Objective

Applies To

• Admin Console

Procedure

1. Remove the number in question from the Auto Attendant.
2. Create a user and add a license to it, in order to be able to assign the number previously assigned to the Auto Attendant.
3. Go to the Call Forwarding Rules section of the newly created user:
4. Configure the When the user gets a call from a blocked caller rule.
5. Set up a new custom rule which always forwards to the Auto Attendant in question.
6. Make sure that the Block Callers rule comes before (above) the custom Always Forward rule in the Call Forwarding Rules hierarchy.

Additional Information

• As the Auto Attendant would not have a built-in blocked caller function, it would need to go through an extension first which can filter out the unwanted calls.
• Call Forwarding Rules prioritize active rules from top to bottom. This is why a new custom Always Forward Rule needs to be created, instead of using the existing Forward All Calls rule, as that cannot be moved, only disabled.
• Currently the functionality to block numbers for an entire phone system is not supported in Admin Console.

Objective

• Configuring your Azure AD service and 8x8 Admin Console for Microsoft user SSO login to your 8x8 applications
• Configuring user provisioning (SCIM) from Microsoft Azure AD to 8x8 Admin Console
• User Provisioning Attribute Mappings

Applies To

• 8x8 Admin Console
• Microsoft Azure Active Directory (Azure AD)
• Single Sign-On (SSO)
• User Provisioning (SCIM)

Features

• SSO allows users to authenticate into any 8x8 application using their corporate Azure AD credentials.
• User Provisioning allows:
  • Users from Azure AD to be created in 8x8 automatically without the need to re-key common user details.
  • Updates to user details made in Azure AD to be automatically pushed to 8x8.
  • Deactivation of users in 8x8 by disabling their account in Azure AD.
  • Existing users created directly in Admin Console can be linked to their Azure AD counterparts.

Prerequisites

• Any 8x8 X Series subscription
• Azure Active Directory of any subscription level

Limitations

• Assignment of X Series licenses must still be completed from Admin Console, either individually or in bulk using a CSV upload.
• The user’s phone and extension numbers set in Admin Console cannot be synced back to Azure AD through the 8x8 app. This is due to limitations of Microsoft’s implementation of User Provisioning which does not allow for data to be retrieved back into Azure AD.
• The user's Site cannot be modified once it is set.
• Deleting a user in Azure AD does not delete that user in Admin Console. You must delete the user manually from Admin Console.

Considerations for existing deployments

Usernames

Separation of Single Sign-On from user provisioning

Procedure

Configuring User SSO Login

Add the 8x8 App to Azure

1. Log in to the Azure Active Directory admin center.
2. In Enterprise applications click New application.
   
   
3. In the Azure AD Gallery, search for 8x8. The icon will have a red background with white text. 
   
4. Select the 8x8 app, optionally rename it, and click Create.
5. Configure Single Sign-On by following the instructions below. Note: For reference, Microsoft has an older, less up-to-date article regarding this process, here: Tutorial: Azure AD SSO integration with 8x8.
   
   

Azure SSO Configuration

1. In the Azure Active Directory admin center > Enterprise applications, click on 8x8 and click Single sign-on.
2. Click SAML.
   
   
3. In Basic SAML Configuration, click Edit.
   
   

4. In Identifier (Entity ID), click Add identifier.
5. Add the following URL into the blank field. This entry should be marked as Default, and there should be no other Identifier entries.
   • https://sso.8x8.com/saml2
     
     
6. In the Reply URL box, click Add reply URL.
7. Enter the same URL as for the Identifier. This entry should be marked as Default, and there is no need to modify the Index field.
   • https://sso.8x8.com/saml2
     
     
8. Click Save.

9. Next, in SAML Signing Certificate > Certificate (Base64) click Download, and save the 8x8.cer certificate file onto your computer. You'll apply the certificate later, when configuring Single Sign-On in the 8x8 Admin Console.
   • Critical: Use only the Base64 certificate for configuring Single Sign-On Integration in the 8x8 Admin Console. User single sign-on will fail if you apply other available certificate types.
     
     
10. In Set up 8x8, click on Configuration URLs to expand the section (as needed).
11. Individually click the Copy to clipboard icon for each of the URLs you will use, and paste them into a text editor. You'll need these URLs later, when configuring Single Sign-On Integration in the 8x8 Admin Console.
    • Login URL
    • Azure AD Identifier
    • Logout URL

• https://login.<wbr>microsoftonline.com/common/<wbr>wsfederation?wa=wsignout1.0

Assigning Azure AD Users

1. In the Azure portal, select Enterprise applications, and then select All applications.
2. In the applications list, click 8x8.
   
   
3. In Manage, click Users and groups.
4. Click Add user/group.
   
   
5. Click None Selected to open the Users and groups selection dialogue.
6. Click on the users and/or groups you wish to log into 8x8 services using SSO.
7. Click Select and then Assign to complete the assignment of the 8x8 app to users/groups.
   
