This external setting is limited to outbound calling only. Inbound calls will not ring the external device.

Objective

Applies To

• 8x8 Work for Desktop
• Call Recordings

Procedure

1. Log in to 8x8 Work for Desktop.
2. Select Call Recordings.
   
   
   
3. Select the call you want to listen to.

Additional Information

Symptom

Applies To

• 8x8 Work Desktop
• Windows OS

Cause

Side note:

1. Go to Control Panel from the Windows Start Menu

Objective

Applies To

• Do Not Disturb
• 8x8 Work for Desktop
• VoIP Phone Devices

Procedure

Additional Information

• Do Not Disturb 8x8 Work presence is enabled on an extension which is part of a Ring Group: calls will still ring out to other members of the Ring Group.
• The Poly feature Do Not Disturb is enabled on a physical device of an extension, but 8x8 Work presence is not set to Do Not Disturb: calls will still ring out to other members of the Ring Group.
• Both Do not Disturb presence and Poly Do not Disturb are enabled: calls will still ring out to other members of the Ring Group.

• Do Not Disturb 8x8 Work presence is enabled on an extension which is part of a Ring Group: calls will still ring out to other members of the Ring Group.
• The Poly feature Do Not Disturb is enabled on a physical device of an extension, but 8x8 Work presence is not set to Do Not Disturb: calls will still ring out to other members of the Ring Group.
• Both Do not Disturb presence and Poly Do not Disturb are enabled: calls will still ring out to other members of the Ring Group.

Question

Applies To

• 8x8 Work
• Integrations

Answer

• Integrations are installed into a central web-based application such as Salesforce or NetSuite. An account administrator installs the integration once, which makes it available to all or selected users when they log in to that CRM.
• Plug-ins are generally pieces of software that are installed directly on an individual operating system such as Windows.

Example: Salesforce is a web-based CRM application (customer relationship management). 8x8 provides a telephony integration that installs directly into the customer's Salesforce account. This phone integration gives the customer's Salesforce users the ability to initiate inbound and outbound call activity, to otherwise control phone calls from within Salesforce, and to automatically store notes and call data in Salesforce.

Web Browser-Based CRM 8x8 Work Integrations

• Salesforce
• NetSuite
• Zendesk
• GSuite
• Bullhorn
• ServiceNow
• Desk.com

Web Browser-Based 8x8 Work Plug-ins

• Web Dialer
• 8x8 Work For Office 365
• 8x8 Work For Google Calendar Chrome Extension
• 8x8 Video Meetings

PC-Installed 8x8 Work Plug-ins

• Skype for Business
• Microsoft Outlook Click to Call
• Microsoft Outlook Virtual Office Meetings
• ACT! (Legacy plugin for Windows)

• Integrations and plug-ins are not phones. They cannot make phone calls or provide phone audio, but many of them can initiate, control, or end phone calls using a required hardphone or softphone.
• No single integration or plug-in can do everything, and their features are not identical. Their functionality is specific to the requirements of the environment they’re made for.

Objective

Applies To

• 8x8 Work
• 8x8 Express
• Mobile Devices (Android, iOS, Amazon Fire OS)

Procedure

1. Ensure you have the 8x8 Work username and password assigned to your extension. If you have not received an extension welcome email or do not have these credentials, speak to your 8x8 system administrator to have them created or assigned.
2. From your mobile device, download and install the app using one of the links below:
   • Download for Android
   • Download for iOS
   • Download for Amazon Fire OS
3. Open the application and enter in the username and password for your extension to log in.

Question

Applies To

• 8x8 Work for Mobile app
• Android
• iOS

Answer

• Android 8.0 (Oreo) or later
• iOS 15 or later

• Android 8.0 or later, with mid to high-range phone specs
  Note: App integration with native phone call experience is optimized on Samsung and Google Pixel devices.
• iPhone 6s or later

Objective

Applies To

• 8x8 Work for Mobile
• Notifications

Procedure

Tips: In order to stay up-to-date on communications in 8x8 Work for Mobile, it is highly recommended that you enable notifications on your device.

1. Open 8x8 Work for Mobile.
2. Tap on your profile. 
3. Tap Settings.
4. Under Notifications toggle to on, the events type you want to get notifications for. 
5. Tap Device Settings. 
6. Enable notifications, and edit the notification settings as needed.

