Objective

Applies To

• Admin Console
• Call Recordings

Procedure

Download Recordings

1. Log in to Admin Console.
2. From the main Home page, click Recordings. Note: You can also click the Menu icon, in the top left of your screen, and select Recordings from the menu.
3. Check All in the Filters bar to view all your call recordings. You can also filter recordings by:
   • Date: Select a starting and ending date to look for calls within a date range.
   • User: Search by user name.
   • Direction: Check the box next to Inbound or Outbound to view your incoming or outgoing calls.
   • Region: If you have multi-region PBXs on the same account you will also see an option to filter by PBX.
     
     
4. Check the box to the left of your recording.
5. Click the Download button.
   
   
6. Click the
   
   icon on the right-hand side of the screen and click Download ready to download your recording. At this time, downloading by filter is not supported.

Delete Recordings

1. Log in to Admin Console.
2. From the main Home page, click Recordings. Note: You can also click the Menu icon, in the top left of your screen, and select Recordings from the menu
3. Right-click and select Delete. The Delete recording? prompt displays.
4. Enter DELETE in capital letters in the Please type “DELETE” field and click Delete.
   
   

The call recordings are now deleted.

To delete one or more call recordings by filter

1. From the Home / Recordings screen, select the check box to the left of the Interaction date.
2. Click Select all filtered recordings. If filters are set up, all recordings that correspond to those filters are selected for deletion. Note: If no filter has been set up, then all call recordings are selected for deletion.
3. Optionally, click Clear selection if you want to change your decision to delete the selected files. This clears all the selected files for deletion.
4. Click Delete. The Delete recording? prompt displays.
   
   
5. Enter DELETE in capital letters in the Please type “DELETE” field and click Delete. The Deleting Recordings prompt displays.
   
   

To delete all call recordings

1. From the Home / Recordings screen, select the check box to the left of the Interaction date to automatically select all calls.
2. Click Select all filtered recordings.
3. Click Delete. The Delete recording? prompt displays.
4. Enter DELETE in capital letters in the Please type “DELETE” field and click Delete. The Deleting Recordings prompt displays
5. Optionally, click Stop if you want to stop the deletion process for any reason. Deletion stops immediately, but recordings that have already been deleted before you stopped the process cannot be recovered. If you do not click Stop, all call recordings are permanently deleted.

Additional Information

Objective

Applies To

• 8x8 Work for Desktop
• Admin Console 

Procedure 

Download Recordings in 8x8 Work for Desktop

1. Log in to 8x8 Work for Desktop.
2. Click Call Recordings
3. Click More Options (three dashes).
4. Click Download.

Download Recordings in Admin Console

1. Log in toAdmin Console.
2. Click Recordings.
3. Click in the Search Filters field. A drop-down listing filter types displays that let you sort by predefined filters, exact match, consecutive characters, and incomplete match:
   • Predefined Quick Filters:
     Predefined filters let you sort by:
     • Recent Contact Center Interactions
     • Recent Generic Interactions
     • Recent Meetings
   • Full Name: Filter by the full name of the user or agent whose calls are recorded.
   • Extension: Filter by a user's extension.
   • Direction: Filter by interaction direction such as Inbound or Outbound calls.
4. Select a filter you want to use, click the drop-down options, and enter partial or full numbers or names. 
5. Click within the Search Filters field each time you want to add an additional filter.
   
   
   
6. Click the Download icon to download the call recording file.
   
   
   

Retrieve a Recording from Cold Storage

1. From the 8x8 Admin Console Home / Recordings page, right-click on the archived recording you want to retrieve. An archive icon appears to the right of the call’s interaction date.
   
   
   
2. Right-click on the archived recording and select Retrieve. Or, select the archived recording and click Retrieve  above the Interaction date column. You can retrieve one record at a time or bulk retrieve up to 2 GB of archived records at once.
   
   
   
3. The Retrieve recording? dialog displays. Click Retrieve. It can take up to 12 hours to retrieve recordings.
4. A circular wait icon displays indicating that the retrieval is in progress. When the recording is retrieved from the archive, you receive a notification email from where you can directly access the retrieved recordings. Note: Retrieved recordings are only accessible for a maximum of seven days. After which they are automatically placed back into the archive.

Objective

Applies To

• 8x8 Admin Console

Procedure

1. Log in to 8x8 Admin Console.
2. Click Users.
3. Select the Edit icon on the right.
4. Scroll to Call Recording Settings.
5. Set your Recording Mode to one of the following:
   • Allow User to Record Calls Selectively
   • Record all Calls for this User
   • Never Record Calls for this User
6. Select who will hear the Recording Announcement from the following options:
   • Announce Call Recording to Remote Party
   • Announce Call Recording to Me
   • Announce Call Recording to Me and Remote Party
   • Announce Call Recording to Neither Party
7. Click Save.

Additional Information  

Objective

Applies To

• Admin Console
• Call Recordings

Procedure

1. Log in to Admin Console.
2. Click Users.
3. Find the required user by either scrolling or searching their name/extension in the search box in the top right. 
4. Click Edit (pencil icon).
5. Select Call Recording Settings.
6. Under Recording announcement  select one of the following:
   • Neither
   • Me/User
   • Remote Party
   • Both Parties 
7. Save the changes at the bottom of the screen before exiting.

Additional Information

Question

Applies To

• Admin Console
• Call Recording

Answer

Objective

Applies To

• Cloud Storage Service Public API

Procedure

1. Obtain your authentication token. For more information, see Cloud Storage Service Public API Creating Keys and Authenticating.
2. Make a GET Request to either:
   • https://api.8x8.com/storage/us-west/v3/regions
   • https://api.8x8.com/storage/us-east/v3/regions
3. The response will contain your region that is to be used in the URL when calling the Cloud Storage Service Public API

Example Request (cURL)

curl --location --request GET 'https://api.8x8.com/storage/us-west/v3/regions' \
--header 'Authorization: Bearer KyD***********************fa'

Example Response

[
    "us-east"
]

Example Request & Response (Postman)

Objective

Applies To

• Admin Console
• Cloud Storage Service Public API

Procedure

Assign the Storage API Role to a User

1. Log in to Admin Console as a Super User.
2. From the left menu, select Roles & permissions.
3. Click Assignments.
4. Click + Create Assignment.
5. Select a user to Assign to.
6. Select Role Storage API.
7. Select Scope.
8. Click Save.

Create an API Key for Call Recordings & Storage

1. User with the Storage API role logs in to Admin Console.
2. Click API Keys.
3. Click Create App.
4. Enter a name.
5. Select Call recordings & Storage for  API Products.
6. Click Save.

Authentication for 8x8 Cloud Storage Service Public API

1. Combine and then encode your client credentials as a Base64 string.
2. Make a POST request to the 8x8 Authorization Server using your encoded credentials string in the Authorization header.
3. Obtain your access token from the server response.

Example Request (cURL)

curl --request POST --url https://api.8x8.com/oauth/v2/token -u 'key:secret' --header 'Content-type: application/x-www-form-urlencoded' --data grant_type=client_credentials

curl --request POST \
  --url https://api.8x8.com/oauth/v2/token \
  --header 'Authorization: Basic am9**********w=='\
  --header 'Content-type: application/x-www-form-urlencoded' \
  --data grant_type=client_credentials

Example Response

{
  "expires_in": "3599",
  "token_type": "BearerToken",
  "issued_at": "1583852755661",
  "access_token": "KyD***********************fa",
  "application_name": "059f3e8d-e624-4f98-be6c-4f2616db52cf",
  "scope": "",
  "expires_in": "3599",
  "status": "approved"
}

Example Request & Response (Postman)

8x8 Cloud Storage Service Public API

These examples use the us-west region in the URL, you will need to use the correct region for your PBX/Tenant. For more information, see Cloud Storage Service Public API Region Discovery.

Example Request to Get All Objects (cURL)

curl --location --request GET 'https://api.8x8.com/storage/us-west/v3/objects' \
--header 'Authorization: Bearer KyD***********************fa'

Example Request & Response to Get All Objects (Postman)

Additional Information

• Cloud Storage Service Bulk Download Documentation
• Cloud Storage Service Objects Documentation

Objective

The policy assigned to the user at that moment the recording is made determines how the recording will be stored. Changes made to an user’s policy will take effect on the user’s next available recording after the changes are made.

Storage licenses will not be assigned automatically for 8x8 Work and will remain inactive unless users configure their storage policies. In such cases, the recorded data will be retained for the default 30-day duration in Hot Storage. After this 30-day period concludes, the data will be deleted.

Applies To

• Admin Console
• Call Recording Storage

Procedure

Assign a policy

1. Log in to Admin Console.
2. Click Storage Policy.
3. Locate the storage policy row you want to edit, click Manage All Users (for 8x8 Work) or Manage All Tenants (for 8x8 Contact Center).
   
   
   
4. Select the license you want to edit.
5. Select the users you want to edit
6. Click Edit Storage Period.
   
   
   
7. Select the number of days needed for hot/cold storage.
   
   
   
8. Click Save.

As per the storage policies that have been purchased and configured, the retained data will remain accessible for the duration of the customer's active subscription with 8x8.

Objective

Applies To

• Admin Console
• Role-Based Access Control

Procedure

Recordings Role

1. Log in to 8x8 Admin Console.
2. From the upper left menu, select Roles & Permissions > Roles.
3. Select Create Role.
4. Under Application select Admin Console.
5. Under Permissions select Recordings.
6. Select Save.

Recordings Assignment

1. Navigate to Roles & Permissions > Assignment.
2. Select Create assignment.
3. Assign to the appropriate user.
4. Select the previously created role for Recordings.
5. Select the desired site scope/scopes (or Company).
6. Select Save.

Restricted Access Assignment

1. Navigate to Roles & Permissions > Assignment.
2. Select Create assignment.
3. Assign to the appropriate user.
4. Select Storage Admin.
5. Select the desired site scope/scopes (or Company).
6. Select Save.

Additional Information

Objective

Applies To

• Admin Console
• Roles
• Recordings

Procedure

1. Navigate to Roles & Permissions → Roles page and create new role with 8x8 Admin Console application and at least Call Recordings permissions. Alternatively, an existing role could be edited to grant that permission.
   
   
2. Navigate to Roles & Permissions → Assignments page and create new assignment for the selected user with the role at the previous step and the desired site scope/scopes (or Company). 
   
   

1. Navigate to Roles & Permissions → Assignments page and create new assignment for the selected user with the out-of-the-box Storage Admin role and the desired site scope/scopes (or Company).
   
   
2. If the user needs access to view call recordings, but not be able to delete them, a new role should be created. Navigate to Roles & Permissions → Roles page copy the Storage Admin role and deselect delete permissions ("Delete Objects" and "Bulk Delete"). Create a new user assignment with this copied role. 
   
   
   

1. Navigate to Roles & Permissions → Roles and create a new role. Select Call recordings & Storage as application. Assign permissions as desired.
   
   
2. Perform step 2 from above, and instead of Storage Admin role, use the newly created role name.

Symptom

Applies To

• Admin Console with call recording enabled.
• Admin Console

Cause

Resolution

Enabling Announcements

1. Log in to Admin Console.
2. Click Users.
3. Click Edit (pencil icon).
4. Scroll down to Call recording settings.
5. Under Recording announcement, select Me/User, Remote party, or Both parties.
6. Click Save.

Objective

Applies To

• Admin Console

Procedure

Additional Information

Objective

Applies To

• 8x8 X Series
• Login Security

Procedure

Enabling Multi-factor authentication

1. In the Admin Console, click Identity and Security.
   
   
2. Enable Multi-factor authentication for all users and save changes. 
   
   
3. All users will now be required to configure a second factor during the next login.

Using Multi-factor Authentication

User Login

1. During their first login after multi-factor authentication is enabled, users will be prompted to configure their second factor.  Users can choose from SMS, e-mail, or authenticator apps.
   
   
2. Once configured, users are logged in as normal. During the subsequent login, users can choose to not be prompted for the second factor on the same device for 90 days.
   
   

Changing multi-factor authentication and getting backup codes

1. From the Application Panel (apps.8x8.com), click on the User Profile menu (top-right) and choose Application Password MFA. 
   
   
2. From there, you can add/change/remove authentication methods. Please note that once enabled by an administrator, users must have at least one method enabled at all times.
   
