---
title: "Manage calls in 8x8 Work for ServiceNow"
slug: "manage-calls-in-8x8-work-for-servicenow"
updated: 2026-07-23T10:07:21Z
published: 2026-07-23T10:07:21Z
canonical: "help.8x8.com/manage-calls-in-8x8-work-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.

# Manage calls in 8x8 Work for ServiceNow

Use the following **8x8 Work** control panel functionality to control your phone call.

## Hold and resume calls

While on an active call, you can place the call on hold. The other party listens to music while on hold.

**To hold or resume calls:**

1. While on a call, click **Hold** in the **8x8 Work** control panel.
2. To resume the call, click **Resume**.

## Merge calls

To merge the calls, click **Merge** in the call control panel. The conference ends when one of the three parties hangs up.

## Transfer calls

You can transfer a live call to another **8x8 Work** extension or another phone number.

**To transfer calls:**

1. While on a call, inform the caller about the transfer.
2. Click **Transfer** in the **8x8 Work** control panel.
3. From the contact directory, select a user to transfer to. OR From the dial pad, dial a number to transfer to. The call is transferred, and you are disconnected from the call.

## Record calls

You can record a call from **8x8 Work for ServiceNow**, and then access recordings from the **8x8 Work**.

> [!NOTE]
> Note:
> 
> Before recording a call, please review applicable call recording laws in your vicinity or region.

**To record calls:**

1. While on a call, click **Record** in the **8x8 Work** control panel. Call recording continues either until the call ends, or until you stop the recording.
2. To stop recording, click **Recording**.

**To access call recordings:**

1. Log in to the **8x8 Work**.
2. In the **More** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-more-vod_18x18.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A06%3A25Z&se=2026-11-04T00%3A06%3A25Z&sr=c&sp=r&sig=9H1sb3q3JtKPXMYFCPTQz2LdP16ibRFE8pr6g%2B6N%2BG4%3D) tab, go to **Recordings**.
3. From the list of recordings, you can review the desired recording.