---
title: "Handle calls in 8x8 Work for SugarCRM"
slug: "handle-calls-in-8x8-work-for-sugarcrm"
updated: 2026-07-23T10:07:29Z
published: 2026-07-23T10:07:29Z
canonical: "help.8x8.com/handle-calls-in-8x8-work-for-sugarcrm"
---

> ## 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 Work for SugarCRM

**8x8 Work for SugarCRM** is dependent on your **8x8 Work** extension being active. In order to handle calls, you must also be logged into your **8x8 Work** or **8x8 Work for Mobile**. If your **8x8 Work** extension is assigned with a desk phone, use the call control panel in the application to answer incoming and outgoing calls.

## Access contacts

From the **Search** tab, using names or numbers search for contacts from your **8x8 Work** contact directory and/or **SugarCRM**. Clicking the **Magnifying Glass** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/magnifying-glass_18x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A44Z&se=2026-11-03T22%3A13%3A44Z&sr=c&sp=r&sig=PnC06A1NRUuvX%2BX4Yl1RtX6mcARvivjY7eniROqiF74%3D)icon will display the contacts **SugarCRM** business card if they exist within **SugarCRM**.

> [!NOTE]
> Note:
> 
> By default, you can search for contacts and accounts. To enable searching for Leads, Opportunities, and Cases, go to **Settings > Integrations > Sugar**. Enable the desired objects under **Search Types**.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/voapp-sugar-search-contact.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A44Z&se=2026-11-03T22%3A13%3A44Z&sr=c&sp=r&sig=PnC06A1NRUuvX%2BX4Yl1RtX6mcARvivjY7eniROqiF74%3D)

## About screen pop

During an inbound or outbound call, **8x8 Work for SugarCRM** looks up the phone number of the caller and then searches for a matching record in **SugarCRM**. On finding a matching record, it presents the record for you in a new tab to preview and prepare for the call. This process is referred to as **screen pop**.

## Receive calls

When a call is made or received a search will locate the matching record and present the **screen pop**. The search may return:

- **A single match:** The matching record is presented in a new browser tab.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/voapp-sugar-search-contact(1).png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A44Z&se=2026-11-03T22%3A13%3A44Z&sr=c&sp=r&sig=PnC06A1NRUuvX%2BX4Yl1RtX6mcARvivjY7eniROqiF74%3D)
- **Multiple matches:** In the event of multiple matching contacts, the app lists all matches in the **Search** tab. Click next to the desired record to view the details. By default, the call log is linked to the first record in the list. No **screen pop** occurs in the event of multiple contacts being matched.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/voapp-sugar-multiple-match.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A44Z&se=2026-11-03T22%3A13%3A44Z&sr=c&sp=r&sig=PnC06A1NRUuvX%2BX4Yl1RtX6mcARvivjY7eniROqiF74%3D)
- **No match:** In the absence of matching records, a call record is created. While in the call, if you create a new user record or search for an existing record, the call log is assigned to the possible match.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/voapp-sugar-no-match.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A44Z&se=2026-11-03T22%3A13%3A44Z&sr=c&sp=r&sig=PnC06A1NRUuvX%2BX4Yl1RtX6mcARvivjY7eniROqiF74%3D)

## Place calls

You can place outbound calls using:

- Dialing the phone number from the dial pad
- Via **click-to-dial** using **8x8 Work**

For phone numbers dialed from the dial pad, the system looks for a matching record and shows a **screen pop** for preview.

To use **click-to-dial** from **8x8 Work**:

1. Open **8x8 Work for SugarCRM**.
2. Select the **Contacts** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/contacts_18x18(1).png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A44Z&se=2026-11-03T22%3A13%3A44Z&sr=c&sp=r&sig=PnC06A1NRUuvX%2BX4Yl1RtX6mcARvivjY7eniROqiF74%3D) tab.
3. Search for a contact. This contact can be both in the **SugarCRM** or **8x8 Work** contact directory.
4. Hover over the contact to reveal the **Phone** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/phone2_18x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A44Z&se=2026-11-03T22%3A13%3A44Z&sr=c&sp=r&sig=PnC06A1NRUuvX%2BX4Yl1RtX6mcARvivjY7eniROqiF74%3D) icon.
5. Click the ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/phone2_18x18(1).png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A44Z&se=2026-11-03T22%3A13%3A44Z&sr=c&sp=r&sig=PnC06A1NRUuvX%2BX4Yl1RtX6mcARvivjY7eniROqiF74%3D) icon to dial out to that contact.

> [!NOTE]
> Note:
> 
> All outbound calls are two legged calls. When you dial out, the call is first dialed out to your **8x8 Work** extension. Once the call is accepted in **8x8 Work**, the call dials out to the dialed party.