   

Resetting users’ multi-factor authentication

Additional Information

Objective

Applies To

• 8x8 Admin Console
• API Key

Procedure

• Analytics & Content
  • Analytics for Contact Center
  • Call Recordings & Storage (Cloud Storage Service)
  • Customer Experience Post Call Survey
  • Customer Experience Recent Calls
  • Quality Management & Speech Analytics
• Actions
  • CHAPI Work Chat
  • Contact Center Chat

Assign API Key permission to users

Create an app for the API

1. From the menu, go to API Keys.
2. Click Create app.
3. Enter a name for the app.
4. Select the API/s from the list of available APIs.
5. Save the app. This automatically generates the API key.

Fetch the API key for the app

1. Go to the list of apps listed under the API Keys.
2. Select to edit the app you just created.
3. Note that the API key and the secret code are now visible in the protective mode.
4. Click  to view the key and the code.
5. Copy and store the key for authentication.

Revoke access to any of the supported 8x8 API

Authentication

Additional Information

Objective

Applies To

• 8x8 Admin Console
• Role-based Access Control

Procedure

1. Log in to 8x8 Admin Console.
2. Click Menu (three horizontal lines top left of the page).
3. Click Roles & permissions.
4. Click Assignments
5. Click +Create assignment (Top right of the page).
6. Fill in the following fields:
   • Assign to
   • Role
   • Scope

7. Click Save.

Out of the Box 8x8 Admin Console Roles

Additional Information

Objective

Applies To

• Admin Console
• Voicemail Transcript
• X Series
• Editions

Procedure

1. Log in to 8x8 Admin Console.
2. From the top left menu, go to Profile Policies.
3. To the right of the 8x8 Master User Template, click Edit (pencil icon). Note: These steps may be repeated for any other configured profile policy you have. 
4. Scroll down to the Disable Voicemail Transcription section.
5. Click the toggle to gray to enable voicemail transcription.
   
   
6. Click Save.
7. Confirm that users' Voicemail Settings > Notification settings are set to either Notification Only or Attachment Only. For more information, see Set Up Voicemail Options in 8x8 Admin Console

Additional Information

• The Voicemail Transcription feature transcribes a user's voicemails to readable text that is sent to the user's email.
• The language used for the transcription depends on the language set on the user's extension.
• Only messages longer than five seconds are transcribed.
• It may take up to five minutes for the email to be received following the end of the voicemail recording.
• This feature is not available for Contact Center Voicemails.
• This feature is currently enabled company-wide, and not on a per-user basis.

Question

Applies To

• Admin Console

Answer

Logging In

1. Go to the 8x8 Application Panel.
2. Log in with your 8x8 username and password.
3. On your 8x8 Application Panel, click Admin Console.

Navigating

• Billing call log: This is only present if you have Analytics for 8x8 Work.
• Contact support: Contact 8x8 support services.
• Send Feedback: Here you can send product feedback if certain features aren't working.
• Co-Browsing: This option allows you to share your screen with a support agent if you are on a support call.
• Logout

 

• Setup: Features for your phone system. The General options allow you to create users, assign extensions, and set up other system services.
• Phone System: Office phone system features, such as Auto Attendants and Extensions.
• Work Groups: User related group settings, such as Ring Groups, Call Queues, and Paging.
• Virtual Contact Center: Customer Contact Center options.

Objective

Applies To

• Admin Console
• Role-Based Access Control

Procedure

Viewing User Roles and Permissions

• Log in to Admin Console.
• Click Menu (three horizontal lines) > Roles & permissions. 

* VCC Admin is only available to customers with 8x8 Contact Center. Only VCC Admins can access Configuration Manager for Contact Center.

Create a Custom Role

1. Click +Create Role.
2. Enter a Role Name.
3. Select the Application.
4. Select the required permissions.
5. Click Save.

Out of the Box My 8x8 Permissions

• Billing: Provides access to Billing functions, Cases, Training, and Cost Centers.
• My8x8 Access: Provides access to all functions within the My 8x8 Support Portal.
• Ordering: Provides access to Ordering functions, Cases, and Training.

Additional Information

Objective

Applies To

• Admin Console
• Emergency Services

Procedure

Updating a Site Address

1. Log in to Admin Console.
2. Select Sites.
   
   
3. To the right of the desired address, select Edit (pencil icon).
    
   
4. Under Details > Address, select Add New Address.
5. Select the appropriate country and begin entering the updated address. The system will automatically provide a valid address as you start typing in your company's physical business address.
6. Select the appropriate suggested address and then select Validate.
7. Select Save.

Updating an Agent Address

1. Log in to Admin Console.
2. Select Users.
    
   
3. To the right of the desired user, select Edit (pencil icon). 
   
4. Under Details > Address, select Add New Address.
5. Select the appropriate country and begin entering the updated address. The system will automatically provide a valid address as you start typing in your company's physical business address.
6. Select the appropriate suggested address and then select Validate.
7. Select Save. 
   

Additional Information

Objective

Note: It is optional to use PBX Dial codes, as cross-site dialing can be used between PBXs. Configure Cross-Site Dialing in Admin Console

Applies To

• Admin Console
• Mulitple PBXs

Procedure

1. Log in to Admin Console.
2. Select Company.
3. Locate List of PBX(s) at the bottom of the page.
4. Click Edit (pencil). 
5. In the box that appears, type the desired numerical dialing code.
6. Click Save.
7. Repeat steps 4 through 6 for each PBX.

Note: All PBX dialing codes within an account must be unique.

Dialing with PBX Codes

Objective

Applies To

• Admin Console
• PBX

Procedure

1. Log in to Admin Console.
2. Select Company.
3. List of PBX(s) will be located at the bottom of the page.
   
   

Question

Applies To

• Call Forwarding
• International Numbers

Answer

Additional Information

Objective

Important: Email notifications for 911 calls are available only for sites in US & Canada.

Applies To

• Admin Console
• Sites

Procedure

1. Login to Admin Console.
2. Click Sites.
3. Click the Edit (pencil) icon to the right of the site you wish to add the email notifications to. 
4. Scroll down to the Emergency section.
5. In the text box under E911 Notification Emails, type in the email address you want E911 Notification emails sent to.
   • Additional email addresses can be added. Just press the space bar after each complete email address to begin adding another.
6. Click Save.
   
   
   

Additional Information

• For more information on Kari's Law, please see the FCC's website. 
• Notifications only apply to US and Canada.

What should I do if I accidentally dial 911?

How do I place a "test" call to make sure 911 works for me?

How do I know my local 911 has the correct address for my home or business?

How do I know my local 911 has the correct address for my home or business? How can I register my Voice over Internet Protocol (VoIP) Phone for 911?

Why are 911 fees included on my landline or wireless bill?

Question

Applies To

• 8x8 Unified Communications
• Canada, USA

Answer

Objective

At this time, PingOne active user sync (SCIM) to 8x8 is not supported.

Applies To

• PingOne identity management
• 8x8 Admin Console
• SAML 2.0 SSO

Procedure

• Add the 8x8 Application to PingOne
• Set Up Identity Management in 8x8 Admin Console
• Configure a User in 8x8 Admin Console for SSO Login
• 8x8 Work Desktop SSO Login Process

Add the 8x8 Application to PingOne

1. From Applications > My Applications, make sure the SAML tab is selected.
2. Click on Add Application and select Search Application Catalog.
   
   
   
3. In Application Catalog, search for 8x8 if needed.
4. Click on the arrow at the far right of the 8x8 app to expand the app details.
   
   
   
5. Click Setup.
   
   
   
6. Click Download from Signing Certificate to download the .crt certificate file. You'll need this file later, when you configure SSO in your 8x8 Admin Console account.
   • If you have more than one certificate type available, select an option that will provide a PEM formatted certificate, which is the required type for 8x8 SSO authentication.
7. Copy the URLs from the following fields (or return to this window later). You’ll need these later, as well.
   • Issuer
   • Initiate Single Sign-On (SSO) URL
8. Scroll down and click Continue to Next Step.
   
   
   
9. In section 2. Connection Configuration, verify that the ACS URL and Entity ID fields both contain the following URL: https://sso.8x8.com/saml2
10. Scroll down and click Continue to Next Step.
    
    
    
11. In section 3. Attribute Matching, nothing is required to be changed from the default settings. Click Continue to Next Step.
12. In section 4. PingOne App Customization - 8x8, nothing is required to be changed from the default settings. Click Continue to Next Step.
13. In section 5. Group Access, click Add for any user groups that should have access to 8x8 application authentication. Then click Continue to Next Step.
    
    
    
14. In section 6. Review Setup, review your configuration information compiled from all of the previous steps.
15. Scroll down and click Finish.
16. You'll be returned to the Application Catalog, where the 8x8 application should now be marked as Installed. Continue with steps for configuring 8x8 Admin Console, below.
    
    

Set Up Identity Management in 8x8 Admin Console

1. From https://vo-cm.8x8.com, log into your 8x8 Admin Console account.
2. From Home, click on Identity Management.
   
   
   
3. Click the check box for Single Sign-On (SSO) to enable it.
   • Note that 8x8 supports only one ID management app per account.
4. Un-check the 8x8 Username and Password check box only if you want to prevent users from authenticating with 8x8 Work credentials.
   • Doing this will allow only the SAML SSO identity provider credentials to be used.
   • Keep the 8x8 Username and Password check box checked if users should be allowed to use both authentication methods.
5. Select Other SAML SSO Provider. The screen will expand with more configuration options.
   
   
   

6. In SAML SSO Provider Information > SAML SSO Provider Name, enter a label you want for this SSO provider. 
7. Match the 8x8 fields with the PingOne URL information you collected earlier, and add the PingOne URLs into the appropriate fields in SAML Settings.

8. In Certificate in use, click on Click to attach a certificate file and choose the PingOne certificate you downloaded earlier. The file name of the certificate will appear in the field.
   
   
   
9. Finally, click Save at the bottom of the page. You should see a green confirmation banner for a few seconds at the top of the screen.
10. Continue with the next steps below to make the necessary changes to your 8x8 users in Admin Console.

Important: If after saving you find that you’ve made a mistake with the certificate, just un-check the Single Sign-On (SSO) check box and click Save to clear out the SSO information. Then follow the above process again with the correct information. The URLs can be edited without clearing the entire SSO configuration.

Configure a User in 8x8 Admin Console for SSO Login

1. In 8x8 Admin Console, click on Home > Users.
   
   
   
2. Search for the user you’re configuring, and click the pencil icon to edit the user.
   
   
   
3. Scroll down to Single Sign-On (SSO) and add the user’s PingOne Username to the Federation ID field. Note: This field only appears after an identity provider is configured in Identity Management.
4. Click Save.
   
   
   
5. You should then see a green confirmation banner at the top of the screen for a few seconds.

This completes the 8x8 Admin Console configuration of PingOne. Your configured users should now be able to log into 8x8 applications such as 8x8 Work Desktop. A brief example of the 8x8 Work login process is shown, below.

8x8 Work Desktop SSO Login Process

1. First, launch 8x8 Work Desktop on your PC.
2. Enter the PingOne Username of the assigned user into the 8x8 Username or Email field and click Continue.
3. Click Log in using SSO.
4. In the PingOne Sign On page, Enter the user’s Username and associated Password.
5. Click Sign On.
   
   
   
6. This will complete the user's login to 8x8 Work Desktop.
   
   
   

Other login options and login persistence may be available depending on the PingOne administrator’s configuration of that service.

Login Issues

Invalid SAML Profile

1. In PingOne, navigate to Applications and click on the arrow to expand the 8x8 application info.
   
   
   
2. Scroll down to signing Certificate and click Download to download and save the certificate, as needed.
   
   
   
3. Using the configuration steps above, add the certificate to your 8x8 Admin Console Identity Management setup, and click Save.
   
   
   

We could not verify your SSO account 

• We could not verify your SSO account. Please contact your 8x8 administrator.

Objective

Applies To

• 8x8 Admin Console
• Desk Phones

Before You Begin

• The phone(s) you’ll be activating.
• The email with your login credentials.
• A User Profile with a license assigned that will be associated with the device.
• A phone number claimed or ported and assigned to the user.