Additional Information

8x8 Work for Mobile follows your device-set vibrate settings for notifications.

Symptom

Applies To

• 8x8 Work for Mobile
• iOS/iPhone

Resolution

1. Tap Settings.
2. Tap Notifications.
3. Scroll down and tap 8x8 Work for Mobile.
4. Ensure Allow Notifications is on (green).
5. Ensure Sounds is on.

Cause

Objective

Applies To

• 8x8 Work for Mobile
• Cellular Data
• Mobile Data

Procedure

If both cellular data and mobile data are active, calls will automatically use cellular data.

iOS

1. In 8x8 Work for Mobile, tap Profile Icon.
2. Towards the bottom of the next screen, tap Settings.
3. Under Data and Network Options tap Use Carrier Minutes.
4. If your mobile number is not already set up in 8x8 Work for Mobile, tap Set to set up your number.
5. Toggle for Incoming and/or Outgoing calls.
   • When Outgoing calls is toggled On, you'll see an additional option: Ask me before calling. Toggle this option on or off.

Android

1. In 8x8 Work for Mobile, tap the Profile Icon.
2. Towards the bottom of the next screen, tap Settings.
3. Tap Data and Network Options.
4. Tap Use Carrier Minutes.
5. Toggle for Incoming and/or Outgoing calls.
   • When Outgoing calls is toggled On, you'll see an additional option: Ask me before calling. Toggle this option on or off.

Additional Information

Objective

Applies To

• 8x8 Work for Mobile
• Call Transfer

Procedure

Cold Transfer

1. On an active call, tap Transfer.
   
   
   
   Your contact directory will load.
2. Find and tap the target contact in your directory. The call will be immediately transferred to the selected contact and conclude on your end.

Warm Transfer

1. On an active call, tap More. 
2. From the More options menu, tap Add Call.
   
   
3. Enter the number you wish to call, or choose a contact from your directory.
4. Once connected and ready to warm transfer click Merge.
5. Hang up the call and select Continue without me to exit the call.
   
   

Note: Unlike in the 8x8 Work for Desktop, the company directory is not available when searching for a transfer target when using 8x8 Work for Mobile. The only visible categories are Favourites and Suggested contacts. Suggested contacts are automatically populated through app usage. Favourite contacts are designated through the Contacts interface.

Objective

Applies To

• 8x8 Work for Mobile
• Call Forwarding

Procedure

1. Open 8x8 Work for Mobile.
2. Tap your profile.
3. Tap Settings.
4. Tap Account Settings.
   
   
5. Tap Call Forwarding menu. This should be the only option available to you after entering Account Settings.
6. You are now presented with various options for Call Forwarding. In this menu, you are able to choose specific instances where you will want call forwarding to be active. E.g. When busy, when unable to answer, and when the user is without an internet connection. These are all individually configurable, simply turn the rules on and off to your requirements then within the Forward To menus, you will be able to enter your forwarding destination number/extension.
   • Alternatively, turn on Always forward calls to forward all calls to another number/extension. This rule is generally used if you are unable to take calls for a long period of time. Once you have turned on Always Forward you will be presented with forwarding options as per the below image.
     
     

Note: All settings are saved automatically once selected in 8x8 Work for Mobile.

Objective

Applies To

• 8x8 Work for Mobile
• 8x8 Express
• Voicemail Greeting

Procedure

1. Log in to 8x8 Work for Mobile.
2. Dial 555.
3. Enter your voicemail access PIN, followed by #.
4. Press * to go to the main menu.
5. To access greeting options, at the main menu, press 2.
6. From the greeting options menu, select one of the following:
   1. First and Last Name
   2. Internal Greeting
   3. External Greeting

Objective

Applies To

• 8x8 Work for Mobile

Procedure

1. Tap the profile image icon in the header to open your Profile screen. 
   
   
2. In your profile, enable Business Hours to show business hour options.
   
   
3. Set the starting and end time for your business hours, and the days of the week for which business hours are enabled. When you are outside of your business hours, you see a Snoozing icon  next to your profile image in your application header and Profile screen. This icon is visible only to you.
   
   

If you are outside of your business hours, your contacts are not notified that their communications might not reach you.

Objective

Applies To

• 8x8 Express
• Third-Party Devices

Procedure

Note: Accommodation of devices not purchased from or originally provisioned for service by 8x8 is on a commercially reasonable effort basis. These devices are not guaranteed to be supported on 8x8 service.

