Objective

Applies To

• 8x8 Agent Workspace
• Call Transfer

Procedure

1. During an active call, notify the current caller about the intended transfer to another department.
2. Click Transfer. The transfer options appear.
3. Select the Queues tab to view the list of queues in your contact center.
4. Review the status of the queue by checking the number of available agents assigned to the queue, the number of interactions waiting in the queue, and the longest waiting interaction time.
5. Select a queue and click Transfer.
   
   
6. At the prompt for transfer confirmation, click Continue.
7. Notice the message that the interaction is transferred successfully.
8. Click Wrap up to change your status to Available back again.

Symptom

Applies To

• 8x8 Contact Center
• Emails
• Local CRM

Resolution

Cause

Objective

Applies To

• 8x8 Contact Center
• 8x8 Agent Workspace

Procedure

1. Notify the current caller about the transfer.
2. Click on the Transfer button on the call control panel.
   
   
3. Click the Contacts tab to see a list of agents with their current status.
4. To consult the second agent before transferring the interaction, click on their name and then Warm Transfer.
   
   
5. Once the agent answers, click on the transfer button.
6. Agent Console submits a new phone interaction to the selected agent, then changes your status to Post Processing.
7. Click End Post Processing to make your status Available or click Work Offline if you need more time to complete any post-processing tasks. For information about your contact center's timeout interval, contact your contact center administrator.

Symptom

Applies To

• 8x8 Contact Center
• 8x8 Work

Resolution

Additional Information

• Warm Transferring Calls to Agents in 8x8 Contact Center
• How to Transfer a Call to Another Queue in 8x8 Agent Contact Center

Symptom

Applies To

• 8x8 Agent Workspace

Resolution

Cause

Symptom

• User's SSO login works.
• In the 8x8 Application Panel, select Contact Center Agent Workspace.
• With a new browser tab open for Agent Workspace, you see the error message, "The single sign on failed. If problem persists, please contact your administrator for further assistance."
• Other users can access Agent Workspace without error.

Applies To

• Agent Workspace

Resolution

1. Log in to Configuration Manager for Contact Center.
2. Select Security.
3. Select IP Address Restriction.
4. Adjust the existing allowed IP addresses, or Add Allowed IP Range.

Cause

Additional Information

• Enhanced System Access Authentication
• Authorize IP Access via Email

Objective

Applies To

• 8x8 Contact Center
• Transaction ID
• Agent Workspace

Procedure

During a Call

1. Log in to 8x8 Agent Workspace.
2. While on a call, the Transaction ID is located at the bottom of the transaction Info tab.
3. After ending the call, while in wrap-up status, the Transaction ID will still display.

After a Call

1. Log in to your Application Panel.
2. Select Customer Experience and Post-Call Survey Analytics.
   
   
3. Select your required filter.
   
   
4. On the right-hand side, change the column settings to display Transaction ID.
   
   
5. The Transaction ID of your calls will now appear.
   
   

Additional Information

• When the transaction is being offered to the agent. 
• When the agent is processing that transaction and all the way till the end of post-processing after which it will disappear from the Agent User Interface and can be reviewed from reports that are available to supervisors.

Objective

Applies To

• 8x8 Contact Center
• 8x8 Agent Workspace

Procedure

1. Log in to the Agent Workspace.
2. Go to Menu > Profile.
3. On the Settings tab, scroll down to Email.
4. Go to Email Signature and write your email signature and select Save Settings.
   
   
5. Go to your cases from Folder Icon to view your cases and reply to your chosen case.
6. Go to Signature and select your own signature and click on the insert option which will appear in your email.

Objective

Applies To

• 8x8 Contact Center
• FAQ
• Click2Dial
• Phone Directory

Procedure

1. Open FAQ.
2. Click Add New Category. 
3. Enter the Category name and click OK. For example, "Support Phone Directory" (mark This Category is Private if for internal use only).
4. Click the Category name you created.
5. On the right, click Add New FAQ.
6. In the Question box enter the name of the Directory. For example, Support Click2Dial.
7. In the Answer box, enter the contact name with the phone number in "ctd" tags.
8. For example: Support: {ctd}202-555-1031{/ctd}
   • Continue adding contacts until your list is complete.
     
9. Click Save to complete the directory.

Testing

Objective

Applies To

• 8x8 Agent Workspace

Procedure

1. Log in to 8x8 Agent Workspace as a Supervisor agent. 
2. Select Menu > Monitoring, the Monitoring dialog opens. 
3. Select the Agent Management tab. 
4. Select the Monitor sub-tab. 
5. Check the box Logged in, the logged in agents are displayed. 
6. In the Action column, click the logout icon (looks like a door with an arrow pointing to the right).