Procedure

Activating Your Phone as an End User

1. Connect the phone to your Ethernet connection using the provided Ethernet cable. (If your network does not feature power over Ethernet, be sure to also connect and plug in the power adaptor.)
2. Your phone will automatically power up and display Activate on the screen.
3. Pick up the handset (or turn on the speakerphone).
4. Following the voice prompts and enter the Activation Code that you received in your welcome email.
5. The phone will reboot and then come online. Note that the phone may reboot more than once.

Activating Devices Through the User's Profile in Admin Console

1. Log in to 8x8 Admin Console.
2. Click Users.
3. Select an available 8x8 Work Services license according to to the plan you have purchased from 8x8. 
4. Go to Voice Basic Settings.
5. Enter or Suggest an extension.
6. Assign a Device to the user. Once you select the device, you will be able to activate the phone by selecting one of the options below:
   • MAC Address: Enter your device's MAC Address.
   • Activation Code (an activation code will display if this option is selected)
7. Click Save to confirm your changes. If you selected  MAC Address, your device will be activated once the user is saved. If you selected Activation Code, follow the instructions above to activate your phone.

Question

Applies To

• Desk Phones
• Adapters
• 8x8 Admin Console

Answer

MAC Passwords

Default Passwords

Cisco Phones

• 198y9w9y891
• 654123

Cisco SPA 2102 Adapter

• 8kappX!g

Cisco SPA 122 Adapter

• admin (if device is factory reset)
• 654123 (if device is pointed to 8x8 configuration, but not yet activated)
• MAC Password (if device is already activated and working)

Obihai

• admin

Panasonic Phones

• adminpass

Poly IP Phones

• 456
• MAC Password

Yealink Phones

• admin

Objective

Applies To

• Phone Activation
• Admin Console

Procedure

• The user's extension Welcome Email - Sent to individual extension users when a new user profile is assigned to an extension. If you cannot locate your Welcome email, your 8x8 account administrator can have it sent to you again. Note: If the user's device was not assigned when the Welcome email was sent, assign a device and send the Welcome email to the user again.
• Admin Console - Accessible to authorized 8x8 account administrators.

Finding the Activation Code in the Welcome Email (End Users)

1. Look for an email with the subject, "Welcome to 8x8 - Let's Get Started"
2. Scroll down to Your Extension Info to see the Device Activation Code.

Finding the Activation Code in Admin Console (Admins)

1. Log in to Admin Console.
2. Click Devices.
3. Click View Device Report.

Objective

Important: Making and committing changes to a user profile which has an unsupported device configured will result in the permanent loss of configuration for that device, and it cannot be re-added. Also note: To use an unsupported 3rd party SIP device on 8x8’s network, you must contact your 8x8 Customer Support Manager (CSM) or account owner to reach out to our Professional Services team. Note that there is a cost associated with completion of this work, to be determined by Professional Services.

Applies To

• 8x8 Admin Console
• Device End-of-Life
• Local Device Access Credentials

Procedure

1. Log into 8x8 Admin Console.
2. Navigate to Home > Users and search for the specific user who has the retired device configured in their profile.
3. Click the pencil icon or click Edit to open their profile.

 

 

4. Scroll down to or click on Voice basic settings. You should see the user’s phone number, extension number, and device-related info.
5. Click on Remove device to begin removing or changing the unsupported phone.

6. In the popup window, copy and save the displayed Mac address and Admin password for later use. This information will be required if for any reason you’ll need to access the device’s local interface or web GUI.

7. Click the acknowledgement checkbox to confirm removal of the device from the user’s profile.
8. Click Continue to immediately and automatically apply the change. Clicking Save is not required.

Objective

Applies To

• Device Passwords
• Admin Console

Procedure

MAC Passwords (Device Admin Password)

Default Passwords

Cisco Phones

• 198y9w9y891
• 654123

Cisco SPA 2102 Adapter

• 8kappX!g

Cisco SPA 122 Adapter

• admin (if device is factory reset)
• 654123 (if device is pointed to 8x8 configuration, but not yet activated)
• MAC Password (if device is already activated and working)

Panasonic Phones

• adminpass

Poly IP Phones on non-UC4.0+ Firmware

• 456
• MAC Password

Wireless Poly KIRK/Spectralink Phones

• kws300default phone passwords

Spectralink Base

• ip600

Yealink Phones

• admin

Objective

Important: This process also enables or disables encryption of signaling, SIP over TLS (Transport Layer Security).

Applies To

• Admin Console
• SRTP

Procedure

Enabling SRTP

1. Log in to Admin Console.
2. Click Users.
3. To the right of the user for whom you want to enable SRTP for, click Edit (pencil icon).
   
   
4. Go to Voice basic settings.
5. Turn on Enable Secure Real-time Protocol. Note: If there is no activated device associated with this user, the option to enable or disable SRTP will not be available.
   
   
6. The phone will reboot. Once it has finished rebooting, SRTP will be enabled.
7. To check if SRTP is enabled, place a call from the SRTP-enabled extension and a little lock icon will display on the screen of the phone.

Disabling SRTP

1. Log in to Admin Console.
2. Click Users.
3. To the right of the user for whom you want to disable SRTP for, click Edit (pencil icon).
   
   
4. Go to Voice basic settings.
5. Turn off Enable Secure Real-time Protocol. Note: If there is no activated device associated with this user, the option to enable or disable SRTP will not be available.
   
   
6. The phone will reboot. Once it has finished rebooting, SRTP will be disabled.
7. To check if SRTP is disabled, place a call from the extension and no lock icon will display on the screen of the phone.

Objective

Applies To

• 8x8 Admin Console
• Device Information

Procedure

Retrieving Phone Admin Information

1. Log in to 8x8 Admin Console.
2. Go to Home > Setup > Devices.
   
   
   
   
    
3. Click View Device Report to the right of your selected device. Here you will be able to see the Device Model, MAC Address, and Device Admin Password of activated devices.

 

Retrieving Device Passwords

• Navigate to Home > Setup > Devices and click View device report for the specific device type, then find the specific device and click the eye icon to reveal/review the password.
  
  
  
  
   
• Or in Home > Users, click on a user (do not edit), scroll down to the View basic settings section in the panel at the right of the page, and click the eye icon to reveal/review the device password.
  
  
  

Device Report Terms

• Device: Make and Model of the device.
• MAC Address: A unique identifier for the device that is used to interface with your network and 8x8's servers.
• Device Admin Password: Unique password that is required to access the admin section of a device's settings. Click the eye icon to reveal the password.
• Extension Number: Number assigned to extensions for in-PBX dialing.
• Status: Denotes if the device has been activated on 8x8's servers.
• Activation Code: A 13-digit code used to activate an 8x8 device.
• Site: Name of the site that is assigned to the device. 
• User: Current user assigned to the device.

Symptom

Applies To

• Admin Console
• Desk Phones

Resolution

1. Enter the required details for the user's profile:
   • First name
   • Last name
   • Email
   • Username
   • Site
2. Click Save.
3. Pick up the handset (or turn on the speakerphone).
4. Follow the voice prompts and enter the Activation Code in the user's profile.
5. The phone will reboot and then come online.

Cause

Question

Applies To

• X Series
• Calling Countries

Answer

X1

X1 Nationwide

• United States
• Canada
• United Kingdom
• Ireland
• France
• Germany
• Netherlands
• Spain
• Australia
• New Zealand

X2

• Australia*
• Canada
• France*
• Germany*
• Ireland*
• Italy*
• Netherlands*
• New Zealand*
• Puerto Rico
• Spain*
• Sweden*
• Switzerland*
• United Kingdom
• United States

X3

• Australia
• Belgium
• Brazil*
• Canada
• China
• Denmark
• France
• Germany
• Guam
• Hong Kong
• Hungary
• Ireland
• Israel
• Italy*
• Luxembourg*
• Malta
• Mexico
• Netherlands
• New Zealand
• Norway
• Poland*
• Portugal*
• Puerto Rico
• Romania
• Slovakia
• South Korea
• Spain
• Sweden
• Switzerland*
• Taiwan*
• United Kingdom
• United States

X4, X5, X6, X7, & X8

• Argentina*
• Australia
• Belgium
• Brazil*
• Canada
• Chile
• China
• Cyprus*
• Denmark
• Dominican Rep
• Finland
• France
• Germany
• Greece
• Guam
• Hong Kong
• Hungary
• India
• Indonesia
• Ireland
• Israel
• Italy*
• Japan*
• Luxembourg*
• Malaysia
• Malta
• Mexico
• Netherlands
• New Zealand
• Norway
• Peru
• Poland*
• Portugal*
• Puerto Rico
• Russia*
• Romania
• Singapore
• Slovakia
• South Africa
• South Korea
• Spain
• Sweden
• Switzerland*
• Taiwan*
• Thailand
• Turkey*
• United Kingdom
• United States

Overview

Applies To

• X Series
• Admin Console
• Nomadic 911

Your Emergency Calling Policy

1. Mobile reception is generally not affected in case of local power failure whereas local wifi connectivity can be.
2. In most cases a cellular call provides real-time location information to the emergency operator using cellular radio triangulation. This is not possible with 8x8 work apps.
3. Outside US and Canada the location seen by the operator is the user’s configured emergency address which may not be accurate if the user works remotely or is travelling away from their configured location.
4. Using a cellular phone gives freedom of movement to handle whatever emergency situation has arisen.

• For large buildings that have a single entrance with reception/security desk, they can be sent a notification of an emergency call made by any of the users based at that location (US and Canada only). This allows for having someone on hand to direct emergency responders to a specific location in the building once they arrive at the front door.
• The reception/security desk can be conferenced into a 3-way call with the originating user and the emergency service operator (US and Canada customers with Nomadic 911 feature configured only).

Emergency Calls

Emergency Address

1. Routing of the call to the nearest local or regional operator (depending on the country).
2. Providing a location to which a first responder can be dispatched in the event that a location cannot be given verbally.

Address Accuracy

• Missing or inaccurate information such as postal code
• Discrepancies between postal service databases and emergency provider databases
• Ambiguity in certain address fields such as city or street name
• Addresses that include a company name or building name as part of the address may not be reflected in the emergency provider database
• New-build addresses not yet present in the emergency provider’s database

Remote Workers (Customers Based in US/CA)

Non-Nomadic Users

Nomadic Users

Remote Workers (Customers Based Outside US/CA)

International Remote Workers

Additional Information

•  Updating Emergency Services Address in Admin Console
• 8x8 Nomadic 911 Planning Guide
• Nomadic 911 Administration Guide

Overview

• Emergency calls are properly routed to the appropriate Public Safety Answering Point (PSAP).
• The caller's correct "dispatchable" location information is made available to the emergency services operator.

• This information is provided as a guide to 8x8 Voice for Teams administrators. You may need to tailor these instructions to the configuration of your specific Microsoft Teams tenant. IT administrators who require assistance with configuration of this Teams-side service beyond the documentation below must approach Microsoft support services.
• 8x8 Admin Console: In addition to the Microsoft Teams service configuration, the Emergency Routing Service option (see below) must be enabled in Admin Console user profiles for each 8x8 Voice for Microsoft Teams user, even if those Teams users will not be using 8x8 Work phones or applications.

• 8x8 Voice for Microsoft Teams: Your Voice for Teams service must be configured and fully synced in the 8x8 Voice for Teams admin portal before performing the configuration steps in this article.
• As part of your initial setup sync in the Voice for Teams admin portal, PSTN Usage Records are generated in the Microsoft Teams admin center under Voice > Voice routing policies. These are critical to your Teams users' ability to dial emergency service numbers (911 & 933).
• Please see the Set Up Emergency Call Routing Policy section below for details.

Applies To

• 8x8 Nomadic 911 Service
• 8x8 Voice for Microsoft Teams
• Microsoft Teams
• Microsoft Teams Admin Center

Why do I need to do this?

Planning Your Deployment

• Public IP addresses
  • All public IP addresses that will be presented by the Teams client application when connected to the corporate network (their public NAT IP) must be defined in the Trusted IP list. This includes IPv4 and IPv6 addresses. See Set Up Trusted IP Addresses, below.
• Locations
  • Civic Addresses: These are your physical/site locations with unique postal addresses, the primary locations to which emergency responders will be dispatched.
  • Places: Places provide more precise dispatchable locations within a civic address, to which an emergency responder can be directed. For example: Building 2, Floor 3, North West corner, etc. Teams user Place locations are are identified by how users are connected to your corporate network, through the following:
    • Subnets: Defined by the network ID matching the subnet IP range assigned to clients. For example, the network ID for a client IP/mask of 10.10.10.150/25 is 10.10.10.128.
    • Wi-Fi Access Points: For this you would need your wireless access point BSSIDs (a.k.a. MAC addresses).
    • Switches: You'll need the Chassis IDs of any switches within your corporate network that your Teams users might be connected to.
    • Ports: Location can be further narrowed down on switches. Each port assignment requires the Chassis ID of its switch.

