--- title: "8x8 Engage FAQ" slug: "8x8-engage-faq" updated: 2026-10-16T09:05:52Z published: 2026-10-16T09:05:52Z canonical: "help.8x8.com/8x8-engage-faq" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.8x8.com/llms.txt > Use this file to discover all available pages before exploring further. # 8x8 Engage FAQ ## Overview Answers to common questions about 8x8 Engage, including Omni digital channels, licensing, supervision, Microsoft Teams, call recording, and queue behavior. ## Applies to - 8x8 Work - 8x8 Contact Center - 8x8 Engage --- ### Questions & answers #### What is 8x8 Engage? 8x8 Engage combines 8x8 Work and 8x8 Contact Center in one product. It is for users who talk to customers as part of their job, but not as their main job. These users work in 8x8 Work apps instead of 8x8 Contact Center. To make this work, 8x8 Contact Center is tied to 8x8 Work. Admins assign users to call queues in Configuration Manager for 8x8 Contact Center: ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13883?sv=2026-02-06&spr=https&st=2026-10-29T14%3A09%3A05Z&se=2026-10-29T15%3A09%3A05Z&sr=c&sp=r&sig=RyDiad8weE7yCdlkDD1%2Bh0lidZuJKEFzHFfFjgcJYws%3D) Those users then make and receive their calls in 8x8 Work apps: ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13882?sv=2026-02-06&spr=https&st=2026-10-29T14%3A09%3A05Z&se=2026-10-29T15%3A09%3A05Z&sr=c&sp=r&sig=RyDiad8weE7yCdlkDD1%2Bh0lidZuJKEFzHFfFjgcJYws%3D) 8x8 Engage supports voice. With 8x8 Engage Omni (Beta), it also supports digital interactions (Webchat, Facebook Messenger, SMS, and WhatsApp) on the same 8x8 Engage licenses. Admins choose either the Omni (voice and digital) configuration or the Voice-only configuration. For details, see **How do I enable 8x8 Engage Omni (Beta)?** below. #### How do I enable 8x8 Engage Omni (Beta)? 8x8 Engage Omni (Beta) adds digital channels to 8x8 Engage on the same 8x8 Engage licenses: Webchat, Facebook Messenger, SMS, and WhatsApp. Viber and RCS are available in Beta, and pricing for them isn't available yet. Webchat and Facebook Messenger are included at no extra cost. SMS and WhatsApp require Proactive Outreach, which is how messaging usage is billed. To enable 8x8 Engage Omni (Beta): 1. Choose the channels you want to use. 2. For SMS and WhatsApp, check whether your account has a Proactive Outreach license in **Admin Console > Licenses**. If it doesn't, contact your 8x8 Account Manager or Channel Account Manager. 3. Set up each channel: - Webchat: see [Configure chat channel properties](https://help.8x8.com/documentation/docs/en/configure-chat-channel-properties). - Facebook Messenger: see [Configure social media integration](https://help.8x8.com/documentation/docs/en/configure-social-media-integration). - SMS and WhatsApp: after your Proactive Outreach order, 8x8 contacts you to set up messaging. For SMS, this covers your sending number and carrier registration. For WhatsApp, it covers connecting your WhatsApp Business account through your Meta Business account. After your SMS channel is provisioned, see [Configure SMS channels](https://help.8x8.com/documentation/docs/en/configure-sms-channels) to assign a script and add users to the queue. 4. Assign your 8x8 Engage users to the digital queues. 5. In **Admin Console > Work Apps Settings**, enable **Allow users to have Engage voice & digital blended capabilities**. This setting is enabled by default for new customers. Existing customers must enable it. 6. Check that users have 8x8 Work for Desktop or 8x8 Work for Web 8.38 or later, or 8x8 Work for Mobile 12.14 or later. 7. In **Configuration Manager for 8x8 Contact Center > Users**, select the user. 8. Open the **Interactions** tab, and set how voice and digital interactions are blended. > [!NOTE] > Note: > > Digital channels are not available in New Zealand. #### Is Supervisor Workspace available for 8x8 Engage? Yes. Assigned supervisors can open Supervisor Workspace from 8x8 Work apps. Click the eye icon, and Supervisor Workspace opens in a new browser tab. The eye icon appears only for assigned supervisors. