Use 8×8 integration in Genesys Cloud

Use the 8×8 integration to view directories, search contacts, and make calls between 8×8 and Genesys Cloud. 

Open the 8×8 app

1. In Genesys Cloud, click .
2. From the apps group, select 8×8.

View directories and search contacts

1. In Genesys Cloud, search for contacts or organizations.
2. Select the contact you want. An 8×8 badge shows you which users are on 8×8.

If the 8×8 SCIM user is not logged into Genesys Cloud, then Genesys Cloud retrieves and displays the presence and status of the user from 8×8. For example, a user with Available status in the 8×8 app appears as Available on 8×8 in Genesys Cloud.

Transfer a call to an 8×8 user

1. From the Calls panel, click  and select Transfer.
2. Type the name of the contact and select the intended person from the list of suggestions.

   The Genesys tab lists the contacts that use the 8×8 app.

3. Click Blind or Consult to transfer the call.
   Note: The transfer options work the same for ACD and non-ACD voice interactions.