   

8x8 Admin Console Configuration

1. First, log in to the 8x8 Admin Console.
2. From the Home page, click Identity and Security.
   
   
3. In Single Sign-On Integration (SSO), click the slider to enable
   
    SSO integration.
4. Select Microsoft Azure AD.
   
   
5. Now you'll apply the URLs and signing certificate that you previously obtained from the 8x8 app in Azure:
   1. Copy and paste the Azure Login URL to the 8x8 Sign-in page URL field.
   2. Copy and paste the Azure Azure AD Identifier to the 8x8 IDP Issuer URL/URN field.
   3. (Optional) Copy and paste the Azure Logout URL to the 8x8 Sign-out page URL field.
   4. In Certificate in use, click on Click to attach and select the Base64 certificate file that you previously downloaded from Azure.
   5. Click Save to apply your 8x8 SSO configuration.

• https://login.<wbr>microsoftonline.com/common/<wbr>wsfederation?wa=wsignout1.0

User Provisioning Configuration (SCIM)

8x8 Admin Console

1. First, log in to the 8x8 Admin Console.
2. From the Home page, click Identity and Security.
   
3. In User Provisioning Integration (SCIM), click the slider to enable
   
    SCIM integration.
4. Select Microsoft Azure AD.
5. In the Microsoft Azure AD User Provisioning section, click the Copy button
   
    for each of the following sections and paste the copied information into a text editor. You'll apply this information in Azure to enable provisioning of users to 8x8:
   • 8x8 URL
   • 8x8 API Token
     
6. Click Advanced settings to expand that section.
7. Click the drop-down menu and select the appropriate user retrieval option:
   • All users
     • Retrieves users created in and synced from Azure and users created directly in 8x8 Admin Console, thereby allowing Azure to take control of 8x8 user profiles if the login IDs in both locations are identical.
   • Only users created by the identity provider
     • Limits user retrieval to only those users created in and synced from Azure.
       
8. Click Save to complete your changes in the 8x8 Admin Console.

Azure Active Directory

1. Return to the Azure Active Directory admin center.
2. Navigate to the Provisioning blade of your installed 8x8 app.
   
3. Click Get started.
   
   
4. Change the Provisioning Mode to Automatic.
5. Paste the 8x8 URL value you copied from 8x8 Admin Console in the previous section into the Tenant URL field.
6. Paste the 8x8 API Token value you copied from 8x8 Admin Console in the previous section into the Secret Token field.
   
   
7. Click Test Connection. You should receive a success confirmation message.
8. Click Save to complete this configuration.
   
   

User Provisioning Configuration Options

Create a user

User changes

Deactivate and activate a user

Delete a user

1. Initial deletion is a soft-delete which moves the user to the “Deleted users” blade in Azure AD. This causes the user to be deactivated in 8x8 (This is similar to blocking sign-in from Azure AD).
2. When a user is fully deleted from Azure AD, nothing further happens to the 8x8 user. If the user had not already been deactivated, then the user is deactivated at this point, but not deleted. It is not possible to delete an 8x8 user via the integration, you need to do this individually in Admin Console.

Administration restrictions in 8x8 Admin Console

• Username
• First name
• Last name
• Email address
• Deactivation and Activation

Unassign users from the 8x8 app

Link an existing 8x8 user to Azure AD

• Their Username in Admin Console matches their User name (userPrincipalName) in Azure AD.
• Upon initial assignment to the 8x8 app, Azure AD checks if the user’s attributes are in sync and updates the 8x8 user accordingly. At this point, Admin Console considers the user to be owned by Azure AD and prevents any changes to those attributes that are mapped from Azure AD. This restriction avoids data inconsistency by enforcing that changes are only made to the master data source of the user.

Disable the integration

Site

Contact numbers

• Company directory of 8x8 Work for Desktop and Mobile
• Contact Center directory
• Switchboard Pro directory

User Provisioning Attribute Mappings

Default attribute mappings

Advanced attribute mappings

Objective

Applies To

• Admin Console
• Auto Attendant

Procedure

1. Identify the calls you want to the Auto Attendant to handle.
   • Should all inbound calls go to through the Auto Attendant, or just those that your live receptionist can’t answer? Is the time of day important?
2. Choose what menu options callers will have.
   • Will one menu work, or will you need sub-menus?
3. Decide where to route calls.
   • What should happen to the calls? Should they go to a person, a group, a cell phone? What if a call doesn’t get answered?
4. Compose the menu script.
   • Do you need multiple language support?