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13884?sv=2026-02-06&spr=https&st=2026-10-29T14%3A09%3A05Z&se=2026-10-29T15%3A09%3A05Z&sr=c&sp=r&sig=RyDiad8weE7yCdlkDD1%2Bh0lidZuJKEFzHFfFjgcJYws%3D) The default layout of Supervisor Workspace for 8x8 Engage is different from the layout in 8x8 Contact Center. Some widgets need an additional purchase. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13885?sv=2026-02-06&spr=https&st=2026-10-29T14%3A09%3A05Z&se=2026-10-29T15%3A09%3A05Z&sr=c&sp=r&sig=RyDiad8weE7yCdlkDD1%2Bh0lidZuJKEFzHFfFjgcJYws%3D) ##### Supervisor Workspace in 8x8 Work for Mobile Supervisor Workspace is available in 8x8 Work for Mobile. 8x8 Engage users, including supervisors, can also see, sign in to, and sign out of their assigned 8x8 Engage call queues in 8x8 Work for Mobile. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13901?sv=2026-02-06&spr=https&st=2026-10-29T14%3A09%3A05Z&se=2026-10-29T15%3A09%3A05Z&sr=c&sp=r&sig=RyDiad8weE7yCdlkDD1%2Bh0lidZuJKEFzHFfFjgcJYws%3D) ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13900?sv=2026-02-06&spr=https&st=2026-10-29T14%3A09%3A05Z&se=2026-10-29T15%3A09%3A05Z&sr=c&sp=r&sig=RyDiad8weE7yCdlkDD1%2Bh0lidZuJKEFzHFfFjgcJYws%3D) #### Is 8x8 Engage an inexpensive edition of 8x8 Contact Center? No. 8x8 Engage is designed for different kinds of professionals than 8x8 Contact Center. Its price depends on how many add-ons a customer needs to run their business. #### Can 8x8 Engage become a full contact center through purchasing add-ons? No. Add-ons don't turn 8x8 Engage into 8x8 Contact Center. However, 8x8 Engage with add-ons can reach the same price point and capabilities, while keeping the agent persona experience flexible. #### Can 8x8 Engage be paired with more management and supervision capabilities like status code reporting? The capabilities in 8x8 Engage are tailored to its use cases. If the business department running a contact center needs more control, use 8x8 Contact Center instead. #### Can I run a formal contact center on 8x8 Engage? No. 8x8 Engage is not built for formal contact center operations. For a formal contact center, use 8x8 Contact Center. #### Can the queue post-processing timeout be set to Manual? No. Never set the call queue **Post-processing timeout** to **Manual** for 8x8 Engage users. If you do, assigned users stay in post-processing after their first call, with no way to end it. They then stop receiving queued calls. 8x8 Engage users also don't see a countdown timer for post-processing when a queued call ends. To them, their status shows as **Available** as soon as the call ends, while the post-processing timer counts down in the background. To avoid confusion, set this property to a reasonable non-manual value, tell your users what the value is, or do both. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13898?sv=2026-02-06&spr=https&st=2026-10-29T14%3A09%3A05Z&se=2026-10-29T15%3A09%3A05Z&sr=c&sp=r&sig=RyDiad8weE7yCdlkDD1%2Bh0lidZuJKEFzHFfFjgcJYws%3D) #### Why doesn't a supervisor's 8x8 Work status change after I enable them? Supervisor entitlement changes take two hours to show in 8x8 Work for Desktop, 8x8 Work for Web, and 8x8 Work for Mobile. After you enable the supervisor flag in Configuration Manager for 8x8 Contact Center, the setting is cached for two hours. The two hours start when the supervisor first signs in to 8x8 Work. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13899?sv=2026-02-06&spr=https&st=2026-10-29T14%3A09%3A05Z&se=2026-10-29T15%3A09%3A05Z&sr=c&sp=r&sig=RyDiad8weE7yCdlkDD1%2Bh0lidZuJKEFzHFfFjgcJYws%3D) #### Can I mix and match 8x8 Engage and formal contact center? Yes. It depends on the teams and what their jobs involve. Some teams can use 8x8 Engage, while others are better served by 8x8 Contact Center. You can mix 8x8 Engage and 8x8 Contact Center in these setups: - A hybrid tenant, which is a single tenant with both 8x8 Engage and 8x8 Contact Center licenses. - Two or more 8x8 Contact Center tenants, where one tenant has 8x8 Engage licenses and another has 8x8 Contact Center licenses. #### Are pause reasons available in 8x8 Engage? Yes. When you pause your assigned queues, you can choose