Question

Applies To

• 8x8 Agent Workspace

Procedure

• Available: In the Control Panel, click Available to receive new interactions and access all features. In this status you can use tools while waiting for a new interaction, and Agent Workspace is permitted to offer you new interactions.
  Agent Workspace automatically changes your status to Busy or In Progress when you:
  • Accept an incoming interaction.
  • Place an outbound call through a queue.
     
• Busy or In Progress: When your Agent Workspace status is Busy or In Progress, you are unavailable to receive new interactions. The amount of time you are allotted to accept an offered interaction is specified by your contact center administrator when he or she configured the contact center. When you are Busy or In Progress, Agent Workspace enables you to access all Agent Workspace tools.
   
• Post-Processing: When you complete an interaction, Agent Workspace automatically changes your status to Post-Processing. When your status is Post Processing, you are unavailable to receive new interactions. Use the Post Processing interval to perform any tasks required to finalize the interaction. The amount of time you are allotted to perform Post Processing is specified by your contact center administrator when they configure the contact center.
   
• Working Offline: In the Control Panel, click Work Offline to prevent Agent Workspace from offering you new interactions, but you can retain the ability to access all features. Change your status to Working Offline, if you are processing the current interaction, updating the CRM data for a previously received interaction, or taking a break. Regardless of why you are Working Offline, Agent Workspace is not permitted to offer you a new interaction.
   
• Take Break: In the Control Panel, click Take Break to become unavailable to receive new interactions, and disable access to all features.
   
• Log Out: When you choose this status, you are logged out of Agent Workspace and do not receive any interactions.

Additional Information

• If you do not route a call through a queue, your status remains unaffected. If your status is Available while placing an outbound call or receiving an Incoming call, you are open for incoming interactions, and the interaction will follow the endpoint setup. 
• If you use 8x8 Work for Desktop as an endpoint and set it on busy, but you're available in 8x8 Contact Center, calls will still route to your endpoint. To avoid this, set yourself on Working Offline.

Objective

Overview

• Efficiency and Time Savings: Streamlines the communication process by enabling agents to use pre-recorded messages, reducing response times. The Play and Hang Up feature further enhances efficiency, allowing agents to leave a message and disconnect, freeing them to move on to the next call while the customer listens to the recording. This ensures timely interactions without compromising message delivery. 
• Consistency and Accuracy: Ensures all customers receive the same information, maintaining quality across interactions.
• Enhanced Agent Confidence: Empowers agents with reliable tools to handle inquiries confidently.
• Scalability and Flexibility: Adapts seamlessly to varying business sizes and needs, ensuring quality customer service as your operation grows.

Applies To

• 8x8 Agent Workspace

Procedure

Setup

1. Accessing the Tool
   • Navigate to the Menu, and select My Profile > My Recordings.
   • Select + New Recording to begin.
2. Creating a Recording
   • In the Name field, label your voice message. This name will be displayed in the list of recordings you can open and play during a live call.
   • In the Description field, specify the messages purpose, which will also be visible in the list of recordings that agents can open and play in a live call.
   • Enable the message for use during calls by selecting Enabled.
   • Click Next: Record a Message. Follow the dialog box instructions to record your voice message.
     
     
     
3. Recording Your Message
   • Click the phone icon and answer your call. Listen to the instructions played over the phone.
   • Begin recording by pressing the record icon after the beep.
   • Press the record icon again to stop recording once complete.
   • Review your recording and re-record if necessary by pressing the record button again.
   • Save your recording by hanging up and clicking Save. Your recording will now appear under the My Recordings tab.​​​​​​​
     
     
     

Using Your Recordings

1. During any active call, click the recording icon to access your recordings.
2. Select the desired recording for the customer. Choose Play to continue the conversation after the message, or Play and Hang Up to let the recording play only to the customer while the agent hangs up and moves to another call.
   • This is especially useful when leaving a voicemail for the customer, once the message is played the call will finalize on the customers end as well.
   • The Recordings pre-recorded by agents are always displayed in this area, in addition, if agents are handling Campaign calls, it will show the audio files configured on the campaign.​​​​​​​
     ​​​​​​​
     
     

Symptom

Applies To

• Agent Workspace

Resolution

Cause

Additional Information

Objective

Applies To

• 8x8 Contact Center
• Agents

Procedure

1. Select Work Offline Status.
2. Select the Phone icon.
3. Enter the phone number in the box below the line 1 and 2 boxes.
4. Click Dial.
5. The workplace phone will ring, answer it.
6. 8x8 Contact Center will dial the outbound call, and the sound of dialing can be heard.
7. When answered the destination is connected.

Objective

Applies To

• 8x8 Contact Center
• Agent Workspace

Procedure

1. Select Work Offline. Agent Workspace makes you unavailable for new interactions.
2. Go to My Profile. Agent Workspace displays the profile configuration page.
3. Under Settings > Connectivity > Phone setup, click on change.
   