## Log calls

Upon terminating a call, **8x8 Work for SugarCRM** generates a call record. The call record includes information such as transaction ID, the time the call was answered, and the duration of the call. A call record is created for inbound and outbound interactions and is automatically saved.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/voapp-sugar-call-log.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A44Z&se=2026-11-03T22%3A13%3A44Z&sr=c&sp=r&sig=PnC06A1NRUuvX%2BX4Yl1RtX6mcARvivjY7eniROqiF74%3D)

Depending on the number of matches, call records can be linked to the end-user record as follows:

- **Single match**: If there is a matching record, the call record is created and associated as a call to the record.
- **Multiple matches**: In the event of multiple matching contacts, there is no **screen pop**. The call record is created and linked to the first contact record in the search list.
- **No match**: In the absence of a matching record, a message indicates the lack of a matching record. The call is logged and the call record opens. You have the opportunity to create a new contact from the call record.

## Track incomplete call records

If agents are busy and unable to complete the call record activity immediately after the call, they can do so at their leisure by accessing the incomplete records in the following way:

To track call records from the **8x8 Work** Call History tab:

The **Call history** tab offers all your call history and activity. From here you can return the call as well as access the call record.

1. From **8x8 Work for SugarCRM**, click the **Call History** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/call-log_18x18(1).png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A44Z&se=2026-11-03T22%3A13%3A44Z&sr=c&sp=r&sig=PnC06A1NRUuvX%2BX4Yl1RtX6mcARvivjY7eniROqiF74%3D) icon.
2. You can select to view either **All**or **Unprocessed** calls.
3. Locate the call and hover over the details.
4. Click the **Notes** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/notes_18x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A44Z&se=2026-11-03T22%3A13%3A44Z&sr=c&sp=r&sig=PnC06A1NRUuvX%2BX4Yl1RtX6mcARvivjY7eniROqiF74%3D) icon to open the call record in a new tab.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/vo-sugar-callog-notes.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A44Z&se=2026-11-03T22%3A13%3A44Z&sr=c&sp=r&sig=PnC06A1NRUuvX%2BX4Yl1RtX6mcARvivjY7eniROqiF74%3D) You can also search under **Sugar > Contacts > Calls**.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/voapp-sugar-call-logs.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A44Z&se=2026-11-03T22%3A13%3A44Z&sr=c&sp=r&sig=PnC06A1NRUuvX%2BX4Yl1RtX6mcARvivjY7eniROqiF74%3D)

## Use call controls

While on a call in **8x8 Work for SugarCRM**, you have access to call controls that enhance your calling experience. Using the call controls, you can:

- Place a call on hold. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/hold_16x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A44Z&se=2026-11-03T22%3A13%3A44Z&sr=c&sp=r&sig=PnC06A1NRUuvX%2BX4Yl1RtX6mcARvivjY7eniROqiF74%3D)
- Transfer ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/transfer_16x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A44Z&se=2026-11-03T22%3A13%3A44Z&sr=c&sp=r&sig=PnC06A1NRUuvX%2BX4Yl1RtX6mcARvivjY7eniROqiF74%3D) the call to a colleague or supervisor who is better informed to help the customer.
- Add another call and merge ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/merge_17x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A44Z&se=2026-11-03T22%3A13%3A44Z&sr=c&sp=r&sig=PnC06A1NRUuvX%2BX4Yl1RtX6mcARvivjY7eniROqiF74%3D) calls for a conference.
- Record ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/record_16x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A44Z&se=2026-11-03T22%3A13%3A44Z&sr=c&sp=r&sig=PnC06A1NRUuvX%2BX4Yl1RtX6mcARvivjY7eniROqiF74%3D) the call. Call recordings are located within your version **8x8 Work**. From the left select the ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/elipsis_thumb_0_125.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A44Z&se=2026-11-03T22%3A13%3A44Z&sr=c&sp=r&sig=PnC06A1NRUuvX%2BX4Yl1RtX6mcARvivjY7eniROqiF74%3D) or ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/recordings_18x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A44Z&se=2026-11-03T22%3A13%3A44Z&sr=c&sp=r&sig=PnC06A1NRUuvX%2BX4Yl1RtX6mcARvivjY7eniROqiF74%3D) icon. Select **Call Recordings** to display a list of all recordings made.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/vod-interface.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A44Z&se=2026-11-03T22%3A13%3A44Z&sr=c&sp=r&sig=PnC06A1NRUuvX%2BX4Yl1RtX6mcARvivjY7eniROqiF74%3D)