a reason, such as Break or Work offline, from **My assigned queues > Pause**. Admins control this with the **Allow users to have pause reasons** setting in **Admin Console > Work Apps Settings**. The setting is enabled by default for new 8x8 Engage customers. It takes effect only when **Allow users to pause their assigned queues** is also enabled. Pause reasons are available in 8x8 Work for Desktop and 8x8 Work for Web 8.37 or later, and in 8x8 Work for Mobile 12.14 or later. #### Is Frontdesk supported in 8x8 Engage? Yes, Frontdesk is supported in 8x8 Engage. However, some 8x8 Engage features are not currently available with Frontdesk: - Direct UC calls can't be transferred to assigned Contact Center queues. They can only be transferred to Contact Center channels. - Contact Center queue calls can't be parked. - Video Elevation is not supported for Frontdesk users. It is available only to standard 8x8 Engage users. - When receptionists transfer a Contact Center queue call, they can't see the queue metrics of the destination queue. #### What endpoints are supported by 8x8 Engage? 8x8 Engage supports these endpoints: - 8x8 Work apps (desktop, web, and mobile) - 8x8 Desk Phones, used alone or together with 8x8 Work apps - Microsoft Teams #### Is 8x8 Engage compatible with 8x8 Voice for Microsoft Teams? Yes. 8x8 Engage works with 8x8 Voice for Microsoft Teams when users have the required licenses and are set up correctly. ##### License requirements - 8x8 Engage/XFW licenses - Microsoft Teams licenses ##### Configuration steps After you assign the licenses, complete this basic setup. For full instructions, see the 8x8 Voice for Microsoft Teams [setup guide](https://help.8x8.com/documentation/docs/set-up-your-voice-for-teams-service). In 8x8 Admin Console, enable the **Enable MS Teams integration** toggle for each user. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/27669?sv=2026-02-06&spr=https&st=2026-10-29T14%3A09%3A05Z&se=2026-10-29T15%3A09%3A05Z&sr=c&sp=r&sig=RyDiad8weE7yCdlkDD1%2Bh0lidZuJKEFzHFfFjgcJYws%3D) - In your 8x8 Voice for Microsoft Teams [admin portal](https://admin.msteams.8x8.com/), check **Services > Teams**. If **Auto Sync** is enabled, newly enabled users appear in the portal within 10 minutes. - If the users don't appear, confirm their Microsoft licensing, and then click **Sync Now**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/27668?sv=2026-02-06&spr=https&st=2026-10-29T14%3A09%3A05Z&se=2026-10-29T15%3A09%3A05Z&sr=c&sp=r&sig=RyDiad8weE7yCdlkDD1%2Bh0lidZuJKEFzHFfFjgcJYws%3D) - Set the Teams calling policy, using the option that matches your deployment: - If you are configuring all Teams users, enable **Services > PBX > Manage Teams Calling Policy**, set **Teams Voicemail** to **Prohibit Voicemail & Call forwarding**, and then click **Sync Now**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/27670?sv=2026-02-06&spr=https&st=2026-10-29T14%3A09%3A05Z&se=2026-10-29T15%3A09%3A05Z&sr=c&sp=r&sig=RyDiad8weE7yCdlkDD1%2Bh0lidZuJKEFzHFfFjgcJYws%3D) - If you are configuring only selected Teams users, enable **Users > Calling Policy > Override Teams Calling Policy**, and set it to **Prohibit Voicemail & Call forwarding**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/27667?sv=2026-02-06&spr=https&st=2026-10-29T14%3A09%3A05Z&se=2026-10-29T15%3A09%3A05Z&sr=c&sp=r&sig=RyDiad8weE7yCdlkDD1%2Bh0lidZuJKEFzHFfFjgcJYws%3D) The 8x8 call flow now controls how 8x8 Contact Center queue calls are handled. ##### Presence sync For Microsoft Teams deployments, you must enable at least one-way Presence Sync with Microsoft Teams so that 8x8 Engage presence works correctly. Without it, users show as offline in two cases: when Microsoft Teams runs in the background, and when they switch between the 8x8 for Microsoft Teams app and other Microsoft Teams tabs. For guidance, see [8x8 Presence Sync with Microsoft Teams](https://help.8x8.com/support/docs/8x8-presence-sync-with-microsoft-teams). To stop users receiving calls while they are in a Microsoft Teams meeting or a direct call, enable the **DND when in Teams call** setting. To have this setting