This article will answer some frequently asked questions around the 8×8 Work and Engage Softphone Integration for CRMs.
Applies to
8×8 Work and Engage
CRM Integration Softphone
Questions
How can i get access to the beta program for the 8×8 Work & Engage Integration Softphone?
To request access to the beta program, please fill out this form.
What is 8x8 Work & Engage, and what does this setup do?
It's the onboarding flow that lets you choose how you'll make and receive calls through the 8x8 Work & Engage integration — either using your existing 8x8 Work app or a browser-based Softphone.
What calling methods can I choose from?
Two options:
8x8 Work Desktop/Web — uses your existing 8x8 Work application to place and receive calls.
Softphone — lets you make and receive calls directly from your browser, with built-in audio controls, no separate app required.
What's the difference between 8x8 Work Desktop/Web and Softphone?
With 8x8 Work Desktop/Web, the integration relies on the separate 8x8 Work app to actually place calls — you need to have 8x8 Work (or an equivalent) open at the same time.
With Softphone, everything happens inside the integration itself in your browser — no additional application is needed.
I selected 8x8 Work Desktop/Web — what do I need to do?
Make sure 8x8 Work (or an equivalent application) is open alongside the integration, then click Continue.
I selected Softphone — what happens next?
You'll be taken to an Audio settings step to configure your call controls before finishing setup.
What audio settings can I configure for Softphone?
Microphone — choose which input device to use for calls (e.g., your built-in laptop mic or a connected headset).
Noise suppression level — controls how aggressively background noise is filtered during calls (e.g., Low, Medium, High).
Automatically adjust mic sensitivity — toggle on to let the system raise or lower your mic input automatically, instead of setting it manually.
Speakers — choose which output device plays call audio; use the speaker icon to test it (you should hear a ringtone).
8x8 Test Call — click Call Testing Service to place a test call and confirm your audio works end-to-end.
I can hear the test prompts, but my recorded message doesn't play back clearly. What do I do?
Go back and adjust your microphone and volume settings, then try the test call again.
How do I finish setup?
Click Finish setup once you've configured your calling method (and audio settings, if using Softphone).
Can I change my calling method or audio settings later?
Yes — you can revisit and update these anytime from Settings.