What’s new in August 2026?
8x8 XF Workspace company caller ID
As an 8x8 user, you can now present a Contact Center channel as a company caller ID when making outbound calls, rather than your personal work number.
Before you place a call, choose from your assigned Contact Center outbound queues. When you select a company call line ID, dialing out is a two-step process:
Enter the number and start the call.
Answer the incoming call you receive.
After you answer, the system dials the number you entered, and the person's phone rings. The called party sees the company number configured by your administrator for your profile in Configuration Manager.
The selected queue is used for reporting in 8x8 Analytics for Contact Center and the Contact Center channel admin-controlled User profile as the outbound caller ID.
Note:
Your administrator cannot enforce which queue you use for outbound calls. You must select your own queue in the app.
The Select Caller ID list updates in real time. If your administrator assigns or removes a queue, the change appears immediately. If your selected queue is removed, your caller ID falls back to your default identity.
Note:
Even with an outbound queue selected, calls to corporate contacts (extension, DID, or other) go out as standard calls from your personal work number.
Change your caller ID on desktop/web
Before you place a call, click your profile avatar.
Choose a Contact Center outbound queue from either:
The Select Caller ID drop-down list in your profile, or
The dialpad, if Display Caller ID is toggled on in the Call Settings section of your profile.
Make the call.
Answer the incoming call in 8x8 XF Workspace.
The system dials out to the destination number. After the callee accepts the call, you can use the options available on the dial pad.
Change your caller ID on mobile
Before you place a call, click your profile avatar.
Choose a Contact Center outbound queue from either:
The Select Caller ID drop-down list in your profile, or
The dialpad, if Display Caller ID is toggled on in the Call Settings section of your profile.
Select a Contact Center queue as your outbound Caller ID in 8×8 XF Workspace. Use this to call customers as a queue identity rather than your personal number
Make the call.
Answer the incoming call in 8x8 XF Workspace.
The system dials out to the destination number. After the callee accepts the call, you can use the options available on the dial pad.
To learn more about managing queues on mobile, see Manage queues on mobile.
Calling Line ID for outbound calls
The Calling Line ID is set per user in Configuration Manager > Users. As an admin, select the user, assign the caller ID, and the assigned caller ID shows up when the agent places an outbound call using the company identity.
The selected caller ID applies to all queues assigned to that user. Selecting a queue does not change which number is presented; queue selection only adds granularity to reporting in 8x8 Analytics for Contact Center.
Limitations
Administrators cannot enforce which queue you use for outbound calls. Users must select the queue in the app.
While you are on an active queue call, you can’t place a second call using your company identity. You can still call using your personal work number.
Auto-answer for outbound calls is currently not supported. When placing a call using the company caller ID, you must answer the incoming call from the system immediately to connect to the caller.
What’s new in November 2025?
In this release, we have introduced the following enhancement:
Support for 8x8 XF Workspace in the 8x8 for Microsoft Teams app
8x8 customers who use Microsoft Teams can now access 8x8 XF Workspace directly within their 8x8 for Microsoft Teams app (8x8 Teams app). With 8x8 XF Workspace in Microsoft Teams, you can stay organized, respond faster, and improve the customer experience without switching apps.
Note:
8x8 XF Workspace is only available in the 8x8 Teams app if your administrator has enabled it for your user account.
Benefits
Faster response: Manage 8x8 XF Workspace conversations directly in the 8x8 Teams app without switching apps, reducing response time.
Integrated communication tools: Access 8x8 Work features like SMS, team messaging, meetings, etc, without leaving the 8x8 Teams app.
Real-time status tracking: Monitor the availability of 8x8 XF Workspace users and queues to make informed routing decisions and improve response times.
Requirements
8x8 XF Workspace license
Microsoft Teams license
Access to 8x8 Admin Console (admin only)
Access to the Microsoft Teams Admin Portal (admin only)
For more information on enablement, see how to enable 8x8 XF Workspace in the 8x8 for Microsoft Teams app.
Known issue
Signing out of the 8x8 Teams app doesn’t remove you from call queues. As a result, you may still receive queued calls even after logging out. To prevent receiving queued calls after logging out, set your status to On break or deselect the queue(s) and click Save before signing out.
Set up 8x8 XF Workspace in the 8x8 for Microsoft Teams app
As an admin, you can enable 8x8 XF Workspace in the 8x8 for Microsoft Teams app (8x8 Teams app) to help specialists manage customer conversations and collaborate with teammates.