enabled, contact your account representative. ##### How Microsoft Teams status affects 8x8 Engage users This table shows how each Microsoft Teams status appears in 8x8 apps: | **Microsoft Teams status** | **8x8 Work and Work Analytics status** | **Supervisor Workspace and Contact Center Analytics status** | | --- | --- | --- | | Offline | Offline | Offline | | Available | Available | Available | | Busy | Busy | Available | | Do Not Disturb (DND) | DND | Working Offline | | Be Right Back | Away | Available | | Appear Offline | Appear Offline | Available | | Away | Away | Available | | Available (Out of Office) | Available | Available | | Out of Office (purple), signed out | Offline | Offline | | Busy (Out of Office) | Busy | Available | | On Call (not a Contact Center queue call) | On Call | Working Offline | | On Call (Contact Center queue call) | On Call | Busy | | In a Meeting (Meet Now) | On Call | Working Offline | | Busy (scheduled meeting, not joined) | Busy | Available | This table shows whether a user can receive calls in each Microsoft Teams status: | **Microsoft Teams status** | **Can receive Direct Inward Dialing (DID) calls** | **Can receive Contact Center queue calls** | | --- | --- | --- | | Offline | No | No | | Available | Yes | Yes | | Busy | Yes | Yes | | Do Not Disturb (DND) | No | No | | Be Right Back | Yes | Yes | | Appear Offline | Yes | Yes | | Away | Yes | Yes | | Available (Out of Office) | Yes | Yes | | Out of Office (purple), signed out | No, when Microsoft Teams is closed | No, when Microsoft Teams is closed | | Busy (Out of Office) | Yes, including direct extension calls | Yes | | On Call (not a Contact Center queue call) | No | No | | On Call (Contact Center queue call) | No | No | | In a Meeting (Meet Now) | No | No | | Busy (scheduled meeting, not joined) | Yes | Yes | > [!NOTE] > Note: > > A user's status changes to Offline two to three minutes after they quit Microsoft Teams. The user must be signed out of both Microsoft Teams and the 8x8 for Microsoft Teams app, which happens when they quit Microsoft Teams. Setting Appear Offline is not enough: users still receive calls until they fully quit Microsoft Teams. #### Is 8x8 Engage compatible with CRM integrations? Yes. 8x8 Engage works with the following **8x8 Work integrations for CRM**: - Salesforce CRM (Lightning and Classic) - Microsoft Dynamics - SugarCRM - 1CRM - Bullhorn - Copper - Freshdesk - HubSpot - NetSuite+ - Pipedrive - ServiceNow - Vtiger - Zendesk - Zoho The following 8x8 Engage features are not available in **8x8 Work integrations for CRM**. To use them, use 8x8 Work for Desktop or 8x8 Work for Web: - Signing in to or out of queues - Video Elevation - Pause reasons #### What call recording and transcription options are available for 8x8 Engage? Every 8x8 Engage license includes transcription, AI summaries, and AI action items for 8x8 Engage voice calls at no extra cost. You don't need the Conversation IQ add-on for these. For more advanced analysis, there are two call recording policy and transcription options for 8x8 Engage. Both are add-on services that need an additional purchase: - [**Conversation IQ (CIQ)**](http://www.8x8.com/products/business-phone/conversation-iq) adds Quality Management and Speech Analytics for calls in UC (8x8 Work apps). For 8x8 Engage, this covers all calls, including calls from Contact Center queues. CIQ is bought per user, not for all agents. - [**Speech Analytics (SA)**](http://www.8x8.com/products/contact-center/speech-analytics) is needed in two cases: - Transcription of agent calls on the Contact Center side - 8x8 Engage customers who need recordings and transcriptions only for Contact Center queue calls, not for direct UC calls When you buy SA, it is available to every agent provisioned in the selected tenant, counting both 8x8 Contact Center agents and 8x8 Engage users. Each separate tenant needs its own SA purchase. SA is available in these tenant service configurations: - 8x8 Engage implementation only - Full formal Contact Center implementation only - Hybrid service with both 8x8 Engage and a full formal Contact Center The base