Pre-Configuration Steps

1. Log in to Admin Console.
2. Set up User Profiles, Ring Groups, Call Queues, and Extension forwarding settings.

Set up your Auto Attendant

1. In Admin Console, click Auto Attendants.
2. Click + Create Auto Attendant.
3. Fill in your Auto Attendant Details. The following fields are required to configure your Auto Attendant:
   • Name
   • Site
   • Extension number
   • Time Zone
   • Language
   • Schedule
4. Select Create new schedule by clicking the drop down menu under Business Hours to set up your Auto Attendant schedule. This allows you to create different rules to be used during or outside of business hours.
   1. Click the Pencil icon next to the day of the week you wish to edit.
   2. Choose if your business is open or closed by using the drop-down under Status.
   3. If your business will remain open, use the drop-downs in the From and To column to select the hours of operation. This schedule will operate in the time zone selected for the Auto Attendant.
   4. Click Save.
   5. Repeat steps i through iv for the other days of the week and click Save.
5. Select an Auto Attendant greeting. Use text-to-speech to type out a prompt to be read by an automated voice. You can also use the default greeting, upload a pre-recorded greeting, or call a phone and record your greeting. 
6. Set rules for your Auto Attendant. These rules will set up the actions tied to specific keys in your Auto Attendant menu. Note: You must select a site before you can create your Auto Attendant menu. 

Objective

Applies To

• Admin Console
• Auto Attendant
• Holiday Scheduling

Procedure

Setting Up a Holiday Schedule

1. Log in to Admin Console.
2. Click Auto Attendants.
3. Create a new Auto Attendant profile or click Edit (pencil icon) to the right of the Auto Attendant you wish to edit.
4. Go to Auto Attendant Profile and select Edit.
   
   
5. Go to Holidays exceptions and click +Add a holiday
6. Enter the Date and the Name of the holiday. 
7. If your business will remain Open, click Add business hours
8. Enter the Date and the Name.
9. Select Status.
10. Enter the hours of operation.
11. Click Save.

Managing Holiday Schedule Rules

1. Log in to Admin Console.
2. Click Auto Attendants.
3. Click Edit (pencil icon) to the right of the Auto Attendant you wish to edit.
4. Go to Call Handling Menus and select the Holiday tab. Then select the Open Hours Menu or Closed Hours Menu. Note: You need to select a Site for your Auto Attendant before you can view the Call Handling Menus.
5. If you want to use the same rules in your Open Hours Menu, select Use Weekdays Open Hours Menu. Your Closed Hours Menu options and greeting are also available for use in your Holiday Closed Hours Menu. To set up holiday-specific rules for opening and closing hours, select Define Custom. 
6. Click Add Key to create scheduling rules for specific keys.
7. Select the Key users will press to complete an action from the menu.
8. Select any of the actions below. Callers can complete these actions by pressing the key associated with them.
   • Go To
     • Submenu: Create a separate menu within your main menu.
     • Voice Mail System
   • Action
     • Repeat Menu
   • Transfer To
     • Auto Attendant: You must have two Auto Attendants to use this option.
     • Call Queue
     • User
     • External Number: This can be used for any third party services, such as contact centers.
     • Ring Group
   • Dial By
     • Company Directory: Users must be added to the company directory to be selected. All new users are pre-set to be added to the company directory.
     • Name: This allows a caller to dial users in the company directory by name.
     • Extension
9. Click Save in the Add a New Key window.
10. Save your Auto Attendant profile.

Manage Auto Attendant Holiday Greetings

Recording Special Holiday Greetings

1. Log in to Admin Console.
2. Click Auto Attendants.
3. Click Edit (pencil icon) to the right of the Auto Attendant you wish to edit.
4. Go to the Call Handling Menus section and select the Holiday Open Hours Menu or Holiday Closed Hours Menu. Note: You need to select a Site for your Auto Attendant before you can view the Call Handling Menus.
5. Select Play Audio.
6. Click Select File.
   
   
7. Select Call a phone number to record. 
8. Enter the Name and the Phone Number or Extension you wish to record your initial greeting on.
9. Click Call Now and follow the instructions. 
10. Click Save.

Uploading Special Holiday Greetings

1. Log in to Admin Console.
2. Click Auto Attendants.
3. Click Edit (pencil icon) to the right of the Auto Attendant you wish to edit.
4. Go to Call Handling Menus and select the Holiday Open Hours Menu or Holiday Closed Hours Menu.
5. Select Play audio file.
6. Click Select File.
7. Click Upload an audio file
8. Enter the Name of your recording.
9. Click the center of your screen or drag an audio file to the Upload your Audio File window
10. Click Save.

Forwarding Calls to an Announcement-Only Greeting

1. Log in to Admin Console.
2. Click Auto Attendants.
3. Click Edit (pencil icon) to the right of the Auto Attendant you wish to edit.
4. Click Edit Settings
5. Adjust the number of seconds the system should wait before taking the next action.
6. If desired, set the toggle to allow users to Dial an Extension at any Point during the recording.
7. Set the If user inputs no key, replay menu option to 0. This means that the call will directly route to your external number.
8. Set the And Then action to Route To
9. Click the drop-down box and type the external phone number. 
10. Click Save in the Settings window.
11. Save your Auto Attendant profile.

Objective

Applies To

• Admin Console
• Auto Attendants

Procedure

The Auto Attendant must have at least one menu option configured in order for the Dial by Extension feature to work.

