Question
Why are my call forwarding rules in 8x8 Work disabled when I log into 8x8 Agent Workspace and use the softphone?
Applies To
- Contact Center Agent Workspace Softphone
- 8x8 Work Call Forwarding Rules
Answer
When you log into 8x8 Agent Workspace and choose to use the integrated softphone, any call forwarding rules you have set up in your 8x8 Work application are automatically disabled. This behaviour is by design. The Agent Workspace softphone becomes your primary call handling endpoint, and disabling the 8x8 Work call forwarding prevents potential conflicts or misrouting of calls. If you wish to use call forwarding again with your 8x8 Work application after using the Agent Workspace softphone, you will need to manually re-enable your rules in the 8x8 Admin Console.
An upcoming improvement plan is to allow the rules to run in parallel with the Agent Workspace Softphone. However, please keep in mind that this change is not retroactive. Users who previously had rules disabled due to Agent Workspace Softphone activation will need to manually re-enable those rules after the update. Once re-enabled, the rules will function as expected alongside the Agent Workspace Softphone.
Additional Information
For more information on setting up and managing call forwarding rules in 8x8 Work, refer to: How to Set Custom Call Forwarding in 8x8 Work for Desktop.
For information on configuring the 8x8 Agent Workspace softphone, see: Use 8x8 Agent Workspace softphone as your workplace phone.