product includes 30 days of recording hot storage. You can buy more hot storage through your 8x8 CSM or account manager. For instructions on managing your call recording storage policy, see [Managing Call Recording Storage Policy in 8x8 Admin Console](https://help.8x8.com/support/docs/managing-call-recording-storage-policy-in-8x8-admin-console). #### What storage SKUs are available for 8x8 Engage? Both UC Storage and CC Storage SKUs work with 8x8 Engage. The recommended option is UC Storage, because it covers both direct UC calls and Contact Center calls for 8x8 Engage users. CC Storage is usually for customers with a hybrid setup (8x8 Engage and 8x8 Contact Center) who want to record only Contact Center queues. With CC Storage, they can share storage between Contact Center queues and 8x8 Engage queues. #### What Quality Management options are available for 8x8 Engage? There are two quality management options for 8x8 Engage. Both are add-on services that need an additional purchase: - [**Conversation IQ (CIQ)**](http://www.8x8.com/products/business-phone/conversation-iq) is needed for quality assessment of calls in UC (8x8 Work apps). For 8x8 Engage, this covers all calls, including calls from Contact Center queues. CIQ is bought per user, not for all agents, and includes both Quality Management and Speech Analytics. - [**Quality Management (QM)**](http://www.8x8.com/products/contact-center/quality-management) is needed in two cases: - Quality assessment of calls on the Contact Center side - 8x8 Engage customers who need recordings and transcriptions only for Contact Center queue calls, not for direct UC calls When you buy QM, it is available to every agent provisioned in the selected tenant, counting both 8x8 Contact Center agents and 8x8 Engage users. Each separate tenant needs its own QM purchase. QM is available in these tenant service configurations: - 8x8 Engage implementation only - Full formal Contact Center implementation only - Hybrid service with both 8x8 Engage and a full formal Contact Center #### How do I swap a user from an 8x8 Contact Center license to an 8x8 Engage license? There is no automatic upgrade or downgrade between 8x8 Engage and 8x8 Contact Center licenses. To move a user, an admin swaps the license manually in 8x8 Admin Console. > [!WARNING] > Warning: > > Swapping a license deletes the user's configuration on the Contact Center side. You must set these up again after the swap: the user's phone number and settings, queue assignments, supervisor configuration, and user group memberships. The platform user profile, recordings, analytics data, call logs, and UC messages are kept. Remove the old license and save before you add the new one: if you replace the 8x8 Contact Center license with the 8x8 Engage license in one step, Admin Console reverts the selection to X8. After the swap, the Agent Workspace tile can still appear in the SSO panel for up to two hours, because it is cached. Before you start, the agent must be signed out of all 8x8 services for at least five minutes. If the agent's presence is still active when you swap the license, it carries over in an inconsistent state, and the agent can't set their presence correctly after signing in to 8x8 Engage. To swap a user from an 8x8 Contact Center license (for example, X8) to an 8x8 Engage license: 1. Ask the agent to sign out of all 8x8 services. 2. Wait at least five minutes. 3. In 8x8 Admin Console, select the user who has the 8x8 Contact Center license. ![Screenshot 2024-11-27 at 15.50.19.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/19717?sv=2026-02-06&spr=https&st=2026-10-29T14%3A09%3A05Z&se=2026-10-29T15%3A09%3A05Z&sr=c&sp=r&sig=RyDiad8weE7yCdlkDD1%2Bh0lidZuJKEFzHFfFjgcJYws%3D) 4. Note down the user's DID, UC extension, and CC extension if you want to reuse them for this user. 5. In **Services and permissions**, remove both parts of the license (VO and VCC). 6. Click **Save**. ![Screenshot 2024-11-27 at 15.55.15.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/19719?sv=2026-02-06&spr=https&st=2026-10-29T14%3A09%3A05Z&se=2026-10-29T15%3A09%3A05Z&sr=c&sp=r&sig=RyDiad8weE7yCdlkDD1%2Bh0lidZuJKEFzHFfFjgcJYws%3D) 7. Select the **8x8 Engage (CC)** service. 