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How to Use 8x8 Work for Desktop as a Softphone
8x8 Support

How to Use 8x8 Work for Desktop as a Softphone

 

Note: To set up Work for Desktop as a softphone in the legacy version of Virtual Contact Center, click here.

Work for Desktop is available as a softphone option for 8x8 Contact Center. This allows the agent to use Work for Desktop instead of a physical phone. Calls to the user's extension can be directed to Work for Desktop. Follow the instructions below to use and set up softphones for your agents in Contact Center. 

Before you begin, ensure that your system meets the Work for Desktop and Contact Center technical requirements. 

Things to Know

  • Dedicated Agent Extension Mode cannot be used while using Work for Desktop as a softphone.
    • If you wish to use Contact Center in Dedicated Agent Extension Mode, a Polycom desk phone or a Bria softphone must be used by the Work for Desktop extension.
  • Users log in to Work for Desktop and Contact Center with the same credentials.
  • Check that the Interaction Time Out in Contact Center is shorter than Number of Rings before the call is routed to voicemail.
    • If the Number of Rings is longer than the Interaction Time Out, then callers that are routed to voicemail are never routed back to the Call Queue.

To configure a Contact Center Agent User Profile

  1. Log in to Account Manager.
  2. From the top Navigation bar, click Accounts.
  3. Click Users.
  4. Click Create a New User Profile.
  5. Enter in the user profile details and check the VCC Agent box.
  6. Click New Private Routing Number.
  7. Assign the agent a VCC Private Routing Number.
  8. Click Add.
    Softphone- Private Routing Number.png
  9. Click Save.
    Softphone - VCC Agent User Profile.png

To assign the user to an extension

  1. From the top navigation bar, click Phone System.
  2. Click Extensions.
  3. Click View under View all Extensions.
  4. Click Edit next to an unassigned Virtual Office Extension.
  5. Click Select User Profile.
  6. Search for the user using their name or email address. Softphone- Select User Profile for VO Extension.png
  7. Click Select next to the designated user.
  8. Ensure the Enable Virtual Office box is checked.
    Softphone- VCC Agent with Extension (1).png
  9. Click Save.

To set up Work for Desktop as a softphone in Configuration Manager

  1. Log in to Configuration Manager.
  2. Select Agents.
  3. Click Edit to the right of the designated user.Softphone- Edit Agent Profile.png
  4. Click the Phone tab.
  5. Enter the user's full Work for Desktop phone number as their Workplace Phone.
    Softphone- Workplace Phone.png
  6. Click Save.

Usability

  • Agents using Work for Desktop must log in before they can receive calls from Contact Center.
  • Agents must set their status to Available to make and receive calls in their assigned queues in Contact Center.
  • Agents must transfer calls in Contact Center or the calls will be dropped on the Contact Center side.