Other Deployment Information to be Aware of

Automatic Address Detection vs Manual Address Entry in Microsoft Teams

• Teams user calls to 911 emergency services will be routed to a local emergency call center (PSAP), rather than the national response center.
• Teams user calls to the 933 test service will play back the user's detected location for verification.

• Teams user calls to 911 emergency services will be routed to a national response center instead of a local call center (PSAP). In this case, the Teams user will be asked to provide their location, and will then be transferred to a PSAP.
• Teams user calls to the 933 test service will not play back the user's configured location, as location detection has failed.

   

Microsoft Documentation

• Plan and configure dynamic emergency calling
• Microsoft Teams Dynamic Emergency Calling (Video, 01:13:44)
• Microsoft Teams Emergency Calling Explained (Video, 00:07:48 Introduction)

Regarding Mac Users

• LLDP enablement software for Mac Operating Systems used by Microsoft Teams

Emergency Service 933 Test Calls

8x8 Emergency Routing Service Portal

• Teams Only: Configuration in the 8x8 Emergency Routing Service portal is not required if Microsoft Teams is the only phone endpoint available to your Teams users.
• Teams and 8x8 Work: Configuration of both the Microsoft Teams tenant and the 8x8 Emergency Routing Service portal is required in the following scenarios:
  • When there are Teams client users who also use 8x8 Work desk phones and/or the 8x8 Work for Desktop application.
  • When your 8x8 Voice for Teams service is a mixed environment which includes both Teams users and 8x8 Work users.

• Emergency Routing Service portal: This refers to the administrative portal where Nomadic 911 location detection configuration is applied regarding only 8x8 Work extension users.
  • This portal is not used in any way for Microsoft Teams application user location detection.

• Emergency Routing Service option: This refers to the Nomadic 911 service enablement option in 8x8 Admin Console user profiles.
  • This option is required to be enabled for both 8x8 Voice for Microsoft Teams and 8x8 Work users.
  • Please see the section Enable Emergency Routing Service for Users in 8x8 Admin Console below for further information.
    
    
    

Deployment

• Set Up Trusted IP Addresses
• Set Up Emergency Addresses
• Set Up Networks & Locations
• Set Up Emergency Call Routing Policy
• Set Up Emergency Calling Policy
• Set Up Network Sites (Optional)
• Enable Emergency Routing Service for Users in 8x8 Admin Console

Set Up Trusted IP Addresses

• Entry of Trusted IPs is critical: When the Teams application is determining its location, the Trusted IPs are checked before anything else. If no match is found, the emergency location discovery process will fail.
• All public IP addresses that will be presented by Teams clients when connected to the corporate network (their public NAT IP) must be defined in the Trusted IP list. This includes IPv4 and IPv6 addresses.

• Changes to Locations > Network Topology in the Microsoft Teams admin center environment (such as Trusted IPs) can take up to two hours to become operationally active due to Microsoft's caching process.

1. In the Microsoft Teams admin center, navigate to Locations > Network topology and click on the Trusted IPs tab.
2. Click Add.
3. In the Edit trusted IP address pane, add the following information:
   • IP version: Select IPv4 or IPv6 for the type of address you're adding. Microsoft recommends that you add both to your configuration, when possible (you would need to add a new entry for each).
   • IP address: Enter the external public IP address your connectivity provider has assigned to your site internet (WAN) connection.
   • Network range: Enter a number between 0 and 32 for IPv4 addresses, or 0 through 128 for IPv6 addresses. This is the Mask Bits number of the subnet that the IP address resides in, and governs the total number of hosts that can exist within that subnet. Typically for an address range of a single host, you would enter 32 for IPv4 and 128 for IPv6.
   • Description: In this optional field, you can place identifying information that will appear in the list display of Trusted IPs.
4. Click Save.
5. Repeat this process for each external IP address that your Teams clients may use when connecting from your corporate locations to the Microsoft Teams platform. If using both IPv4 and IPv6 in your environment, configure both.

Set Up Emergency Addresses

Add Emergency Addresses (a.k.a. Civic Address)

1. In the Microsoft Teams admin center, navigate to Locations > Emergency addresses.
2. Click + Add.

3. Enter a name for your emergency address. This name will appear in the Description field as a label for the address entry.
4. In County or Region, click the dropdown arrow and select United States or Canada.
5. Enter the physical address:
   • Set Input address manually to On if you want to manually enter each detail of the physical location information, including GPS Latitude and Longitude info.
   • Set Input address manually to Off if you want the service to automatically add the physical location information for you, including GPS Latitude and Longitude.
6. Click Save.
7. Repeat the process above for each of your Teams user's distinct (corporate) civic address locations, as needed.

Add Place Information to your Emergency Addresses

1. In the Microsoft Teams admin center, navigate to Locations > Emergency addresses.
2. Click on the Description name of the emergency address your are altering.

3. On the Places tab, click + Add to begin adding places within your Emergency Address (a.k.a. Civic Address).

4. Enter a unique Name for the place, and click Apply.

5. Create Places for each Location (civic address) that you've added to your configuration, as needed.

Set Up Networks & Locations

1. In the Microsoft Teams admin center, navigate to Locations > Networks & locations. You'll see tab options for each of the following:
   • Subnets
   • Wi-Fi access points
   • Switches
   • Ports

2. Click on each location type's individual tab (such as Subnets) and click + Add to begin adding them to your configuration.
3. During the process, search for and select the correct civic address, which you will have added in previous steps. This can be narrowed down to specific Places within the civic address, if you've already added them in the steps above.
4. Click Apply to save each change.
5. Perform the above steps for all locations (civic addresses) and places from which your Teams client users will operate.

• Wi-Fi access points
• Ports
• Switches
• Subnets

Set Up Emergency Call Routing Policy

1. In the Microsoft Teams admin center, navigate to Voice > Emergency Policies.
2. Click on the Call routing policies tab.

3. Click + Add.
4. Enter a unique name for your new policy.
5. Enable Dynamic emergency calling by clicking the switch to select On 
   
   .
6. In Emergency numbers:
   1. Click + Add.
   2. In Emergency dial string, enter 911.
   3. In PSTN usage record, search for 8x8 and select either the 8x8-USW or 8x8-USE PSTN usage record.
   4. Click + Add again.
   5. In Emergency dial string, enter 933.
   6. In PSTN usage record, search for 8x8 and select either the 8x8-USW or 8x8-USE PSTN usage record.
   7. Emergency dial mask is not required.
7. When you are finished, click Save at the bottom of the page.
8. Your new policy is now ready to assign to your 8x8 Voice for Microsoft Teams users.

Set Up Emergency Calling Policy

1. In the Microsoft Teams admin center, navigate to Voice > Emergency Policies.
2. Click on the Calling policies tab.

3. Click + Add.
4. In the side panel at the right (see screenshot, below), enter a unique Name for your new policy.
5. Set External location lookup mode to On or Off, depending on your requirements:
   • If set to On, Teams users will be allowed to set Emergency addresses for remote locations (i.e. when they are outside of their corporate network, so that their public IP address does not match any of your configured trusted IP addresses).
   • Regardless of the setting: whenever corporate location detection has failed (or if an address has been entered manually), user emergency calls will be routed to a non-PSAP emergency call center, where an emergency service operator must ask for location details. Additionally, 933 calls in this case will not provide location information.
6. In Notification mode, select the type of notification that will be initiated when a user makes an emergency call:
   • Send notification only: A Teams chat message is sent to the users and groups that you specify in the Notification group.
   • Conferenced in but are muted: Users or groups listed in the Notification group are automatically conferenced into the user's emergency call, and are muted. The conferenced users cannot be unmuted.
     • Enter an E.164-formatted phone number (+1xxxyyyzzzz) in Numbers to dial for emergency calls notifications.
   • Conferenced in and are unmuted: Users or groups listed in the Notification group are automatically conferenced into the user's emergency call, and are unmuted. The conferenced users cannot be muted.
     • Enter an E.164-formatted phone number (+1xxxyyyzzzz) in Numbers to dial for emergency calls notifications.
7. In Users and groups for emergency calls notifications, search for and select users and/or groups who will be notified when an emergency call is made.
8. Click Apply to save your policy settings.
9. You can now assign your custom Emergency Calling Policy to your 8x8 Voice for Microsoft Teams users.

Set Up Network Sites (Optional)

• Network sites allow for a user’s default emergency calling and call routing policies to be overridden with site-specific policies if the user is detected as being at that site.
• Site detection is ONLY on private IP addresses, as configured in the Network sites section.
• Site detection is used purely to determine the user’s applied policies, and has no relation to location detection.

1. In the Microsoft Teams admin center, navigate to Locations > Network topology.
2. Click on the Network sites tab if it's not already selected.
3. Click Add.

4. Add a unique Network Site name and a Description (optional) for the site.
5. Click Add network region as needed. Click Add to create a network region (collection of network sites), and then click Link to connect your new site to a network region.

6. Enable/disable Location based routing depending on your requirements. You can find more information about that, here.
7. Set the Emergency calling policy and Emergency call routing policy that should apply to users in this network site.

8. Click Add subnets. Per Microsoft:
   • "Each subnet must be associated with a specific network site. A client's location is determined based on the network subnet and the associated network site. You can associate multiple subnets with the same network site, but you can't associate multiple sites with the same subnet. Learn more"
9. Select the IP version to be used:
   • IPv4
   • IPv6
10. In IP address, enter the subnet ID. For example, 10.10.10.0.
11. In Network range, enter the mask bits of the subnet, ranging from 0-32 (IPv4) or 0-128 (IPv6).
    • Example. If your 10.10.10.0 IPv4 subnet has a total range of 10.10.10.0-10.10.10.127, allowing for host IPs from 10.10.10.1-10.10.10.126, the network range would be 25.
12. Enter a Description of the Subnet, as needed.
13. Click Apply.

14. Click Save to complete the configuration of your network site.

Enable Emergency Routing Service for Users in 8x8 Admin Console

• Enabling Individual Users
• Enabling Multiple Users

Enabling Individual Users

1. Log in to the 8x8 Admin Console as an administrator.
2. Navigate to Home > Users.
3. Click on the pencil icon
   
    at the far right of a user to begin editing their user profile.

4. Scroll down to Services and permissions.
5. Click on the Enable Emergency Routing Service slider switch
   
    to enable it.
6. Click Save at the bottom of the page to complete the change.

Enabling Multiple Users

1. Log in to the 8x8 Admin Console as an administrator.
2. Navigate to Home > Users.
3. Click the check box next to each user of 8x8 Voice for Teams to select them.
4. Click Bulk Edit at the top-right.
   • This option will only appear after you've selected at least one user to edit.

5. In Home / Users / Bulk Edit, scroll down to Services and permissions.
6. Click on the Enable Emergency Routing Service slider switch
   
    to select the option and enable it.
7. Click Continue at the bottom of the page.

8. In the Review window, verify the change that you are making to multiple users.
9. Finally, click Confirm Bulk Edits at the bottom of the page to complete the change.

External Resources

• Plan and configure dynamic emergency calling
• Microsoft Teams Dynamic Emergency Calling (Video, 01:13:44)
• Microsoft Teams Emergency Calling Explained (Video, 00:07:48 Introduction)

Document Download

• 8x8 Nomadic 911 - Planning Guide
• 8x8 Nomadic 911 - Administration Guide 

Applies To

• 8x8 Nomadic 911 Service
• 8x8 Work

Nomadic 911 Service Enablement

Overview

Applies To

• 8x8 Nomadic 911 Service
• 8x8 Admin Console
• 8x8 Work

Questions & Answers

What does Nomadic 911 do?

What are the requirements for Nomadic 911 service?

How do I sign up for this service?

Does the service work with 8x8 Work for Desktop, Mobile, and Web?

• Work for Desktop: Requires the installation of Location Manager software (Windows & Mac), to recognize emergency calls and relay appropriate location information.
• Work for Mobile: Cellular redirect is used, which provides emergency location.
• Work for Web: Currently not compatible.