1. Log in to Admin Console.
2. Click Auto Attendants.
3. Click Edit (pencil icon) to the right of the Auto Attendant that you wish to edit.
4. Go to Call Handling Menus and select Edit Settings.
5. Enable Allow callers to dial an extension at any point.
6. Choose the Directory Scope.
   • All sites: this will allow the caller to dial any extension on the PBX.
   • This site: this will allow the caller to dial any extension on the site.
7. Click Save.
8. If needed, repeat steps 4-7 for each menu (After Hours, Holidays, Alternate).
9. Click Save.

Objective

Applies To 

• Auto Attendant
• Admin Console

Procedure 

Note: You must complete both the Open Hours and Closed Hours menus to save your rules.

1. Log in to Admin Console.
2. Click Auto Attendants.
3. Click on the pencil to the right of the Auto Attendant you wish to edit
4. Go to the Call Handling Menus. 
5. Click the type of prompt to play for each menu under Select a Prompt to Play:
   • Use Text-To-Speech: Type a prompt to explain what keys callers should press to activate menu options.
   • Play Audio File: Record or upload an audio prompt.
   • Skip Playing Prompt

     Note: You need to select a Site for your Auto Attendant before you can view the Call Handling Menus section.

6. Select one of the following menu tabs. Then select one of the Open, Closed, or Alternate hours menus.
   • Weekdays
   • Holidays
   • Alternate
     
7. Click the blue plus sign next to Add Key. A pop-up window will appear.
8. Select the key you want callers to press to activate this rule. For example, callers could press 5 to leave a voicemail message. The keys currently open in the menu will show Empty next to the number value.
9. Create keys for your Weekday Open Hours, Weekday Closed Hours, Holiday Open Hours, Holiday Closed Hours and Alternate menus as needed. 
   • Action
     • Repeat Menu
   • Transfer To
     • Auto Attendant: You must have two Auto Attendants to use this option.
   • Call Queue
     • User
     • External Number: This can be used for any third party services, such as contact centers.
     • Ring Group
   • Dial By
     • Company Directory: Users must be added to the company directory to be selected. All new users have the Add User to Auto Attendant Directory selected by default.
     • Name: This allows a caller to dial users in the company directory by name.
     • Extension
   • Go To
     • Submenu: Create a separate menu within your main menu.
     • Voice Mail System
10. Optional: Click Edit Settings to add rules for additional options for callers.
    • Click the toggle to Allow Callers to Dial an Extension at any Point. Note: You must select this toggle to select a Directory Scope, which allows you to restrict which sites are allowed to be dialed as extensions.
    • Define the Number of Seconds the System should Wait before Taking the Next Action.
    • Define the rules for when callers press keys not associated with any rules or do not press any key. Note: Select the number of times the menu should replay in the dropdown under If User Inputs No Key, Replay Menu.
      • Hangup: Simply hang up and end the call.
      • Route Call to: in the Target box, select a user, service, or external number to send the call to.

Do not set the same Auto Attendant as the Target within that Auto Attendant. This will cause call loops or stuck calls on your Auto Attendant.

• Note: There's no need to add an audio prompt in your auto-attendant. You can use Route Call to in order to route calls differently depending on the time of day or auto-attendant schedule.

11. Click Save.

Objective

Applies To

• 8x8 Admin Console
• Call Park Extensions
• BLF Call Park

Procedure

• Add a Call Park Extension.
• Assign the Call Park Extension to a BLF key on the phone.

Add a Call Park Extension

1. Log in to 8x8 Admin Console.
2. Click Extension Numbers.
3. Click + Reserve Extension Numbers at the top right.
4. Select Call Park as the Extension Type.
5. Enter the Extension Number and Label. Note: Pre-existing call park extensions starting with 46X will not be available as options. Those extensions are reserved by the system for the default call park feature built into the phone.
6. Save the extension.

Assign the Call Park Extension to a BLF Key on Your Phone

1. Go to Users.
2. Click Edit (pencil icon) next to the user you wish to edit
3. Activate your device by using the MAC Address or an Activation Code.
4. Click Line Key Configuration above the Device dropdown.
5. Click +Busy Lamp Field.
6. Enter a Label.
7. Select Call Park from the Extension Type dropdown. The label will appear next to the BLF key on the phone device display.
8. Select the Extension you wish to use from the dropdown.
9. Optional: Click the toggle next to Enable call pickup for this monitored extension number.
10. Click Save. After saving, your BLF keys will appear with a red highlight.
11. Save the Phone Keys Plan.
12. Click Save at the bottom of the user's settings.

Additional Information

Status	Icon
Line is idle
Line is busy
Line is on hold
Line is unregistered

Objective

Applies To

• Auto Attendant
• Admin Console 

Procedure

• Let callers know that your office is closed for a holiday.
• Promote special sales and offers for callers to hear on selected dates, before the caller selects a menu option.
• Prepare special IVR instructions for callers on specific dates, when you anticipate a high call volume.

Note: Define rules for key input processing. If user inputs no key, replay menu X times. This rule will only take effect if there is a key option defined. If none is defined, it will just route to the configured "Target".