8. Click **+** to add the VO component of the 8x8 Engage license, for example, **8x8 Engage Unlimited**. ![Screenshot 2024-11-27 at 18.10.37.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/19718?sv=2026-02-06&spr=https&st=2026-10-29T14%3A09%3A05Z&se=2026-10-29T15%3A09%3A05Z&sr=c&sp=r&sig=RyDiad8weE7yCdlkDD1%2Bh0lidZuJKEFzHFfFjgcJYws%3D) 9. In **Virtual Contact Center (VCC) agent settings**, select a DID, a UC extension, and a unique CC extension. You can reuse the values you noted in step 4 or choose new ones. 10. Save the user profile. 11. In Configuration Manager for 8x8 Contact Center, set the user up again: add the Workplace phone number, queues, supervisors, agent group, and display CLI. The user is now set up as an 8x8 Engage user. #### Should I use Business Hours as an 8x8 Engage user in 8x8 Work for Mobile? No. Even outside business hours, the system still treats you as **Available** for queue calls. It keeps trying to send you queue calls in a continuous loop. This can also inflate the number of missed calls from your assigned queues the next day. To avoid queue calls in 8x8 Work for Mobile outside business hours, do any of the following: - Sign out of 8x8 Work for Mobile. - Select **Do Not Disturb** in 8x8 Work for Mobile. - Sign out of your assigned queues. #### Should I set the agent idle timer for 8x8 Engage? Setting the user idle timer for On Break and Work Offline is recommended for 8x8 Engage. With this setting, a call is passed to every queue member, even when users miss or reject it, which is common in 8x8 Engage setups. Without it, the call goes back and forth between the first two users who signed in to the queue or became Available. This setting applies to the whole tenant. It can't be assigned to a specific group. > [!NOTE] > Note: > > In hybrid tenants (8x8 Contact Center and 8x8 Engage), this setting can stop Contact Center agents from receiving an even share of Contact Center calls. It suits 8x8 Engage, but it may not suit some Contact Center operations. #### How can I use Secure Pay with 8x8 Engage? 8x8 Engage users can use Secure Pay Voice Agent (Key to Pay or Speak to Pay) on calls received from 8x8 Contact Center, including queue dial-back calls. Outbound calls from 8x8 Engage currently support only Secure Pay Digital User (Click to Pay). With Secure Pay Omnichannel Agent, 8x8 Engage users can take payments on both inbound and outbound calls. #### Why am I still receiving calls after signing out of 8x8 Engage? After you sign out of 8x8 Engage, you can keep receiving incoming calls for up to 60 seconds. This is expected behavior, because your availability status takes a short time to update. > [!NOTE] > Note: > > To sign out of 8x8 Engage, you must sign out of every 8x8 Work app: 8x8 Work for Desktop, 8x8 Work for Web, and 8x8 Work for Mobile. If you use a desk phone, you keep receiving calls after you sign out of the 8x8 Engage app, because the desk phone stays connected and available for calls. To stop receiving calls straight away, use the Pause/Resume option on your assigned queues. Supervisors can also pause agents from Supervisor Workspace. #### How can I block a phone number for all users in Configuration Manager for 8x8 Contact Center when using an 8x8 Engage license? Use 8x8 Local CRM to block numbers: 1. Create a custom pick list that contains the phone numbers you want to block. 2. Open the call script for editing. 3. At the beginning of the script, add a check against the custom pick list. 4. Set the script to drop the call, or take another action, when the incoming number matches an entry in the list. With this approach, you can block numbers in 8x8 Engage (CC) without the Contact Center inbound phone block feature. For more about blocking phone numbers in Engage-only tenants, see [How to block calls in Engage using APIs](https://help.8x8.com/support/docs/how-to-block-calls-in-engage-using-apis). #### How many active (waiting and in progress) inbound and outbound (callback) queue calls does 8x8 Engage support? The number of