--- title: "Handle calls in 8x8 Contact Center for ServiceNow" slug: "handle-calls-in-8x8-contact-center-for-servicenow" updated: 2026-07-23T10:07:17Z published: 2026-07-23T10:07:17Z canonical: "help.8x8.com/handle-calls-in-8x8-contact-center-for-servicenow" --- > ## 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. # Handle calls in 8x8 Contact Center for ServiceNow To receive or place calls using **8x8 Contact Center for ServiceNow**, you must: - Be a member of the call queue to which the call is routed. - Be in the **Available** status in the **8x8 Contact Center** integration app. ## What happens when I receive a call? With your **ServiceNow** dashboard and your status in **8x8 Contact Center for ServiceNow** app is set to **Available**, when a call is offered, your phone rings and a call panel displays, indicating an incoming interaction. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/incoming-call(2).png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A01%3A28Z&se=2026-11-04T00%3A01%3A28Z&sr=c&sp=r&sig=2NzCYrlg2tDWIfHJzPqaSobwo%2BLyM1ljRLafnokz1fE%3D) You can preview the caller info from the call panel. Answer the call. If there is a matching record, the caller’s historical **ServiceNow** incident record opens in a new browser tab. Otherwise, for a new inbound caller, a new incident opens in separate browser tab at the end of the call. The incident features a transaction ID, call initiation time, call termination time, call duration, and more of your personal observations during the call. ## What is the typical inbound call flow? For an incoming call, if there is a matching user record for the caller in **ServiceNow**, the record displays so you can preview the customer’s historical **ServiceNow** user details and prepare for the conversation. Otherwise, for a new inbound caller, a new incident opens in separate browser tab at the end of the call. **To receive a call:** 1. When a call is offered, answer the call. 2. The system searches the **ServiceNow** CRM for a matching user record. If a matching record is found, it displays in a new browser tab. If no matching record is found, a new incident opens in separate browser tab at the end of the call. 3. Click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-hang-up_18x18.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A01%3A28Z&se=2026-11-04T00%3A01%3A28Z&sr=c&sp=r&sig=2NzCYrlg2tDWIfHJzPqaSobwo%2BLyM1ljRLafnokz1fE%3D) to end the call. The post-processing time initiates. 4. If required, select a disposition code. 5. Click **Wrap up**. 6. Click **Work Offline** if you need more time to complete any post-processing task. 7. After completing the phone conversation, you can process notes in the existing or new incident associated with the inbound caller. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/servicenow-incident-page.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A01%3A28Z&se=2026-11-04T00%3A01%3A28Z&sr=c&sp=r&sig=2NzCYrlg2tDWIfHJzPqaSobwo%2BLyM1ljRLafnokz1fE%3D) 8. Click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-menu_21x18.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A01%3A28Z&se=2026-11-04T00%3A01%3A28Z&sr=c&sp=r&sig=2NzCYrlg2tDWIfHJzPqaSobwo%2BLyM1ljRLafnokz1fE%3D) next to the incident number and select **Save**. Your notes are saved in the **ServiceNow** database and associated with the caller. ## What is the screen pop behavior for a phone call? If enabled by your administrator, you can receive a **screen pop** during an inbound call. A **screen pop** searches the caller’s phone number and shows you whether there is a matching record in the **ServiceNow** database. Upon finding a matching record, it presents the record for you to preview and prepare for the call you have received. With **8x8 Contact Center for ServiceNow**, the **screen pop** occurs when an interaction is connected for inbound calls or when an outbound call is offered. The search may return: - **A single match**: The matching record is presented in a new browser tab. When the call ends, an incident is automatically generated. The incident includes information on the transaction ID, call initiation time, call termination time, call duration, etc. Optional notes added by you or another agent is also displayed. - **Multiple matches**: In the event of multiple matching **ServiceNow** users, the **8x8 Contact Center** app lists all matches in the **Search** tab. By default, the incident is associated with the first matching record in the list. You can select another record in the list to associate the call with. To open the user record from the list of possible matches, click the phone number listed under the relevant user. The user record will open in a new browser tab. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/multi-match-search-tab.