Does the service work with 8x8 Contact Center?

Does Nomadic 911 work with Microsoft Teams clients?

Are specific types of desk phone required?

• Nomadic 911 Compatible Devices List

• Microsoft Teams desk phones and emergency service configuration must be managed in Microsoft services by customer IT administration.
• 8x8 does not provide support for emergency services configuration within the Microsoft environment.

Can I test the service without dialing 911?

Is this service required for users to be able to dial 911?

What do I need to do if I run into problems setting this service up for my users?

Can I use Bulk Upload from Admin Console to enable users?

How can I tell when my 8x8 service and users are enabled?

Is 8x8 Work for Desktop supported?

Is 8x8 Work for Mobile supported?

Where can I download the Location Manager app?

Additional Information

Location Manager

Download

• Location Manager for Windows v2.2.4

• Location Manager for MacOS v2.2.4

Applies To

• Nomadic 911
• 8x8 Work for Desktop

Location Manager Installation

• Windows
• MacOS

Windows

• Local Installation
• Silent Installation

Local Installation

1. Download and extract the downloaded zip file into a folder.
2. Double-click on the executable file 911LocationManagerSetup.exe and follow the prompts to the Account Information page.

3. In the Emergency Routing Service portal, navigate to Administration > Authentication Tokens.

4. Copy and paste the Account ID and Token into the 911 Location Manager Setup window and click Next.
5. Follow through on subsequent configuration prompts to complete the setup of the application.

Silent Installation

• IT administrators can use the following basic information as a base for Location Manager distribution.
• The actual process for bulk distribution must be devised and implemented by IT administrators.

1. Download Location Manager and extract the downloaded zip file into a folder.
2. In the Emergency Routing Service portal, navigate to Administration > Authentication Tokens.

3. Copy the Account ID and Token.

4. From a Command Prompt or PowerShell, run the application installer as formatted below, adding the Account ID and Token you obtained from the Emergency Routing Service portal.
   • Note that case is critical for the switch entries in the command to work properly:

911LocationManagerSetup.exe /S -accountid=<Account ID> -token=<Authentication Token>

911LocationManagerSetup.exe /S -accountid=49188620-ABCD-EF01-2345-6789ABCDEF01 -token=44555966-ABCD-EF01-2345-6789ABCDEF01

5. Click Yes to complete the installation.

MacOS

• Local Installation
• Silent Installation
• Uninstallation

Local Installation

1. Download Location Manager and extract the downloaded zip file into a folder.
2. Double-click on the executable file 911LocationManagerSetup and follow the prompts to the Account Information page.

3. In the Emergency Routing Service portal, navigate to Administration > Authentication Tokens.

4. Copy and paste the Account ID and Token into the 911 Location Manager Setup window and click Next.
5. Follow through on subsequent configuration prompts to complete the setup of the application.

Silent Installation

• IT administrators can use the following basic information as a base for Location Manager distribution.
• The actual process for bulk distribution must be devised and implemented by IT administrators.

1. Download Location Manager and extract the downloaded zip file into a folder.
2. In the Emergency Routing Service portal, navigate to Administration > Authentication Tokens.

3. Copy the Account ID and Token and paste them into a text editor. You'll use them shortly.

• The process below requires extracting and editing a hidden file named .env.
• If the .env file does not appear once it's extracted, you may need to press the following key command to enable viewing of hidden files:
• Command + Shift + .

4. Download and extract the Location Manager zip file contents to a new folder. You should see 911LocationManager.zip and 911LocationManagerSetup.pkg files together in your new extraction folder.
   • Before you perform a silent / mass installation, you must edit the .env file contained in the 911LocationManager.zip package, to add your required Account ID and Token.
5. Locate and extract the contents of the 911LocationManager.zip file to a new folder.

6. Locate the extracted .env file, and open it in a text editor.

7. Add the following lines beneath the line SERVICE_PROVIDER_MODE=true, applying the Account ID and Token you retrieved earlier:
   • L3_ACCOUNT=<your-account-id>
   • L3_TOKEN=<your-token>

L3_ACCOUNT=49188620-ABCD-EF01-2345-6789ABCDEF01
L3_TOKEN=44555966-ABCD-EF01-2345-6789ABCDEF01

8. Save the .env file.
9. Copy the newly-edited .env file back into the 911LocationManager.zip package, replacing the old .env file within that zip package. Confirm the replacement when you are prompted to.
10. Now open a Terminal window from the folder where the 911LocationManagerSetup.pkg file is located.
11. Enter the following command to begin the silent installation:

% sudo installer -pkg ./911LocationManagerSetup.pkg -target /

12. Supply your administrator password when prompted, to complete the install process.

Uninstallation

% sudo rm -rf /Applications/'911 Location Manager.app'
Password: [Enter administrator password]
% sudo pkgutil --forget com.connexon.locationManager
% rm -rf /Users/{USERNAME}/Library/Application Support/911-location-manager

Archived Software

• Location Manager for Windows v1.7.1b

• Location Manager for MacOS v1.7.1b

Symptom

Applies To

• $${ac}
• Number Porting

Resolution

• Calls from 8x8 phones to the number result in a busy tone or hang up. This is usually caused by a misconfiguration of the number on 8x8. The number may not be assigned to a user/service or the assigned service may not be set up correctly.
• Calls from the former provider get a busy signal or a not in service - Try testing on a mobile phone or another carrier, often times the former provider may not have removed all the records of that number if this is the case, contact your former provider and request that they "scrub" the numbers or "remove the number translations". Alternatively, you may accomplish this by cancelling your service with your former provider
• If calls are successful from an 8x8 phone but unsuccessful from your former provider and a mobile phone or another carrier ther may have been an issue with the port.

1. Log in to 8x8 Admin Console.
2. Go to Phone Numbers.
3. Confirm the following fields for the number to confirm it's ported in:
   1. Number status is Assigned or Available.
   2. Number source is Port.
4. Check if a Temporary Number is showing up under the Phone Number.
   • If Yes (Example Below) - Contact our support team, there may have been a backend issue preventing your request from completing.
     
     
   • If No - There are some issues that commonly occur on the day of port that can easily be resolved.

Cause

Additional Information 

1. Make sure the phone number is attached to a user or service like an auto attendant.
2. If using an auto-attendant, check for greetings on your open hours, closed hours and alternate hours menus.
3. If calls are routing to voicemail check call forwarding of the extension.

Objective

Applies To

• 8x8 Admin Console

Procedure

1. Log in to Admin Console.
2. Click Users.
3. Click the 
   
   next to the user you want to edit.
4. Select Voice Basic Settings.
5. Select the number you want to assign from the Additional Phone Numbers drop down menu.
   
   
6. Click Save.

Objective

Applies To

• Admin Console
• Number Porting

Procedure

1. Log in to 8x8 Admin Console.
2. Click Phone Numbers.
3. The status of the number will be visible in the Number Status column. However, it will only show numbers in the Pending or Failed state.
   • Pending numbers will have the estimated completion date listed below their status, if N/A is displayed we are still waiting on a response from your former provider
   • Failed numbers will be listed with a brief explanation of why the porting request failed.
4. For a more comprehensive look at number transfer status, select Porting Status in the Filters menu on the left of your screen. Check the boxes to filter by the following options:
   • Porting Complete - Successfully ported numbers
   • Porting Failed - Unsuccessful number transfer attempts
   • Porting Pending - Numbers in the process of being transferred
   • Pre Porting - Numbers that have been uploaded in bulk and flagged for porting but no port request has been filed.

Objective

Applies To

• Admin Console

Procedure

1. Log into Admin Console.
2. Click the 
   
    top left of the home page and click Profile policies.
3. Click + Create new profile policy top right.
4. Name the profile as you like for e.g., Locked CallerID.
5. Scroll down to User profile: external caller ID/User profile: internal caller ID and toggle the option on.
   
   
6. Once you're done scroll down and click on Save.
7. Go to the home page of Admin Console, Click on Users and then click on Edit for the Ext you'd like to make changes on.
8. Once you are on the edit section scroll down to Services and permissions and change the profile policy to which we have just created for e.g., Locked CallerID.
   
9. Click Save.

Objective

Applies To

• Admin Console
• Auto Attendant
• Ring Group
• Call Queue

Procedure

Note: To complete this process, you will need to have an unused number in your "Phone Numbers" list. For how to claim more phone numbers, see Claim Phone Numbers in 8x8 Admin Console.

Swapping Numbers Between Users

1. Log in to Admin Console. 
2. Click Users.
3. Locate the user that has the number you need to swap.
4. To the right of that user, click Edit (pencil icon).
5. Expand the Voice basic settings by clicking on the header. 
6. Under Phone numbers, click the X that corresponds with the number you would like to move. This will remove the number from the user and return it to your phone number pool.
7. Click the now empty drop-down menu that is under Phone Numbers.
8. Select one of your spare numbers from the drop-down menu.
9. Click Save. 
10. You will now be back at the user's page. Now locate the user you want to have the number you just removed from the previous user. 
11. To the right of that user, click Edit (pencil icon).
12. Expand the Voice basic settings by clicking on the header.
13. Under Phone numbers, click the X that corresponds with the number you would like to move.
14. Select the number you removed from the other user.
15. Click Save.

Swapping Numbers Between Auto Attendants, Ring Groups, and Call Queues

The process of swapping phone numbers between the 8x8 Work services; Auto Attendants, Ring Groups, and Call Queues is very similar to swapping the phone numbers of your Users.

1. Log in to Admin Console.
2. Click either Auto Attendants, Ring Groups, or Call Queues.
3. Locate the Auto Attendant, Ring Group, or Call Queue that has the number you need to swap.
4. To the right of that service, click Edit (pencil icon).
5. Under Phone numbers, click the X that corresponds with the number you would like to move.

   Step 5 uses the Auto Attendant service as an example. For Ring Groups and Call Queues, you must expand the Basic information menu by clicking on the header and then you can proceed as normal with step 5.

6. Click the now empty drop-down menu that is under Phone Numbers.
7. Select one of your spare numbers from the drop-down menu
8. Click Save.
9. Go to the home screen by clicking Home on the top left of the page. 
10. Click one of the other services from the home screen that you want to move the number you just removed to. (Auto attendant, Ring group, or Call queue)
11. To the right of that service, click Edit (pencil icon).
12. Under Phone numbers, click the X that corresponds with the number you would like to move.
13. Select the number you removed from the other service.
14. Click Save.

Objective

Applies To

• Admin Console
• 8x8 Contact Center

Procedure

Assign a Number

1. Log in to Admin Console as an administrator.
2. Navigate to 8x8 Contact Center > Channels.
3. Search for the phone number.
4. Check the box next to the phone number.
5. Select Assign to Contact Center.
6. A green banner will display at the top of the page to confirm the phone number has been assigned to 8x8 Contact Center.

Unassign A Number

1. Log in to Admin Console as an administrator.
2. Navigate to 8x8 Contact Center > Channels.
3. Search for the phone number.
4. Check the box next to the phone number.
5. Select Unassign.
6. A green banner will display at the top of the page to confirm the phone number has been unassigned from 8x8 Contact Center.

Symptom

Applies To

• Admin Console
• Phone Numbers

Resolution

1. Log in to Admin Console.
2. Click Phone Numbers.
3. Locate the desired number.
4. If the Assigned To column has a user, ring group, auto attendant, or call queue listed, the number is already assigned to a location. The current location must be removed before reassigning it to the desired location.
5. If the Assigned To column is blank, and the number status is Assigned, then the number is stuck.

Objective

Applies To

• 8x8 Admin Console
• Phone Numbers
• Caller ID

Procedure

1. Enable sharing of a specific phone number in Admin Console
2. Define the External Caller ID to be displayed on outbound external calls

Enable sharing of a specific phone number

1. Log in to Admin Console.
2. Click Phone Numbers.
3. Click More Options 
   
    for the number you are sharing, then click Use as shared caller ID.
   
   
   
4. Enter the phone number or a common name that will appear with the phone number in 8x8 Work applications.
5. Click Save.
   
   
   

Define the External Caller ID to be displayed on outbound external calls

• Administrators define a specific number in the 8x8 Admin Console
• Users define their own external caller ID number in 8x8 Work apps

Administrators define a specific number in the 8x8 Admin Console

1. In Admin Console, click Home > Users.
2. Click Edit (pencil icon) of a user you are changing the external caller ID of.
3. Under External Caller ID select the phone number to use as the Caller ID.
4. Click Save to complete the process.