Access Auto Attendant Greetings

1. Log in to Admin Console.
2. Click Auto Attendants.
3. Click Edit (pencil icon) to the right of the Auto Attendant you wish to edit.
4. If you have a holiday schedule set up, select it from the drop-down.
5. Go to Call Handling Menus and select one of the following:
   • Weekdays
   • Holidays
   • Alternate
6. Select one of the following:
   • Open Hours Menu
   • Closed Hours Menu
   • Lunch Hours Menu
7. Click Change to the right of the pre-existing audio file. Note: If no audio file is selected, it will display Select File.
   
   
8. Click + Create Audio Files.
9. Upload or record a holiday-specific greeting.
   • Select By Uploading an Audio File to upload an existing audio file from your computer. Continue below to Upload Greetings.
   • Select By Calling a Number to Record to record a greeting through a call to your phone. Continue below to Record a New Greeting.

Upload Greetings

1. Select By Uploading an Audio File.
2. Enter the Title of your recording.
3. Click the center of your screen or drag an audio file to the Upload your Audio File window. Note: Audio files are limited to 5 MB and must be in an accepted file format: .au, .wav, and .mp3.
4. Click Save.

Record a New Greeting

The user must have a license assigned in order to make a call and record the greeting.

1. Select By Calling a Number to Record.
2. Enter the Name of your recording and the Phone Number or Extension on which you wish to record your initial greeting.
3. Click Call Now and follow the instructions on the call. 
4. Click Save.

Test Your Greeting

1. Click the tab of the menu you want to test.
2. Click Test Open Menu in the top right corner.
3. Enter a Phone Number or Extension.
4. Click Test. You should receive a call to hear the greeting for your selected menu.

Question

Applies To

• Admin Console
• Auto Attendants
• Call Loops

Answer

Call Loop Examples

Additional Information

Objective

Applies To

• Admin Console
• Auto Attendant

Procedure

Before You Begin

1. Log in to Admin Console.
2. Create user profiles for all the people in your company directory. This will set them up with the extensions that the Auto Attendant will dial. 
3. Confirm that each user's First Name and Last Name on their internal caller ID is the same as the name callers will be searching for in the company directory.
   • 
   • Note: If a users name is not set up correctly, it might not appear when searched for by other users (or at all, if this is left as default resulting in the Auto Attendant looping back to the Main Menu).
4. Each user in the company directory must set up a voice mailbox recording with their first and last name. This will be done individually on each user's phone. 
5. Check that each user profile is in the company directory. Follow the instructions below to add users to the company directory.

Add a User Profile to the Company Directory 

1. Log in to Admin Console.
2. Click Users.
3. If you wish to add an existing user, click Edit (pencil icon).
   • To add a new user, create a user profile.
4. Scroll down and select Auto Attendant contact directory Scope.
5. Ensure that the toggle next to Add User to Auto Attendant Directory is switched on. This should be set for every user you wish to be in the company directory.
6. Click Save.

Configure Dial-by-Name 

1. Log in to Admin Console.
2. Click Auto Attendants.
3. If you haven't already created an Auto Attendant, you can do so now before moving on to Step 4. To edit an existing auto attendant, click Edit (pencil icon) to the right of the Auto Attendant you wish to edit.
4. Click Add Key in the Call Handling Menu. You can enable the Dial-by-Name feature in the Open, Closed, or Alternate menu.
5. Select a key that callers will press to enable the Dial-by-Name option. For example, if callers press the "0" key, they would be able to dial extensions by name.
6. In the second field, select Name in the Dial By submenu.
7. If you have multiple sites, select the site to use with the Dial-by-Name feature from the Directory Scope menu.
8. Save your changes.

Objective

Applies To

• Admin Console
• Auto Attendant

Procedure

1. Log in to Admin Console.
2. Click Auto Attendants.
3. To create a new Auto Attendant and then record a greeting, select Create Auto Attendant. If you wish to record a greeting for an existing Auto Attendant, click Edit (pencil icon) to the right of your chosen Auto Attendant.
4. Select the menu you wish to create a greeting for in the Call Handling Menus section.
   • Note: You must select a Site for your Auto Attendant in order to view this menu.
5. Click Select File.
   
   
6. Click + Create Audio Files.
7. Select By Calling a Number to Record from the pop-up menu.
8. Enter the Name for the recording and the Phone Number or Extension you wish to call.
9. Click Call Now. This will call the number you have entered in this field.
10. Record your greeting.
11. Save your recording.
12. Wait for the system to confirm your file has been successfully uploaded. 
13. Click Finished only after you have received the confirmation.
14. End the call.

Objective

Applies To

• 8x8 Admin Console

Procedure

1. Log in to 8x8 Admin Console.
2. Click Users.
3. Click Edit (pencil icon).
   
   
4. In Voice Basic Settings, enter a new number under Extension number, or click Suggest to automatically assign the user an available extension number.
5. Click Save.

