How 8x8 Contact Center Agents Can Call Other Agents

Objective

The following article explains the use case where 8x8 Contact Center Agents would like to call or chat with VO Agents.

Applies To

• 8x8 Contact Center
• 8x8 Agent Console
• Virtual Office
• Chat

Procedure

1. From the 8x8 Agent Console, click Directory.
2. Search for the VO user you wish to chat with.
3. Click the Chat or Call icons respectively.

The feature is used so agents can connect to other experts within organizations, either calling them on a second line (or merging with customer call) or by opening up chat sessions with them.