Users define their own external caller ID number in 8x8 Work apps

1. Users must log into the 8x8 Work app.
2. Click on their Profile Menu, which is usually either their initials or a photo.
3. In the Caller ID section, click on the dropdown arrow and select the caller ID number to use. This number will remain in effect as the external caller ID until it is manually changed.

Administrator: Set the External Caller ID Policy

1. Click on the control menu at the top-left of Admin Console: 
   
2. Click Profile Policies.
   
   
   
3. Scroll down and select the option you need:
   • To allow users to change their external caller ID (default), leave this option set (gray): 
     
   • To prevent users from changing their external caller ID, you must enable this option (blue): 
     
4. Click Save to complete the change. Users may need to log out of and log back into their 8x8 Work apps.
   
   
   

Question

Applies To

• Outbound Calls
• Call Blocking
• Admin Console

Answer

Objective

Applies To

• 8x8 Admin Console
• Phone Numbers

Procedure

1. Log in to 8x8 Admin Console.
2. Select Phone Numbers.
3. To view available (unassigned) phone numbers, check the box next to Available under Filters > Availability.
4. If you would like to create a report for available numbers, select Generate Numbers Report.

Additional Information

Question

Applies To

• Phone Numbers
• Admin Console

Answer

Additional Information

Objective

Applies To

• Admin Console
• User Licenses

Procedure

Assigning a License to a User

1. Log in to Admin Console.
2. Click Users.
3. To the right of the desired user, click Edit (pencil icon).
4. Under Services and permissions, use the drop-down to select the desired license.
5. Click Save.

Changing a User's License

1. Under Services and permissions, use the drop-down to select the desired license.
2. Click Save.

Removing a User's License

1. Under Services and permissions, click X next to the drop-down.
2. A pop-up will show on the screen. Click Continue.
3. Click Save.

Objective

Applies To

• $${ac}
• Number Blocking

Procedure 

1. Log in to $${ac}.
2. Select Users.
3. To the right of the desired user, select Edit (pencil icon). 
   
   
4. In the edit page, scroll down to Call Forwarding Rules and expand this section. 
5. Check the box to enable forwarding for When user gets a call from a blocked caller.
6. Select Edit (pencil).
7. Enter the name or number of the caller you want to block.
8. Select Add to the list. The only forwarding option is selected by default so that calls from the blocked caller go to no one and the busy signal plays. 
9. Select Save.
10. Save the user.

Objective

Applies To

• $${ac}
• User Profile

Procedure

Adding an Individual User Profile

1. Log in to Admin Console.
2. Click Users.
3. On the Users page, click Create User.
   
   
   
4. Under Basic Information, complete the required fields.
   • First name
   • Last name
   • Email
   • Username
5. Select the Site for the user from the Site drop-down. Note: The above fields are manadatory and are required before you can assign Services and Extensions.
6. Select the Language for the user from the Language drop-down.
   • Optional: Click Show More and enter the following:
     • Job Title
     • Department
     • Address where the user will primarily be using 8x8 services
     • Personal Contact Number
7. To move on to assigning Services and Extensions, see   Assign User Services and Extensions in 8x8 Admin Console. Otherwise, click Save.

Adding User Profiles in Bulk

1. From the Users page, click Bulk Upload.
   
   
   
2. Download either the Basic or Advanced template.
   • Note: The Advanced user template shows which fields are required and which fields are optional.
3. Enter multiple users' information into the downloaded.CSV template.
4. Save the template and drag and drop or upload it to Admin Console.
   
   
5. Click Upload & process.

Additional Information

Objective

1. Be supported models on compatible firmware.
2. Have a valid factory-installed device certificate.
3. Have our server address programmed in so they can reach our servers. The server address will be found in the article linked below for manually configuring that particular make/model of phone.

Applies To

• Non-8x8-Provided Desk Phones

Procedure

• The below guides are for phone system administrators. If you are not the person responsible for setting up and maintaining your company's 8x8 phone system, you may not be able to complete all of the steps below.
• Accommodation of devices not purchased from or originally provisioned for service by 8x8 is on a commercially reasonable effort basis. These devices are not guaranteed to be supported on 8x8 service.

Poly VVX and SoundPoint

Cisco SPA

Cisco 3PCC

Obihai

AudioCodes

Yealink

Activating Your Phones

Objective

Applies To

• Admin Console
• Caller ID

Procedure 

Set the Outbound Caller ID

1. Log in to Admin Console.
2. Click Users.
3. Click Edit (pencil icon).
4. Click External Caller ID from the menu on the left.
5. Scroll to the Caller ID section.
6. Enter the Display Name and select the desired Phone Number to display. Note you may have to type in the number in the dropdown for it to appear.
   
   
7. Click Save at the bottom of the screen.

Configuring Shared Caller ID

1. Log in to Admin Console.
2. Click Phone Numbers.
3. Click More Options (three dots) to the right of the DID you want to use as a Shared Caller ID.
4. Select Use as shared caller ID.
5. Enter a Display Name that all extensions using this shared caller ID will display.
6. Click Save.
7. Go to the Users page.
8. Click Edit (pencil icon).
9. Click External Caller ID from the menu on the left.
10. Under Phone Number, select the DID you designated as a shared caller ID. The Display Name field will populate with the shared Display Name for this DID.
11. Click Save.

Setting Your Main Number as the Caller ID for All Extensions 

1. Log in to Admin Console.
2. Click Sites.
3. Click Edit (pencil icon).
4. Go to the bottom of the page and click the toggle next to 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 at the bottom of the page.

Objective

Applies To

• 8x8 Admin Console
• Call Forwarding

Procedure

Forwarding Calls for a Single Extension

1. Log in to the 8x8 Admin Console.
2. Click Users.
3. Click Edit (pencil icon) to the right of the extension that you wish to edit.
   
   
4. Select Call forwarding rules. Click Edit (pencil icon) to enable call forwarding for the scenarios below.
   
   
5. Select one of the submenu options to choose which action will be taken in each case: 
   • Forward all Calls 
     • Voicemail
     • Selected User or Service: Type in the name or number associated with an extension or enter an external number.
   • When Internet Connection is Down
     • Voicemail
     • No One and Play Busy
     • Selected Users or External Numbers: Type in the name or number associated with an extension or enter an external number.
     • Forward Directly To: Type in the name or number associated with an extension or enter an external number.
   • When User is Busy
     • Voicemail
     • No One and Play Busy
     • Selected Users or External Numbers: Type in the name or number associated with an extension or enter an external number.
     • Forward Directly To: Type in the name or number associated with an extension or enter an external number.
   • When User does not Answer the Call: Enter the amount of time the call will ring before going to one of the forwarding options below.
     • Voicemail
     • No One and Play Busy
     • Selected Users or External Numbers: Type in the name or number associated with an extension or enter an external number.
     • Forward Directly To: Type in the name or number associated with an extension or enter an external number.
   •  When User Gets a Call from a Blocked Caller: See the next section for more details.
6. Click Save.
7. Save the user profile.

Adding Forwarding Rules for Blocked Callers

1. Enter internal or external numbers that you would like to block.
2. Click Add to the List.
3. Select your preferred forwarding destination for the blocked number.
   • Voicemail
   • No One and Play Busy
   • Selected Users or External Numbers: Type in the name or number associated with an extension or enter an external number.
   • Forward Directly To: Type in the name or number associated with an extension or enter an external number.
4. Click Save.
5. Save the user.

Adding a New Call Forwarding Rule (Admins Only)

1. Click Add New Rule.
2. Set the rule Name to something that describes the purpose of the rule (e.g., One Number Access).
3. Under When to Apply this Rule, select the type of callers that you would like to be affected by this rule from the following:
   • Anyone
   • Anonymous Callers
   • Selected Callers
4. Select the time during which you would like to apply this rule:
   • Anytime
   • Specified Date/Time Period: Enter the Starting and Ending Date/Time.
   • Recurring Schedule: Select the day and time range when the rule will be active.
5. Under Forward the Calls to, select the desired forwarding option.
   • Voicemail
   • No One and Play Busy
   • Selected Users or External Numbers: Type in the name or number associated with an extension or enter an external number.
   • Forward Directly To: Type in the name or number associated with an extension or enter an external number.
6. If you choose Selected Users or External Numbers, enter the names or numbers of the users or the external numbers that you want to add to this forwarding rule.
7. Click Add to the List.
8. Enter the number of seconds that the call should ring for before going to another forwarding option.
9. Select whether to ring these numbers Sequentially or Simultaneously. 
10. Select one of the following forwarding options to take place after trying all the above numbers.
    • Forward to Voicemail
    • Don't Forward and Play Busy
    • Forward to a User or Service: Type in the name or number associated with an extension or enter an external number.
11. Click Save.
12. Save the user profile.

Forwarding Calls for a Ring Group

1. Log in to Admin Console.
2. Click Ring Groups.
3. Click Edit (pencil icon) to the right of your Ring Group.
4. Go to Call Forwarding Rules and click Edit (pencil icon) to enable call forwarding for the scenarios below. Then select one of the submenu options to choose which action will be taken in each case:
   
   
   • Forward all calls 
     • Voicemail
     • Selected User or Service: Type in the name of the user or service or enter the extension number.
   • When internet connection is down
     • Voicemail
     • Selected User or Service: Type in the name or number associated with an extension or enter an external number.
   • When all members are busy
     • Voicemail
     • Selected User or Service: Type in the name or number associated with an extension or enter an external number.
   • When no one in ring group answers
     • Voicemail
     • Selected User or Service: Type in the name or number associated with an extension or enter an external number.
5. Click Save.
6. Save your Ring Group.

Forwarding Calls through an Auto Attendant

1. Log in to 8x8 Admin Console.
2. Click Auto Attendants.
3. Click Edit (pencil icon) to the right of your Auto Attendant.
4. Under Call Handling Menus, select either Weekday, Holiday, or Alternate tabs.
5. Click Add Key.
   
   
6. In the Key manager window, select the desired key from the menu.
7. In the Please Select menu, go to Transfer to and select User, service or external number.
   
   
8. Select the user from the drop-down menu or add the external number in the Target field.
9. Click Save.

Objective

Applies To

• Admin Console
• International Dialing 

Procedure

1. Log in to Admin Console.
2. Click Users.
3. Click Edit (pencil icon) to the right of the extension that you wish to edit.
4. Scroll down to External calling permission.
5. Select International Calling from the External calling plan menu.
   
   
6. Click Save. A green banner with the message "User saved successfully" will confirm that you have correctly updated the user details.

Objective

Applies To

• Admin Console
• User Services
• Extensions

Procedure

Initial Creation

1. Log in to Admin Console.
2. Claim phone number for the account.
3. Set up a user profile and enter the user details up to the Services and permissions field.
4. On the user's profile page, go to Services and permissions and select an available license for the user.
   
   

Voice Basic Settings

1. Select a Phone Number for the user.
2. Enter or Suggest an extension. Do not apply extension numbers identical or near to local emergency numbers! (e.g., 911, 999, 112, etc.)
3. Assign a Device to the user. This can be any device you have registered to your 8x8 account.
   
   
   
    
4. Move on to External Caller ID below to set Caller ID, and more.
5. Save all changes.

Further Settings

• External Caller ID: This is the information that displays on your outbound Caller ID. The Block Outbound Caller ID toggle hides the user's Caller ID for outbound calls.
• Call Forwarding Rules: Tick the boxes to enable forwarding When the internet is down, When the user is busy, or When the user does not answer a call. 
  • Click Edit (Pencil) to route the call to the following:
    • Forward directly to: This forwards the call directly to an extension or external number.
    • Selected users or external numbers
    • No one and play busy
    • Voicemail
  • To forward calls When the user gets a call from a blocked caller:
    1. Click Edit (Pencil) and enter the users you wish to block.
    2. Click Add to the List.
    3. Click Save.
• Music-on-Hold Settings: Click Select file and select a previously uploaded audio file. You can also select Create Audio Files to add a new audio file to your library.
• Call Recording: Set the call recording permission for the user. The Recording Announcement menu allows you to announce to selected parties that the call is being recorded. This menu is automatically set up so that no party on the user's call will receive a recording announcement.
• External Calling Permission: Select the Calling Country where the user's calls are dialed from. Limit the user's outbound calls by selecting Outbound Calling Plan Defaults to Domestic, Emergency Only, or International. This setting can be overwritten by going to the settings for the PBX or the user's assigned site.
• Voicemail Settings: You can either disable the voicemail notification for the user or set up the following notification methods:
  • Disable Notification
  • Attachment Only
• Emergency Address: Select the address that the Emergency Service Agency sees if the user dials an emergency number. This can be the same as the user's site or you can Create a New Address by selecting it from the drop down menu.
• Fax Notification Settings: Select a fax number from the drop down menu. You must claim a phone number for your fax line in order assign a fax number to a user.
• Third-Party Integration: If you are working with a third-party Customer Resource Management (CRM) software you can select from the available integrations. We support integrations with NetSuite, Salesforce, and Zendesk. You can also add a new username for this user within the third-party CRM.
• Auto Attendant Contact Directory Scope: Select the toggle if you want the user to appear in the external user directory when using the Auto Attendant to dial users by name.

