---
title: "How to Use 8x8 Work for Desktop as a Softphone with 8x8 Contact Center"
slug: "how-to-use-8x8-work-for-desktop-as-a-softphone-with-8x8-contact-center"
updated: 2026-05-15T18:43:55Z
published: 2026-05-21T21:27:46Z
canonical: "help.8x8.com/how-to-use-8x8-work-for-desktop-as-a-softphone-with-8x8-contact-center"
---

> ## 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.

# How to Use 8x8 Work for Desktop as a Softphone with 8x8 Contact Center

## Objective

Use 8x8 Work for Desktop as a softphone for 8x8 Content Center.

## Applies To

- 8x8 Contact Center
- 8x8 Work for Desktop
- Softphone

## Procedure

8x8 Work for Desktop is available as a softphone option for 8x8 Contact Center. This allows the agent to use 8x8 Work for Desktop instead of a physical phone. Calls to the user's extension can be directed to 8x8 Work for Desktop.

> [!WARNING]
> Important:
> 
> Before you begin, ensure that your system meets the [X Series Technical Requirements](/support/docs/x-series-technical-requirements).

### Things to Know

- Dedicated Agent Extension Mode cannot be used while using 8x8 Work for Desktop as a softphone.
- You must have a 8x8 Contact Center license **and** a 8x8 Work license in order to use 8x8 Work for Desktop as a softphone.
- Users log in to 8x8 Work and 8x8 Contact Center with the same credentials.
- Check that the **Interaction Time Out** in 8x8 Contact Center is shorter than the delay in **Call Forwarding Rules** before the call is routed to voicemail in 8x8 Work.
  - If the delay in **Call Forwarding Rules** is longer than the **Interaction Time Out**, then callers that are routed to voicemail are never routed back to the Call Queue.
- Presence is not synchronized between 8x8 Work for Desktop and 8x8 Contact Center. If an agent is **Available** in 8x8 Contact Center then they will still be eligible to receive 8x8 Contact Center calls even if their status is **Busy** or **Do Not Disturb** in 8x8 Work for Desktop. (In the latter case, the call will be routed to the user's 8x8 Work for Desktop voicemail.)

### Configure an 8x8 Contact Center Agent User Profile

Before you add an agent with a 8x8 Work for Desktop softphone, you need to claim a phone number for their VCC account.

1. Log in to [**Configuration Manager for Contact Center**](http://login.8x8.com/).
2. Click **Users**.
3. Click **Create User**.
4. Fill in the required information:
  - **First name**
  - **Last name**
  - **Email**
  - **Username**
  - **Site**
5. Under Services and Permissions, select the desired **VCC Contact Center** seat.
6. Click **+** next to the license to add another service.
7. Select an available X Series license from the drop-down menu.
8. Select a phone number from the **Phone Number** drop-down.
9. Enter an **Extension Number** or accept the default number provided.
10. Set **Device** to **None**.
11. Under *Virtual Contact Center (VCC) Agent Settings*, click **Suggest** to generate an extension number.
12. Click **Save**.

### Set up 8x8 Work for Desktop as a Softphone in 8x8 Contact Center

1. Log in to **Configuration Manager for Contact Center.**
2. Select **Agents**.
3. Click **Edit** to the right of the designated user.
4. Click the **Phone** tab.
5. Enter the user's full 8x8 Work phone number as their **Workplace Phone**.
6. Click **Save**.

## Usability

- Agents must set their status to **Available** to make and receive calls in their assigned queues in 8x8 Contact Center.
- Agents must put calls on hold in 8x8 Contact Center so that the transaction details will be visible.
- Agents must transfer calls in 8x8 Contact Center or the calls will be dropped on the 8x8 Contact Center side.