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A01%3A28Z&se=2026-11-04T00%3A01%3A28Z&sr=c&sp=r&sig=2NzCYrlg2tDWIfHJzPqaSobwo%2BLyM1ljRLafnokz1fE%3D) - **No match**: In the absence of matching records, there is no screen pop. After the call ends, an incident is created. Create the new user record and associate it with the incident. ## How do I place outbound calls? You can place outbound calls to agents and **ServiceNow** users using either the **8x8 Contact Center** integration app or **click-to-dial**. If your **8x8 Contact Center** administrator has set up phone codes, you must also select the correct code to apply the right calling line ID to your outbound calls. - **Making calls using the 8x8 Contact Center app**: You can make outbound calls from the **8x8 Contact Center** app by entering the desired number in the **Make a call** field or by clicking **Add interaction ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-add-interaction_16x18.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A01%3A28Z&se=2026-11-04T00%3A01%3A28Z&sr=c&sp=r&sig=2NzCYrlg2tDWIfHJzPqaSobwo%2BLyM1ljRLafnokz1fE%3D) > Call** to use the dial pad to enter the phone number. If configured by the admin, you may be required to select a dialing reason before the placing the outbound call. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/place-outbound-calls.gif?sv=2026-02-06&spr=https&st=2026-11-03T23%3A01%3A28Z&se=2026-11-04T00%3A01%3A28Z&sr=c&sp=r&sig=2NzCYrlg2tDWIfHJzPqaSobwo%2BLyM1ljRLafnokz1fE%3D) The **8x8 Contact Center** integration app uses a two-step process to dial an outbound call: 1. Type the phone number and call. 2. If required, select a dialing reason, then click **Confirm and dial**. 3. Your agent telephone rings first. Answer the call. 4. The call is then directed to the destination. Your external phone number rings next. If the phone number is linked to a user, the user record pops after the call connects. An incident displays in a new browser tab after the call ends. > [!NOTE] > Note: > > If your connection mode is set to **Persistent**, the offered calls are instantly connected. The system dials out to the destination without calling workplace phone firstl. For details, see how to [change your connection mode](/documentation/docs/change-connection-mode). Additionally, confirm your **8x8 Contact Center** outbound call policies with your supervisor. - **Making calls using click-to-dial**: If configured by your administrator, you are able to click and dial phone numbers from records from within the **ServiceNow** platform. ## How do I select outbound phone codes? If your **8x8 Contact Center** administrator has set up phone codes, you have to select the appropriate codes to apply the right calling line ID to your outbound calls. **To select outbound phone codes:** 1. Dial a number to call, and then click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-call_20x18.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A01%3A28Z&se=2026-11-04T00%3A01%3A28Z&sr=c&sp=r&sig=2NzCYrlg2tDWIfHJzPqaSobwo%2BLyM1ljRLafnokz1fE%3D) in the **8x8 Contact Center** app. The dialing reason list displays. 2. Select an option from the list. 3. Click **Confirm and dial**. The calling line ID associated with the code is used to process the outbound call. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/dialing-reason.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A01%3A28Z&se=2026-11-04T00%3A01%3A28Z&sr=c&sp=r&sig=2NzCYrlg2tDWIfHJzPqaSobwo%2BLyM1ljRLafnokz1fE%3D) ## Transfer calls Warm and cold call transfers between agents is now supported. This new integrated functionality aims to increase efficiency in communication and improve customer experience. Let’s say as an agent, you receive a call from a customer with questions that are best suited for a more experienced agent. You can now transfer the call to the agent that can provide a solution to the customer. While on a call, click the transfer ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-transfer_17x18.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A01%3A28Z&se=2026-11-04T00%3A01%3A28Z&sr=c&sp=r&sig=2NzCYrlg2tDWIfHJzPqaSobwo%2BLyM1ljRLafnokz1fE%3D) icon, and select: - **Warm Transfer**: Implies notifying the agent you wish to transfer the call to before transferring the call. The customer is placed on hold while you are connected with the other agent. After briefing the agent, you can complete the transfer. - **Cold Transfer** (blind transfer): The call is transferred without notifying the other agent. The agent receiving the call transfer will not see which agent transferred the call. If the second agent does not answer the phone, and the agent does not have **8x8 Contact Center** voicemail set up, the call is dropped after the timeout period. For information about your contact center's timeout interval, contact your contact center administrator > [!NOTE] > Notes: > > - A warm/cold transfer can only be performed if the agent you are transferring the call to has the status set to **Available**. > - The agent receiving the warm/cold transfer via an agent/queue/direct agent routing is presented with a screen pop with the customer information if a record of the customer already exists in the CRM. If the search does not yield a matching record, the system pops a new record entry screen. > - The call context such as the reason for the call, the reason for the call transfer, the agent's notes, etc., is not transferred.