customer calls you can handle in 8x8 Engage depends on the number of voice ports in your subscription. Without dedicated voice ports (CC SKU VCCS0214), each 8x8 Engage (CC) license includes four voice ports. For example, ten 8x8 Engage seats give you 40 voice ports. If you need more voice ports, buy more 8x8 Engage seats or dedicated voice ports. For more information, see [How are 8x8 Contact Center voice ports calculated?](https://help.8x8.com/support/docs/how-are-8x8-contact-center-voice-ports-calculated). #### Can I use 8x8 Contact Center wrap-up codes, transaction code lists, or disposition codes with 8x8 Engage? No. 8x8 Engage users can't select wrap-up codes, transaction code lists, or disposition codes during or at the end of a customer interaction. If a transaction code list is assigned, 8x8 Engage users may not move from Wrap-Up to Available automatically when the post-processing timer runs out. To avoid this issue: - Don't assign transaction code lists to agent groups that include 8x8 Engage users. - Don't assign transaction code lists to queues that include 8x8 Engage users. - Don't transfer an interaction, cold or warm, to an 8x8 Engage user from an agent whose queue has a mandatory transaction code list. #### Why isn't the caller offered a callback or other options when an agent rejects or misses a queue call? If agents stay signed in to a queue as Available but reject or miss its calls, the [In Queue treatment](https://help.8x8.com/documentation/docs/in-queue-treatments-and-controls) isn't triggered. As a result, the caller isn't offered other options, such as a callback. You can work around this in two ways: - **Workaround 1:** Agents who aren't taking queue calls either set Do Not Disturb (DND) in 8x8 Work or sign out of their queues in 8x8 Work. - **Workaround 2:** In **Configuration Manager for 8x8 Contact Center > Home > Profile**, select **Enable Enhanced Ringtone**, and then click **Save**. Callers then keep hearing the queue audio (music on hold, recorded announcements, and so on) until an agent answers. Without this setting, they hear a ringback tone when their call is offered to an agent. You can also edit the queue's on-hold audio file to give callers more information while they wait. #### Why does an agent show as Working Offline in Supervisor Workspace, and why can't I change their status? When an agent sets Do Not Disturb (DND) in 8x8 Work, 8x8 Engage shows that status as Working Offline for the agent's queues. A supervisor can't override it from Supervisor Workspace, because the status comes from 8x8 Work. Signing the agent out from Supervisor Workspace or from the Monitoring tab doesn't clear it: the agent is removed from the queue and reappears a few moments later. The agent must change their own status from **Do Not Disturb** to **Available** in 8x8 Work before the queue can reach them again. To stop receiving queue interactions without going offline, agents can set a pause reason in **My assigned queues > Pause > Choose pause reason** instead of using DND. #### What is Call as Company in 8x8 Engage, and how does it work? With Call as Company, you can place calls from 8x8 Work that show your company number instead of your personal work number. Before you dial, choose a Contact Center outbound queue in the **Select Caller ID** section. You can find it in the profile panel, or in the dialpad if **Display Caller ID in Dialpad** is enabled. The person you call sees the company number your admin assigned to you. The caller ID is set per user, not per queue, and applies to every queue you are assigned to. Choosing a different queue doesn't change the number the person you call sees. The queue you choose only adds detail to reporting in Analytics for 8x8 Contact Center. