---
title: "8x8 Work & Engage Integration: Softphone FAQ"
slug: "8x8-work-engage-integration-softphone-faq"
status: "new"
updated: 2026-09-21T16:15:14Z
published: 2026-09-21T16:15:14Z
canonical: "help.8x8.com/8x8-work-engage-integration-softphone-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 Work & Engage Integration: Softphone FAQ

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](https://docs.google.com/forms/d/e/1FAIpQLScLLAyedb129S0J9Sm2Rr13NRm2bKFCFVA6SDYtQYp31Q7Xzw/viewform?usp=dialog).

#### 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**.