1. Be supported models on compatible firmware.
2. Have a valid factory-installed device certificate. See How to Check Phone for a Valid Device Certificate.
3. Have our server address programmed in so they can reach our servers.

Note: The below guides are for phone system administrators. If you are not the person responsible for setting up and maintaining your company's 8x8 phone system, you may not be able to complete all of the steps below.

Provisioning Guides by Manufacturer

• Manually Provision a Poly Phone
• Provision Your Cisco SPA IP Phone
• Manually Provision a Yealink Desk Phone Using the Web GUI

Symptom

Applies To

• 8x8 Work for Mobile

Resolution

Android

1. Open 8x8 Work for Mobile.
2. Tap on your profile.
3. Tap Settings > Data and Network Operations.
4. Tap Cellular Assist.
5. Ensure that cellular assist is turned on for incoming calls and outgoing calls.

iOS

1. Open 8x8 Work for Mobile.
2. Tap on your profile.
3. Tap Settings > Data and Network Operations.
4. Enable On Cellular Data. 
5. Tap Cellular Minutes.
6. Ensure that cellular assist is turned on for incoming calls and outgoing calls.

Cause

Symptom

Applies To

• 8x8 Work for Mobile
• Android

Resolution

1. Open 8x8 Work for Mobile.
2. Tap on your profile.
3. Tap Settings > Advanced Settings.
4. Toggle Enable software echo cancelation to on.

Cause

Objective 

Note: Users based in China are unable to search for or download 8x8 Work for Mobile in the Apple App Store (iOS) or Google Play Store (Android).

Applies To

• 8x8 Work for Mobile
• 8x8 Users based in China

Procedure

iOS

1. Tap Settings > General.
2. Navigate to Profiles & Device Management.
3. Under Enterprise App tap 8x8.
4. Tap Trust 8x8.
5. Go to Baidu Wangpan.
6. Select and install the .ipa file.

Android

1. In your device's system settings, allow installation of apps from unknown sources/locations. (Refer to your device user instructions.)
2. Go to Baidu Wangpan.
3. Select and install the .apk file.

Additional Information

Overview

• The user cannot install 8x8 Work for Desktop (lack of permissions, the computer does not belong to the user, using a Chromebook, etc.).
• The user does not need to use local Outlook or Lync integration.

To Use 8x8 Work for Web

1. In the Google Chrome web browser, navigate to http://work.8x8.com
2. Log in with your 8x8 extension username and password.
3. Optionally follow prompts to manage audio devices.

Current Limitations

• At this time, Work for Web may only be used in these browsers: Google Chrome and Microsoft Edge (Chromium-based).
• 8x8 users not on the X Series platform will be unable to access the Account Settings sub-menu in Work for Web -- this includes configuring call forwarding options. (Use the Account Settings App for these settings instead. See Download 8x8 Account Settings App for Non-X Series Users.)
• Always-on-top pop-ups from the desktop app (such as the incoming call pop-up, call control window, meeting preview, etc.) are not available in the web app. In the web app, answer calls through the in-app incoming call banner.
• You cannot import Outlook contacts to the web app. (Google contacts are supported.)
• There are no built-in call controls for headsets in the web app.
• There is no custom protocol support (tel://, votel:// etc.) in the web app.
• At this time, there are no keyboard shortcuts in the web app.
• Sound alert notifications in the Chrome browser on Mac OS

Additional Info

Objective

IMPORTANT: As of March 1, 2023, 8x8 has ceased selling 8x8 Express service to new customers. Customers with active 8x8 Express accounts at this time can continue using them as normal. For more information about this change, see 8x8 Express End of Sale (EOS) FAQ.

Applies To

• 8x8 Express

Procedure

1. Log in to 8x8 Manager Express.
2. From the navigation menu on the left, click Account information. 
3. Click Purchase Licenses & devices.
4. To add a license, click Add to Cart.
5. On the checkout page, update the quantity of licenses as desired.
6. Select a service location. 
7. Select a payment method. 
8. Click Estimate taxes and fees.
9. Click Continue.
10. At the prompt, review the agreement Terms and Conditions. Click Agree and buy.
11. Your order will go through a processing screen and after it's confirmed, you will see a confirmation message.