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How to Enable Off-Hook Connection Mode
8x8 Support

How to Enable Off-Hook Connection Mode

Objective

To enable Off-hook connection mode. 

Off-hook is a persistent connection from the agent’s device to 8x8 Contact Center. It removes the need to connect the agent’s phone for every call handled.

Applies To

  • 8x8 Contact Center
  • Contact Center Configuration Manager 
  • 8x8 Agent Console

Procedure

Off-hook Connection Mode was renamed to Persistent Connection Mode in Contact Center 9.9. The functionality remains the same.

Contact Center 9.8 and Below

  1. Log into Contact Center Configuration Manager as an administrator.
  2. Click Home.
  3. Navigate to the Profiles tab. 
  4. Click Enable Off-hook Connection Mode.
  5. Log into 8x8 Agent Console
  6. Select Work Offline
  7. Click Menu > Profile
  8. Under Personal click Enable Off-hook Connection Mode
  9. Click Save

Contact Center 9.9

  1. Log into Contact Center Configuration Manager as an administrator.
  2. Click Home.
  3. Navigate to the Profiles tab. 
  4. Set Default Phone Connection to Persistent.
    Screen Shot 2020-10-05 at 1.22.19 PM.png
  5. Click Save.

Additional Information 

Once enabled a message showing how the feature works will appear. 
Screen Shot 2019-10-01 at 12.06.37 PM.png

 

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