Objective

Applies To

• 8x8 Work
• User Provisioning
• SCIM API

Procedure

Planning Your SCIM Integration

1. Using a pre-built integration with either Microsoft Azure AD or Okta. For more information on setting up these integrations see:
   • Azure AD setup guide
   • Okta setup guide
2. Custom integration directly with the SCIM API

Obtain an 8x8 API Token

1. Log in to Admin Console.
2. From Home, click on Identity and Security.
   
   
3. In the User Provisioning Integration (SCIM) section, select Other SCIM Provider and copy both the 8x8 URL and 8x8 API Token into the properties of your SCIM provider.
   

8x8 SCIM API

• Create Users
• Get Users
• Get User By User ID
• Update Users
• Deactivate Users
• Activate Users

Note: Deletion of a user is not supported. The SCIM DELETE operation will result in the user being deactivated.

Modifiable User Attributes

Notes: The userName attribute also sets the user’s Federation ID (used for Single Sign-On) on create only. Inactive users are shown as a grayed out row in Admin Console. 8x8 User schema URN is urn:ietf:params:scim:schemas:extension:8x8:1.1:User.

Read-Only User Attributes 

Notes:  8x8 User schema URN is urn:ietf:params:scim:schemas:extension:8x8:1.1:User

Get All Users

https://platform.8x8.com/udi/customers/<CUSTOMER_ID>/scim/v2/Users?startIndex=<X>&count=<Y>

Get User By User ID

https://platform.8x8.com/udi/customers/<CUSTOMER_ID>/scim/v2/Users/<USER_ID>

Create User

https://platform.8x8.com/udi/customers/<CUSTOMER_ID>/scim/v2/Users

{
  "userName": "jdoe",
  "name": {
    "familyName": "Doe",
    "givenName": "John"
  },
  "active": true,
  "locale": "en-US",
  "timezone": "US/Pacific",
  "emails": [
    {
      "value": "john@abc.com",
      "type": "work",
      "primary": true
    }
  ],
  "externalId": "1234",
  "phoneNumbers": [
    {
      "value": "+14085551234",
      "type": "work"
    },
    {
"value": "+14085551235",
      "type": "mobile"
    }
  ],
  "title": "Manager",
  "urn:ietf:params:scim:schemas:extension:enterprise:2.0:User": {
    "department": "billing"
  },
  "urn:ietf:params:scim:schemas:extension:8x8:1.1:User": {
    "site": "HQ"
  }
}

Update User

https://platform.8x8.com/udi/customers/<CUSTOMER_ID>/scim/v2/Users/<USER_ID>

{
  "userName": "jdale",
  "name": {
    "familyName": "Dale",
    "givenName": "John"
  },
  "active": true,
  "locale": "en-US",
  "timezone": "US/Pacific",
  "emails": [
    {
      "value": "john@abc.com",
      "type": "work",
      "primary": true
    }
  ],
  "externalId": "1234",
 "phoneNumbers": [
    {
      "value": "+14085551234",
      "type": "work"
    },
    
    {
      "value": "+14085551235",
      "type": "mobile"
    }
  ],
 
  "title": "Manager",
  "urn:ietf:params:scim:schemas:extension:enterprise:2.0:User": {
    "department": "billing"
  },
  "urn:ietf:params:scim:schemas:extension:8x8:1.1:User": {
    "site": "HQ"
  }
}

Deactivate User

• Login to 8x8 softphone (8x8 Work for Desktop/8x8 Work for Mobile) is not allowed.
• From hardware device endpoints:
  • Inbound calls are allowed
  • Outbound PSTN calling is not allowed
  • Extension to extension calling is allowed
  • Only emergency calling is allowed

https://platform.8x8.com/udi/customers/<CUSTOMER_ID>/scim/v2/Users/<USER_ID>

{
  "schemas": [
    "urn:ietf:params:scim:api:messages:2.0:PatchOp"
  ],
  "Operations": [
    {
      "op": "replace",
      "value": {
        "active": false
      }
    }
  ]
}

Activate User

https://platform.8x8.com/udi/customers/<CUSTOMER_ID>/scim/v2/Users/<USER_ID>

{
  "schemas": [
    "urn:ietf:params:scim:api:messages:2.0:PatchOp"
  ],
  "Operations": [
    {
      "op": "replace",
      "value": {
        "active": true
      }
    }
  ]
}

Additional Information

About SCIM 2.0

Limitations

• The API does not support:
  • Assignment of licenses, cost center or user profile
  • Setting of work phone number
  • Update to site once set
  • Setting of profile picture
• Some fields set through the SCIM API can be subsequently modified in Admin Console. Depending on your SCIM implementation this may lead to some inconsistency between your Identity Management System and Admin Console
• Modification of fields other than “active” is not supported with the PATCH operation. Use PUT instead.
• The fields in 8x8 Admin Consoles for the users which are provisioned through SCIM API, are read only and can be changed only via the IdP.

Objective

Note: Customers using a hybrid on-prem/cloud environment where Office 365 is not the master must make the equivalent changes to their on-premise AD.

Applies To

• 8x8 Work
• Microsoft Azure
• SCIM Identity Management

Procedure

1. First, log in to the Microsoft 365 admin center.
2. Navigate to Users > Active Users.
3. Click on the name of the user you wish to change.
4. Scroll down to Contact information > Phone number and click Manage contact information.
   