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/call as company.png?sv=2026-02-06&spr=https&st=2026-10-29T14%3A09%3A05Z&se=2026-10-29T15%3A09%3A05Z&sr=c&sp=r&sig=RyDiad8weE7yCdlkDD1%2Bh0lidZuJKEFzHFfFjgcJYws%3D) ##### What applies to your calls - Your selected queue stays with you across all your signed-in devices. - The list updates in real time. If your admin assigns or removes a queue, you see the change straight away. - Call forwarding is supported. - If you are already on a standard call from your personal work number, you can start a second call using your company caller ID. - Recording works the same way as on inbound queues. - Secure Pay is supported on outbound company calls. ##### How do I assign an outbound caller ID to a user as an admin? The caller ID is set per user, not per queue. The caller ID you assign applies to every queue the user is assigned to. 1. Go to **Configuration Manager for 8x8 Contact Center > Users**. 2. Select the user you want to update. 3. Assign the caller ID you want that user to present on external calls. 4. Save your changes. The assigned number now shows whenever that user places an outbound call using the company caller ID. ##### Reporting and supervision Outbound calls placed through a queue are fully reported in Analytics for 8x8 Contact Center and in 8x8 Supervisor Workspace. Supervisors can listen in on, join, or coach these calls in the same way as standard calls. ##### Limitations - Your admin can't control which queue you use for outbound calls. You choose your own queue in the app, unless you are assigned to only one queue. - While you are on a call placed through a queue, inbound or outbound, you can't place a second call using your company caller ID. You can still place more calls from your personal work number. - Recording controls such as start, pause, and resume aren't supported. - Auto-answer isn't supported for outbound calls. When you place a call using your company caller ID, the system calls you first. Answer that call to be connected to the person you're calling. #### What is 8x8 Engage user-initiated company SMS, and how does it work? If you are an 8x8 Engage user with digital channels enabled, you can send outbound Contact Center SMS messages from **My inbox**. Messages are sent through your company's Contact Center SMS channel, not from your personal work number. The conversation is created in Contact Center and assigned to you. It appears in your digital interactions list on every device you are signed in to. Because you started the conversation, you don't get an accept or reject prompt. When the customer replies, the reply comes back on the same company SMS channel and arrives in your queue. You continue the conversation from your interactions list, the same way as any other digital interaction. To enable digital channels, see **How do I enable 8x8 Engage Omni (Beta)?** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/outbound sms(1).png?sv=2026-02-06&spr=https&st=2026-10-29T14%3A09%3A05Z&se=2026-10-29T15%3A09%3A05Z&sr=c&sp=r&sig=RyDiad8weE7yCdlkDD1%2Bh0lidZuJKEFzHFfFjgcJYws%3D) ##### How to send a company SMS 1. In your digital interactions list, click **New SMS** (the pencil icon). 2. In the compose window, select the company SMS channel to send from. If your company has several channels, they all appear here. 3. Enter the customer's number. If you paste a number, it is formatted and checked for you automatically. 4. Type your message, up to 1,500 characters. 5. Send the message. A confirmation appears and stays on screen until you dismiss it. ##### Reporting and supervision Outbound SMS conversations are recorded in Contact Center as digital interactions. They use the same interaction records as SMS in 8x8 Agent Workspace, so they are reported like any other Contact Center digital interaction. Supervisors can't listen in on, join, or coach SMS conversations, because these are voice-only capabilities. You can transfer an SMS conversation to a Contact Center queue or to another user, the same way as any digital interaction. ##### Limitations - You can't start an outbound SMS from the active call view while you are on a call. The **New SMS** button is available only in your digital interactions list. - The list of SMS channels you can send from loads when the app starts. If your admin adds a channel, it appears after you reload the app. - Your channel selection doesn't follow you across devices. Each device selects the first available channel by default.