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8x8 Work Integrations: Clicking Accept does not answer a call in the Desktop and Mobile apps

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Symptom

When clicking the green Accept  clipboard_ef42ec08629c40fc518f317e33dec392f.png button in the 8x8 Work integration to answer a call, calls appear to be actively connected in the 8x8 communication panel, but the call is not active in either the 8x8 Work for Desktop or 8x8 Work for Mobile applications.

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In this case, a message stating Active call on another device will also appear in a green banner in both 8x8 Work for Desktop or 8x8 Work for Mobile applications.

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Applies To

Cause

By design, the Accept clipboard_ef42ec08629c40fc518f317e33dec392f.png button in all 8x8 Work integrations only operates an attached desk phone, forcing that device to pick up calls.

8x8 Work for Desktop and 8x8 Work for Mobile will not automatically answer calls initiated through the communication panel's  Accept clipboard_ef42ec08629c40fc518f317e33dec392f.png button.

Resolution

To answer calls in 8x8 Work for Desktop or 8x8 Work for Mobile, all calls must be directly answered in those applications.

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Important:

  • If you do not have a physical desk phone assigned to your 8x8 extension, and you click the Accept clipboard_ef42ec08629c40fc518f317e33dec392f.png button, the 8x8 communication panel will stop displaying call activity. 8x8 Work for Desktop and 8x8 Work for Mobile will continue to ring until the call is answered, or until the "No answer" timeout limit has been reached.
  • If by mistake a call is picked up on a desk phone using the Accept clipboard_ef42ec08629c40fc518f317e33dec392f.png button, simply click Flip call or dial *88 from your desired app to immediately transfer the call to that app.