   
5. In Manage contact information, change the Office phone number and/or the Mobile phone number to the user's assigned 8x8 Work phone number, as needed.
   
   
   
6. Click Save changes. You should see a confirmation message: Contact information updated.
   

   
7. Now in the Azure Active Directory admin center, navigate to Users and click on the user you've just changed.
   
   
8. Scroll down the user's Profile and verify that the change has been made. It can take a few seconds for Microsoft to update the user's information. Click Refresh as needed to update the view of the user's changed info.
   
   
   At this point, Azure should automatically sync any changes made to 8x8 users during the usual Provisioning sync timeframe (usually 30-40 minutes).However, individual users can be synced immediately, if needed.
9. While still in the Azure Active Directory admin center, navigate to Enterprise applications > All applications and click on the 8x8 app.
   

   
10. In Provisioning, click on Provision on demand in the action bar.
    
    
11. In Provision on demand, search for and click on the user to add them to the Selected user list.
12. Click Provision.
    
    
13. Once the provisioning is completed, you'll be shown an Export details confirmation. Confirm that it displays the updated phone numbers that have been synced to 8x8.
    
    
14. To confirm that the change was made, log out of and back into 8x8 Work for Desktop.
15. Click the magnifying glass icon, and search for and click on the affected user. The user's displayed 8x8 contact information should now appear correct, with no Work or Mobile phone field displayed.
    
    

Objective

Applies To

• Admin Console
• Extensions
• Voicemail
• Call Forwarding
• Auto Attendant
• Holiday Setup

Procedure

• Configure your extension voicemail and Ring Group voicemail. 
  • Determine how you will receive voicemail notifications for your extension, and set up a Ring Group voicemail greeting for the holiday.
  • Set Up Voicemail Options in 8x8 Admin Console
  • Set Up Ring Group Voicemail in 8x8 Admin Console
• Configure your call forwarding.
  • If you would like to direct calls to an alternate number during holidays, you can simply create and activate forwarding rules to automatically perform this handling.
  • Set Up Call Forwarding in 8x8 Admin Console
• Configure your Auto Attendants.
  • Your Auto Attendant is a powerful tool that offers an array of options for call handling in situations such as holidays or reduced hours of operation, including time-based greetings and routing.
  • Set Up a Holiday Schedule for an Auto Attendant in 8x8 Admin Console

Objective

Applies To

• 8x8 Admin Console
• Google SSO
• SAML 2.0

Procedure

1. Log in to Admin Console as an administrator.
2. Navigate to Home > Identity and Security.
3. To allow users to log in with either SSO or their 8x8 user credentials, click the slider to enable (blue) the 8x8 Authentication option. Leave this option disabled (gray) if you wish to force all users to use only their SSO credentials for logging into 8x8 services.
4. Click the slider to enable (blue) the Single Sign On Integration (SSO) box to enable SSO features.
5. Select Google or Other SAML SSO Provider, depending on the service type you're using.
   • Note that the Other SAML SSO Provider option requires additional configuration.

Additional Information

Symptom

Applies To

• Admin Console
• Ring Groups
• Call Queues
• Caller ID

Resolution

1. Check the Ring Group Caller ID settings to ensure it is set to Caller's Name and Caller's Number.
2. If the setting is correct but the issue still occurs, create a case with 8x8 Technical Support.

Cause

Objective

Applies To

• Admin Console
• Auto Attendant

Procedure

1. Log in to Admin Console.
2. Click Auto Attendants.
3. Create an auto attendant or click Edit (pencil icon) to the right of the Auto Attendant you wish to edit.
4. Ensure that you have the proper Schedule selected. You can also create a new schedule for holidays or other occasions in the future where you will have reduced hours.
5. Go to Call Handling Menus and select Open or Closed to set up specific rules for calls that come in during and outside of business hours. To set up a menu with separate actions, select Alternate Menu. Note: You need to select a Site for your Auto Attendant before you can view the Call Handling Menus.
6. Click Add Key to create scheduling rules for specific keys.
7. Select the Key users will press to complete an action from the menu.
8. Select any of the actions below. Callers can complete these actions by pressing the key associated with them.
   • Transfer To
     • Auto Attendant: You must have two Auto Attendants to use this option.
     • Call Queue
     • User
     • External Number: This can be used for any third-party services, such as contact centers. Note: A phone number is required if using External Forwarding on an Auto Attendant and if the Site does not have a Main Number.
     • Ring Group
9. Click Save in the Key Manager window.
10. Save your Auto Attendant profile.

Objective

Applies To

• Admin Console
• Cross-Site Dialing

Procedure

If you require sites with different extension lengths across PBXs, create a case with 8x8 Technical Support to enable.

1. Log in to Admin Console.
2. Select Sites.
3. Select Edit (pencil icon) to the right of the site that you wish to edit.
   
   
4. Enter the Site Code under Internal Dial Plan.
5. Select the desired extension length from the drop-down. You can select an extension of up to nine digits long.
   