   
4. Select either Forward to a number, or Use a SIP URL.
5. Enter in your phone number or a URL.
6. Note: This number should be entered either with a leading "00" and country code (e.g., UK = 0044), or if this is not working, with a leading "+" and country code (e.g. ,UK = +44).
7. The 8x8 Work extension number of the end user can be entered also, if 8x8 Work is being used. Ensure that you enter the 8x8 Work extension number, not the 8x8 Contact Center extension.
8. Click Validate Phone to verify if the phone works. The end user will receive a test call on the endpoint.
   
   
9. After the phone has been validated, you can click Voicemail Setup in the same screen to make a call to the endpoint and change you Contact Center voicemail settings.

Symptom

Applies To

• 8x8 Contact Center
• 8x8 Agent Workspace

Resolution

Cause

Additional Information

Symptom

Applies To

• 8x8 Contact Center
• Agent Status

Resolution

Cause

Additional Information

Overview

Applies To

• 8x8 Contact Center
• Agent Workspace

What Happens If My Browser Doesn’t Have Access To My Microphone?

Granting Browser Permissions

Enabling the Agent Workspace softphone for the first time

• Agent places themselves in Work Offline status
• Click on the status icon and select My Profile from the menu
• Select the 8x8 Work option
• Click the Save settings button

• Microphone access request in Chrome:
• Clicking Allow will result in a flashing red dot icon in the tab to show that this tab is controlling the microphone:
• Microphone access request in Edge:
• Clicking Allow will result in a microphone icon being displayed in the address bar:
• Microphone access request in Firefox:
• Clicking Allow will result in a microphone icon being displayed in the address bar:

Reviewing microphone settings

• Click on the menu button in Chrome, near the top right hand corner of the browser window
• and then click on Settings
• Then either search for microphone in the search bar; or click on Privacy and security.
• Then click on Site Settings
• Scroll down the page until you can view the Microphone settings in the Permissions section:
• Ensure that the Sites can ask to use your microphone is selected:
• Review both sections that detail the sites that are Not allowed to use your microphone and Allowed to use your microphone. Please ensure that nothing related to https://vcc-xxx.8x8.com (where xxx will relate to your cluster (e.g. EU11, NA10, SY1 etc.)) is in the not allowed section and that there is a reference to this in the allowed section.

• Click on the menu button in Edge, near the top right hand corner of the browser window
• Either search for Microphone in the search settings box or click on Cookies and site permissions:
• Click on Microphone
• Ensure that Ask before accessing is switched on (as shown below). Ensure that there are no references like https:vcc-xxx.8x8.com (where xxx will relate to your cluster (e.g. EU11, NA10, SY1 etc.)) are in the Block section. You may see a reference like https://vcc-xxx.8x8.com in the Allow section.

• Click on the menu button in Firefox, near the top right hand corner of the browser window
• and then click on Settings
• Either search for Microphone in the Find in settings box and click on Settings…
  or click on Privacy and Security, scroll down the page to the Permissions section and click the Settings... button to the right of Microphone:
• Ensure that Block new requests asking to access your microphone is unchecked (as shown):

Additional Information 

Overview

Applies To

• 8x8 Contact Center
• Agent Workspace
• Video Elevation

How to use the service

Agent flow

1. While on a phone call, if the agent wants to elevate to to video, go to the SMS button.
   
   
2. Then, select the option for new video invite 
   
   
3. Select the From and To address if needed. 
   • If you have just one SMS number on the account then you can’t select the from. The to address is auto populated but can be changed to send to a different number.
     
     
4. Then, when the SMS is sent, this will then automatically pop up the video elevation window for the agent. 
   
   

Customer flow

1. The customer will then receive the SMS on their phone with a clickable link. 
   
   
2. The customer will click on that link which will then pop up their browser.
3. An Allow button will appear, that the customer needs to select so they can share their video.
   
   
4. Once the customer is able to share their video, they will be able to see on their phone what they are sharing with the agent.
   
   
5. Now, the agent can guide them where they want them to point the camera.

Features

Sharing video

Agent view  
 

                             

Customer view

Screenshot

The agent can use the screenshot button, which will then save a screenshot of what is on the screen to their desktop. The customer is not given a notification that the screenshot is taken.

Camera view control

The agent can select to change the view of the camera, so they can view the customer's face for identification. When an agent requests this, the customer has to approve it for it to happen.

Location 

The agent can use this to take the location of the customer. This customer will need to approve the option for this to work. 

FAQs

Is there anything that the customer needs to open the link?

Are there any charges for the customer receiving the SMS? 

Can I change the number that I send the SMS out to?