Symptom

Applies To

• Google Chrome
• Windows OS
• Other web browsers

Resolution

1. On your computer, open Chrome.
2. At the top right, click More .
3. Click More tools. Clear browsing data.
4. At the top, choose a time range. To delete everything, select All time.
5. Next to "Cookies and other site data" and "Cached images and files," check the boxes.
6. Click Clear data.

1. Open Microsoft Edge and select Settings and more > Settings > Privacy, search, and services.
2. Under Clear browsing data, select Choose what to clear.
3. Under Time range, choose a time range.
4. Select Cookies and other site data, and then select Clear now.

1. From the home screen, Select Settings > Safari.
2. At the bottom of Safari's settings screen, Select Clear cookies and data or Clear Cookies and Clear Cache.
3. Confirm when prompted.

Objective

Applies To

• Admin Console
• Phones
• Adapters
• Extensions

Procedure

Add a Device

1. Log in to Admin Console.
2. Go to Devices.
3. Select Add a Device Model
4. Select the device you wish to add. You can type in keywords to search for the device model.
5. Select Add Device Model. You should now be able to see your device listed on the Devices page.

Exchange or Replace Devices

1. Log in to Admin Console.
2. Click Users.
3. Click on the Pencil to the right of the User Profile for which you wish to change devices.
4. Go to Voice Basic Settings and select the new device you wish to assign.
5. Activate the new device by entering the MAC address or using an Activation Code.
6. Click Save.

Additional Information

Objective

Applies To

• Admin Console
• Password Reset

Procedure

1. Log in to Admin Console.
2. Click Users.
3. Click More Options (three dots).
4. Select Reset User Password
5. Select Continue to confirm that you want to reset the password.

Objective

Note: Contacts uploaded in this way are only viewable within {{workd}} and {{workm}}, Switchboard Pro, and 8x8 Contact Center Agent Workspace.They are not available on deskphones.

Applies To

• Admin Console
• Contacts
• Directory

Procedure

Numbers should include the country code and a +.

Adding Individual Contacts

1. Log in to Admin Console.
2. In the upper left, select Menu.
3. Select Contacts.
4. Select Create Contact.
5. Fill in the following required fields:
   • First Name
   • Last Name
6. Fill in the following optional fields if needed:
   • Phone Number
     Note: The cell/field in the CSV file must also include the phone number TYPE, as this is a requirement when manually adding a phone number for a contact. Otherwise, the bulk upload will ignore the phone number in the CSV file. Example: +445558889999 WORK (for a UK number).
   • Email
   • Nickname
   • Job Title
   • Department
   • Location
7. Select Save.

Adding a List of Contacts

1. Log in to Admin Console.
2. Select Menu > Contacts.
3. Select Bulk Upload.
4. Select Download Advanced .CSV Template.
5. Open the downloaded file in Excel.
6. Fill In the required fields starting in row 3:
   • Contact.FirstName - First name of the contact
   • Contact.LastName - Last name of the contact
7. Fill in the following optional fields if needed:
   • Contact.PhoneNumbers
     Note: The cell/field in the CSV file must also include the phone number TYPE, as this is a requirement when manually adding a phone number for a contact. Otherwise, the bulk upload will ignore the phone number in the CSV file. Example: +445558889999 WORK (for a UK number).
   • Contact.NickName
   • Contact.JobTitle
   • Contact.Department
   • Contact.Location
   • Contact.Email
   • Contact.CustomField1
   • Contact.CustomField2
   • Contact.CustomField3
8. Save the file (as .CSV).
9. Repeat steps 1 and 2 to get back to the Bulk Upload page.
10. Select the circle to browse your system and select the file you filled out.
11. Select Save. The screen may spin for a while.

Deleting a Contact

Additional Information

Objective 

Applies To

• 8x8 Admin Console
• Music-on-Hold

Procedure 

Change Music-on-hold 

1. Log in to 8x8 Admin Console.
2. Click Users.
3. Click the pencil to the right of the user you wish to edit.
4. Go to Music-on-hold settings and click Change File.
5. Click Create Audio Files.
6. Upload a .au file or call a number to record your music on hold.

Upload an Audio File

1. In the menu, 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.
4. Click Save.

Record an Audio File

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

Objective

Applies To

• 8x8 Admin Console

Procedure

1. Log in to Admin Console.
2. Navigate to Users and search for the user in question.
3. To the right of the desired user, select Edit (pencil icon).
4. Navigate to the Call forwarding rules section and select + Add New Rule.
5. Give the rule a name. 
6. Under When to apply this rule, choose Selected callers. In the box that populates, type the telephone number (including country code) you wish to block from reaching this extension and then select it from the list.
7. Select Add to the list.
8. Under During what time, select Anytime.
9. Under Forward the calls to, select No one and play busy.
10. Select Save in the forwarding rules window, and then select Save again on the main page.

Note

Objective

Applies To

• Hot Desk
• Admin Console

Procedure

1. Log in to Admin Console.
2. Create a user that will be set up for hot desking.
   • Note: This user will not be able to use 8x8 Work for Desktop or 8x8 Work for Mobile, but in order to enable hot desking, a user profile must be created.
3. Assign a Lobby or higher license to the user profile.
4. Activate a desk phone on the user profile.
5. After the phone is activated, toggle the Hot Desk Enabled switch to enable hot desking for this user profile. If you are editing an existing user profile, go to Voice Basic Settings and click Show More to see the Hot Desk Enabled section.
   
   
6. Click Save.
7. After this, the phone will reboot and it will be able to be used for hot desking.

Objective

Applies To

• Admin Console
• Extensions
• Analytics for 8x8 Work
• 8x8 Work X Series Licenses with Analytics: Essentials: X1 and above
• 8x8 Work X Series Licenses with Analytics: Supervisor: X4 and above

Procedure

Following initial purchase and setup, it takes about 48 hours for initial data to populate and become visible, and some reports will not be available immediately.

1. Log in to Admin Console.
2. Go to Users.
3. Click Edit (pencil icon) to the right of the user you wish to enable.
4. Select Services and permissions.
5. Under Assign one or more services to user, assign the desired 8x8 Work Edition license. Ensure that the user has the correct services for the type of Analytics for 8x8 Work access you want them to have.
6. Click OK to confirm these changes.
7. Scroll down to the 8x8 Work Analytics section and select the appropriate 8x8 Work Analytics access for the user.
   • Any user can be given access to Analytics Essentials. If you do not wish the user to have VO Analytics access, select None, do not allow access to 8x8 Work Analytics.
   • If the user is assigned to X4, X6, X8, or X8e services, you can select either Supervisor Analytics or Analytics Essentials.
8. Click Save.

Additional Information

Objective

Note: If you do not already have a contact list, see  Manage Contacts in Admin Console.

Applies To

• Admin Console

Procedure

1. Log into Admin Console.
2. Go to Users.
3. Click the pencil icon next to the desired user.
4. Under Basic Information change the Contact directory scope to Company and enable the Display contact in company directory toggle.
   
   
5. Click Save.

Limitations

• External contacts are not visible on the deskphone directory.
• During bulk upload of contacts, file size is limited to 10 MB (~ 40000 contacts) per upload.
• Custom labels on custom fields are not supported.

Objective

Applies To

• Admin Console
• Call Waiting

Procedure

1. Log in to Admin Console.
2. Click Users.
3. Click Edit.
4. Navigate to Voice Basic Settings.
5. Toggle Enable Call Waiting. If you want to disable call waiting, make sure the switch is gray.
   
   
6. Click Save.

Objective

Applies To

• Admin Console

Procedure

Log in to X Series Services

1. Navigate to the login page.
2. Enter your 8x8 Username / Email.
3. Click Continue
4. Enter your Password.
5. Click Login to complete the process.

Log in to X Series Services with a Third-Party SSO

1. Navigate to the login page.
2. Enter your third-party ID into the Username / Email.
3. Click Continue.
4. Click Login with Organization and follow any third-party login prompts to complete the process.
   
   

Log in to Admin Console

Click Admin Console to launch the application.

Objective

Deleting usernames (user IDs) can be useful in many instances, including the following: Reusing previously created usernames Removing inactive profiles due to employee turnover Deleting a user profile will inactivate any hardware associated with the account. Information associated with the account, such as voicemails, faxes and chat/SMS messages will be removed from the account. Call recordings, however, will not be deleted and will remain in the system. If you follow the steps below, you will also see the option to deactivate a user.  Deactivating a user allows you to dial an emergency number if the user has an active device assigned to their account. Only a primary or secondary account administrator has the ability to delete or deactivate user profiles.

Applies To

• Admin Console
• User Profile
• User ID

Procedure

Deleting User Profiles

1. Log in to Admin Console.
2. Click Users.
3. Click the three dots to the right of the profile you wish to delete.
4. Select Delete.
5. Click Continue. A green banner will appear on your screen with the following message: User(s) deleted successfully!
   
   

Deleting User Profiles Also Used for 8x8 Contact Center

1. Log in to Contact Center Configuration Manager. 
2. Click Agents.
3. Click Edit (pencil icon). 
4. Select Queues tab.
5. Remove Agent/User from all assigned queues.

Changing Profile Usernames

1. Log in to Admin Console.
2. Click Users.
3. Click Edit (pencil icon) next to the user's name.
4. Enter your updated user ID in the Username field.
5. Click Save. A green banner will appear with the following message: User(s) saved successfully!

Question

Applies To

• Admin Console
• Account Management

Answer

Transferring ownership of your business?

Access issues for your new admin?

Objective 

Applies To

• Admin Console
• Voicemail

Procedure

Note: Using Cellular Voice as your inbound Call Mode in 8x8 Work for Mobile? Your smartphone's default ring duration may take precedence over these settings if it is shorter.

1. Log in to Admin Console.
2. Click Users.
3. Click Edit (pencil icon) to the right of the user you wish to select to edit.
4. Click Call forwarding rules.
5. Check the box to enable forwarding for When User Does Not Answer the Call. Note: Ensure that you have not selected Forward all Calls so that you can choose forwarding options based on status.
6. Click Edit (pencil) to the right of When User Does Not Answer the Call.
7. Input the amount of seconds you want your extension to ring for (between 1 and 120 seconds) in the When no answer for (seconds) box.
   
   
8. Click Save.

Additional Information 

Objective

Applies To

• Admin Console
• User Welcome Email
• 8x8 X Series
• 8x8 Editions

Procedure

• Extension Number
• Phone Number
• Device Activation Code
• Username
• Link to setup Account

1.  Log in to Admin Console.
2. Click Users.
3. To the right of the user you need to send the Welcome Email to, click More Options (three dots). To send the welcome email to multiple users at once, select the necessary users then click More Options.
4. Click Send Welcome Email.
5. The user will receive a new Welcome Email at the email address associated with their User Profile.

Additional Information

Objective

Applies To

• 8x8 Admin Console
• Audit Management

Procedure

Note: Due to the sensitive nature of this role, it is not assigned to any user by default, and only the primary (Super Admin) has initial access to the Audit Management Admin role which they must assign to themselves, and can assign to other administrators. Historical chat messages of deleted users can also be retrieved through Audit Management.

1. Log in to 8x8 Admin Console.
2. Super Admins must assign the Audit Management Admin role to admins who require access, including themselves.
   • It might take a few minutes for the icon to appear in Admin Console once the role is assigned.
3. From Home > Setup, select Audit Management.
   