   
6. Select Save.

Making Extension-To-Extension Calls with Cross-Site Dialing

• Acme Site A: 20
• Acme Site B: 21

• Within Acme Site A: Sarah dials 1002 to call Jeff
• Within Acme Site A: Sarah can also dial 201002 to call Jeff
• From Acme Site A to Acme Site B: Sarah dials 211001 to call Rob

Symptom

Applies To

• Admin Console
• Auto Attendant
• Ring Group

Resolution

1. Home > Auto Attendants.
2. To the right of the desired Auto Attendant, select Edit.
3. Scroll to Call Handling Menus.
4. Under Main Menu on the desired schedule, select Edit Settings.
   
   
5. Under Number of seconds the system should wait before taking next action, ensure it is set to 3 seconds (and not 0).
6. Click Save.
   
   

Cause

Objective

Applies To

• 8x8 Admin Console
• Microsoft Azure Active Directory (Azure AD)
• SSO

If you want to configure Single-Sign-On for Azure AD users, see Azure AD: 8x8 Single Sign-On (SSO) and User Provisioning (SCIM) Configuration.

Procedure

Create a User

8x8 recommends that each AD user to be assigned to 8x8 has their Office (physicalDeliveryOfficeName) attribute set to the name of the 8x8 Site they belong to. You can copy the site name from Admin Console.

Azure AD provisioning activity typically runs on a 40 minute cycle. Allow one hour between assigning a user to the 8x8 app before the user appears in Admin Console.

User Changes

Deactivate and Activate a User

Delete a User

1. Initial deletion is a soft-delete which moves the user to the “Deleted users” blade in Azure AD. This causes the user to be deactivated in 8x8 (This is similar to blocking sign-in from Azure AD).
2. When a user is fully deleted from Azure AD, nothing further happens to the 8x8 user. If the user had not already been deactivated, then the user is deactivated at this point, but not deleted. It is not possible to delete an 8x8 user via the integration, you need to do this individually in Admin Console.

Administration Restrictions in 8x8 Admin Console

• Username
• First name
• Last name
• Email address
• Deactivation and Activation

Unassign Users from the 8x8 App

Link an Existing 8x8 User to Azure AD

• Their Username in Admin Console matches their User name (userPrincipalName) in AD.
• Upon initial assignment to the 8x8 app, Azure AD checks if the user’s attributes are in sync and updates the 8x8 user accordingly. At this point, Admin Console considers the user to be owned by Azure AD and prevents any changes to those attributes that are mapped from Azure AD. This restriction avoids data inconsistency by enforcing that changes are only made to the master data source of the user.

Disable the Integration

User Provisioning Configuration

Site 

Contact Numbers

• Company directory of 8x8 Work Desktop and Mobile
• Contact Center directory
• Switchboard Pro directory

User Provisioning Attribute Mappings

Default Attribute Mappings 

Advanced Attribute Mappings 

Objective

Applies To

• Admin Console
• Sites

Procedure

1. Log in to Admin Console.
2. Click Sites.
3. Click Create Site.
4. Enter your Site Name.
5. Enter a Site Code. This is the extension that will be used to dial the site for cross-site dialing. See Configure Cross-Site Dialing in Admin Console.
6. Click the Address drop-down and select New Address.
7. Select the Language and Time Zone for your site.
8. If desired, enter the name or number of your site's Receptionist and select their name and extension number from the drop-down. Your receptionist can be a user, Call Queue, or Ring Group.
9. Set the Main Line Number for this site. This is only required if you wish to make calls using your site extension, or if you want to set up your Main Number for all users belonging to the site.
10. Optional: If you want all your site users to have the Main Number and Caller ID Name for their outbound caller ID, click the toggle next to Set Main Number as Caller ID for all Users Belonging to this Site. The toggle turns blue when this feature is enabled.
11. Optional: Select the Calling Country from the drop-down. This will determine the numbering plan for your site.
12. Click Save.

Objective

Applies To

• Admin Console
• Main Line Number

Procedure

1. Log in to Admin Console.
2. Click Sites.
3. Click Edit (pencil icon) to the right of your site.
   
   
   
4. Confirm your site details.
5. Under Voice Service Settings, select your Main Line Number.
   
   
   
   
   Note: If you want to use the Main Number for the Caller ID for all users in your organization, click the toggle to On (green).
6. Click Save.

   Note: If no number is assigned to ring groups (e.g., in the instance of overflow ring groups), then it will use the Site Main Number to make calls out. Ensure the Site Main Number is set, or it will fail to forward calls to external numbers on ring groups.

Additional Information

Objective

Applies To

• Admin Console
• Extensions
• Caller ID

Procedure

1. Log in to Admin Console. 
2. Click Sites.
3. Click Edit (pencil icon).
   
   
   
4. Under Voice Service Settings, toggle Set Main Number as Caller ID for all Users Belonging to this Site. A blue toggle shows this option has been successfully activated.
   
   
   
5. Click Save.