To learn how to enable 8x8 XF Workspace in the 8x8 Teams app, see Enable 8x8 XF Workspace in the 8x8 for Microsoft Teams app.
How does the presence status reflect across the apps?
The 8x8 Presence Sync enables the integration of Microsoft Teams Presence into your 8x8 applications, as well as the presence status of 8x8 users who are on active calls into the Teams environment.
Important:
To ensure accurate presence status for 8x8 XF Workspace users, admins must enable one-way presence sync with Microsoft Teams during 8x8 XF Workspace deployments. To learn how to enable Presence Sync, see this 8x8 Support article.
The table below indicates how presence is mapped for users of 8x8 XF Workspace in Microsoft Teams.
Microsoft Teams status | 8x8 Work/Analytics for 8x8 Work status | 8x8 Supervisor Workspace/8x8 Analytics for Contact Center status | User can receive Direct Inward Dialing (DID) calls | User can receive Contact Center queued calls | Observations |
|---|---|---|---|---|---|
Offline | Offline | Offline | No | No | The status changes to Offline a few minutes after signing out of both Microsoft Teams and the 8x8 for Microsoft Teams app.
|
Available | Available | Available | Yes | Yes |
|
Busy | Busy | Available | Yes | Yes |
|
Do Not Disturb (DND) | DND | Working offline | No | No |
|
Be Right Back | Away | Available | Yes | Yes |
|
Appear Offline | Appear Offline | Available | Yes | Yes |
|
Away | Away | Available | Yes | Yes |
|
Available (Out of Office) | Available | Available | Yes | Yes |
|
Out of Office (Purple) + Logged Out | Offline | Offline | No (if Microsoft Teams is closed) | No (if Microsoft Teams is closed) | You must log out of both Microsoft Teams and the 8x8 for Microsoft Teams app to prevent calls from being offered. |
Busy (Out of Office) | Busy | Available | Yes | Yes | DID calls are still offered. |
On Call | On Call | Working offline | No | No |
|
On Call (Queue call) | On call | Busy | No | No | Indicates an active Contact Center queued call. |
In a Meeting (Meet now) | On call | Working offline | No | No |
|
Busy (scheduled meeting, not joined) | Busy | Available | Yes | Yes |
|
Tip:
To avoid receiving queued calls after logging out, set your status to On break or manually deselect your queues and click Save before signing out.
What's new in June 2025?
We are introducing the following enhancement:
Enhanced Admin Control: Pause Assigned Queues
8x8 administrators can now control whether users are allowed to pause their assigned queues. This enhancement supports compliance needs in regulated environments by preventing users from pausing queues when they are not permitted to do so.
Configuration options
Admins can control the Pause feature for assigned queues in two ways:
Globally via 8x8 Admin Console:
Go to Work Apps Settings > 8x8 Engage Settings and toggle Allow users to pause their assigned queues under 8x8 Engage settings.
Result:
Enabled (default): Users can see and use the Pause button in My Active Queues.
Disabled: The Pause option is hidden for all users.
To learn how to manage settings for 8x8 Work applications, see 8x8 Admin Console - Configure Work Apps Settings.
Per user via JSON configuration file:
Add the following setting to the user’s local 8x8work-config.json:
json
{
“app-enable-pause-queues”: false
}
Deploy the file to the user’s machine only after applying this preference.
To learn more about system-level requirements for users, see 8x8 Work for Desktop - About system requirements.
To find more details on pausing and resuming calls, see Manage queues on desktop/web - Pause resume queued calls.
Display the channel name and number in a call banner, and an active call interface
8x8 XF Workspace users can now quickly identify the call source, especially helpful when multiple channels route through a single queue. Previously, only queue names were shown, causing confusion.
Where channel info appears:
Incoming call banner: Shows both channel name and channel number.
Active Call Interface: Displays channel name.
Benefits
Instantly identify the source of incoming calls.
Avoid confusion in shared queues
Help users respond faster
Availability & limitations
Available to:
All 8x8 XF Workspace customers.
The channel name is visible to 8x8 Frontdesk users in 8x8 XF Workspace environment.
Limitations and display requirements
Not supported on:
8x8 XF Workspace Mobile
Microsoft Teams
Deskphones
Display requirements:
Show the channel name and number only if the channel is saved as a company contact in 8x8 Admin Console > Contacts.
Otherwise, only the number is displayed.
To find more details on answering incoming queued calls, see Manage queues on desktop/ web> Answer incoming calls.
For enhancements introduced prior to this release, see our list of previous releases.