   
4. Select the desired filters from the following choices:

   Filter	Description
   Attachments	Select to audit chats based on attachments exchanged during the conversation.
   Author	Select to audit all users or specific users from the list.
   Date range	Select the time period for audit. You can choose from predetermined date ranges or enter a custom date range.
   Keyword	Select to filter the conversations based on specific keywords.
   Room	Select to filter the conversations of specific rooms. This option will filter by type of chat such as direct, forum (Room), or SMS.

5. Click Generate Archive. Based on the volume of the data retrieved, it can take up to 24 hours for the archive to be generated.
6. Once complete, the Status will change from In progress to Completed.
7. Click Download. The file will begin downloading.

Additional Information

Objective

Applies To

• Admin Console
• Call Forwarding
• Extensions

Procedure

1. Log in to Admin Console.
2. Click Users.
3. Click Edit (pencil icon) to the right of the user you wish to select to edit.
4. Go to Call Forwarding and select the checkbox to enable one of the following forwarding scenarios.
   • Forward all Calls  
   • When User is Busy
   • When User does not Answer the Call
5. Click Edit (pencil icon).
6. Click Selected Users or External Numbers. 
7. Enter the External Number to which your calls will be routed.
8. Click Save.
9. Save the user's profile.

Objective

Applies To

• Admin Console
• Messaging (IM, SMS)

Procedure

1. Log in to Admin Console. 
2. Click on Side bar (three vertical lines) > Profile Policies.
3. Click Create new profile policy (top right of the page). 
   
   
4. Enter a Policy name.
5. Under General, toggle Disable messaging functionality.
6. Click Save.  
7. Click Home > Users.
8. Select the user(s) to edit > click Edit icon (pencil) to the right-hand side. 
9. Under Services and Permissions, assign the new policy. 
10. Click Save.
11. Have the user log out and log back in.

Note: Toggling Disabling messaging functionality ON/OFF will do so for all users under that policy. To disable Messaging for individual users, without creating an individual Policy profile for each user, contact customer support.

Additional Information

• Senders will not get an error when sending IM/SMS to the affected users.
• If the users get the messaging capability re-enabled, those messages will show up in their history.
• If disabled, the messaging tab is removed from 8x8 Work for Desktop.

Symptom

Applies To

• Phones
• Admin Console

Resolution

Known Issues and Restrictions

• The device cannot be edited after the upgrade.
• The device cannot be added back to the account if removed after the upgrade.
• These will not be listed on the Devices page.
• If any changes are made to the user profile that is assigned to the unsupported device it will result in the device not working or changes not saving correctly, and the device will need to be replaced. 
• You will not be able to swap the unsupported device with a supported device. A new user profile will have to be created to activate the new device, and the old user profile can be deleted.
• To replace the device, contact your Sales Representative to get more information for a new device and the Flex Program.

Unsupported Devices

Additional Information

Objective

Known Limitation: Line Appearance key can not be added to VVX 150, VVX 201/101, as they got only 2 keys on the phone which occupied for both lines. Cisco phones show one key on the left and four lines on the right, when the key on the left is selected. Keys cannot be added or removed on Cisco phones.

Applies To

• 8x8 Admin Console
• Line Appearance Keys

Procedure

1. Go to Home > Users.
2. Edit or create a user.
3. Under Voice Basic Settings > Device model, select a device that supports Line Keys, and activate it. The Line key configuration link appears next to the device.
4. Click Line Key configuration. You find access to three types of keys: BLF key, Speed dial key, and Line appearance.
5. Click + Line appearance.
6. Select Line appearance - user as the line key type.
7. Click Save. 
   • The LAK appears on the list with a green bar indicator. Hover over the Move option next to each key to drag and drop and rearrange the keys. You see the new LAK on your phone once you save the changes in the application. 
8. Click to Save the line appearance key.
9. Click to Save the user.

Edit Line Appearance Keys

From the Users page

1. Go to Home > Users.
2. While editing a user, go to Voice Basic Settings > Device model > Line key configuration.
3. Make the required changes and click Save.

From the Devices inventory page

1. Go to Home > Devices.
2. Find an activated device that supports Line Keys and is assigned to one.
3. Click View device report.
4. Click Edit next to the device that is configured with Line Keys.
5. Make the required changes and click Save.

Additional Information

Overview

Things to Consider

What happens to the voicemails?

• Forward voicemails to another extension. See Forward a Voicemail Message to Another Extension.
• Delete voicemails from the extension. Keep in mind that if you delete voicemails, they are permanently deleted. See How do I delete my voicemails?
• Download voicemails (Only for users with Visual Voicemail enabled).

Note: You must download the voicemails before the user account is deleted.

What happens to the user's phone number?

What about my user's data?

What should I do to offboard the user's information from my Admin Console?

1. Log in to Admin Console.
2. Click Users.
3. Click More Options (three dots) to the right of the profile you wish to delete.
4. Select Reset to Default Settings.

Deactivating the User's Account

1. Log in to Admin Console.
2. Click Users.
3. Click More Options (three dots) to the right of the profile you wish to delete.
4. Select Deactivate User.

Objective

Applies To

• Admin Console
• Outbound Calling
• Extensions

Procedure

1. Log in to Admin Console.
2. Click Users.
3. Click Edit (pencil icon) next to the right of the desired User Profile to edit.
4. Under External calling permission, select the desired External calling plan.
5. Click Save to confirm your changes.

Question

Applies To

• Admin Console
• Account Administrator

Answer

Overview

Do I need to do anything to get my services going?

How do I log in?

What's the difference between the old Account Manager and the new Admin Console?

How do I find my way around?

Billing

User Settings

• Music on Hold: Create or edit the audio file.
• Call Recording: Modify Call Recording permissions.
• Outbound Calling Permission: Enable the user for international dialing or limit them to domestic-only calls.
• 8x8 Work Analytics Access: Enable the user for 8x8 Work Analytics.
• Internet Fax: Assign the user to a fax number.
• Third Party Integration: Add a username for a third-party CRM.
• Contact Directory Scope: Add the user to the external user directory, so external users can dial them by name.

Phone System Settings

Objective

• Onboarding and Offboarding
• Additional 8x8 Work Features
• Configuring Voicemail

Applies To

• Admin Console
• User Configuration

Procedure

How do I onboard new users?

1. Claim phone numbers to select the numbers you will assign to your users. See Claim Phone Numbers in 8x8 Admin Console.
2. Create a user profile to add your user's name and email address, and to link their phone services to their individual user profile. See Create a User Profile in 8x8 Admin Console.
3. Assign your users to 8x8 services and extensions so that they have a number to receive and make calls. See Assign User Services and Extensions in 8x8 Admin Console. If applicable, set up the following:
   • Call Forwarding: If desired, define call forwarding rules for when the user is unable to answer, or in the case of an internet outage. See Set Up Call Forwarding in 8x8 Admin Console.
4. If the user has a desk phone, you must activate their phone so they are able to receive calls. See Activate Your Desk Phones in 8x8 Admin Console. See 8x8 Work Manuals & User Guides for a list of user guides for 8x8 phones and equipment.
5. Define outbound calling options. Here you restrict a user's calling abilities to domestic calls only, or allow them to make international calls. See Enable or Disable Outbound Calling for an Extension in 8x8 Admin Console.

How do I offboard a user?

Additional Features

• Add your user to a Ring Group. Ring Groups are collections of extensions to which calls can be forwarded. This feature will allow your calls to be routed to a group of extensions, so you can forward calls to various teams or departments. See Set Up Ring Groups in 8x8 Admin Console.
• Set up your Auto Attendant options for the user. This can include adding them to the company directory, turning on the dial-by-name feature for their extension, or setting the Auto Attendant to forward calls to their extension. See Set up an Auto Attendant in 8x8 Admin Console.
• Add your user as an agent in a Call Queue. A call queue allows incoming calls to be handled in the order received by the first available agent. Specify your user's number as a primary or secondary extension. A primary extension is an initial contact for the call queue and the secondary extension acts as an overflow if the queue is full. See View a Call Queue in Admin Console.

Voicemail Configuration

Question

Applies To

• 8x8 Admin Console
• User Profiles 

Answer

View User Profiles

1. Log in to 8x8 Admin Console.
2. Click Users.
3. You will be taken to the Users screen where you can view all the User Profiles.

Edit a User Profile

1. Log in to 8x8 Admin Console.
2. Click Users.
3. Click Edit (pencil icon) next to the user you would like to edit.
4. Make your desired changes.
5. Click Save.

Question

Applies To

• Service Addresses
• Admin Console
• Emergency Information

Answer

Service Address Types

• Site Address
• Emergency Address
• Additional Information Address

Site Address

• Sites simplify administration for all users within a site by applying common properties, such as emergency address, language, dial plan, time zone, as well as the ability to manage advanced call handling options such as receptionist dialing. 
• Administrators can confirm which Site a user is assigned to by editing a users Profile, under the Basic Information section.
• Administrators can edit or create a new Site by:
  1. Selecting Sites on the Home page
     • To Create a new Site select Create Site in the top-right corner, OR
     • To Edit an existing Site select the pencil icon next to the Site that needs to be edited
  2. The Emergency Address for the Site can be located under the Emergency section
• The Site Address will be used for a users E911 address by default.
• This allows Administrators to quickly update the Site address. For example, if moving to a new building the Administrator would just need to update the address at the Site level, and all extensions will have the Same as Site setting.

Sites within a User Profile

Editing Sites from Home Page

Emergency Address

• A users Emergency address can be found when editing a Users Profile, under the Emergency Address section. 
• When creating a new user, the Emergency address will default to the same address set for Site Address. 
• Administrators have the option to set the individual users Emergency address to the same Site, or change it for each user.
• Optional: There is also an option to use the bulk upload (Home > Users > Bulk Upload) to update the Emergency Address via .csv template.  

Additional Information Address

• The Additional Info address listed in a User Profile is based off of the Site selection in the Basic Information section. It auto-fills when you make the Site selection.

Objective

Applies To

• Admin Console
• Administrators
• User Policy Profiles

Procedure

Create/Edit Profile Template

1. Log in to Admin Console.
2. On the top left of the page, click the menu icon (three horizontal lines) 
   
    .
3. Near the bottom of the list, click Profile Polices.
   • To edit an existing profile policy template: On the right side of the template you would like to modify, click the edit (pencil) icon.
   • To create a new profile policy template: Near the top right of the page, click +Create new profile policy.
4. Set the Policy Name as desired.
5. Use the sliders to enable or disable the listed settings based on your preferences. (Descriptions are provided below each option.)
6. At the bottom of the page, click Save.

Optional: To set a profile template as the default for all newly created users, in the Profile policies list, to the right of the template you wish to set as default, click the three dots icon > Make default.

Apply Profile Policy to Users

Single User

1. Edit the desired user profile via Users > edit (pencil) icon.
   
   
   
2. On the user's profile Edit page, scroll to the Services and permissions section.
3. Under Assign a profile policy, select the desired policy to apply to the user.
4. Click Save.
   
   
   

Multiple Users

1. From the Users list, select the users to whom you wish to apply the policy.
2. At the upper right of the page, click the Bulk Edit button.
   
   
   
3. On the Bulk Edit page, scroll to the Services and permissions section.
4. Check the box next to Assign a profile policy.
5. From the dropdown, select the desired policy to apply to the users.
6. Click Continue.
   
   
   
7. On the subsequent page, review your changes.
8. Click Confirm Bulk Edits to complete the application.

Objective

Important: Okta SCIM management of Admin Console users requires that those users be created in Okta, first, and then synced to Admin Console. In this case, any existing users created from Admin Console must first be deleted, and then recreated from Okta. Note that Okta SSO login will work for Admin Console users regardless of where the user account was initiated.

Applies To

• Admin Console
• 8x8 SCIM
• Okta

Procedure

Integration Prerequisites

1. Log in to Admin Console.
2. Click Identity Management.
   
   
   
3. Check Single Sign on (SSO).
4. Select Okta from the Select SSO Provider list.
5. In OKTA SAML Settings, configure the following fields:
   1. Fill in the IDP Login URL
   2. Fill in the IDP Issuer URL/URN
   3. Upload your Okta certificate to the Certificate in use field.
      • These can be obtained from the SAML 2.0 View Setup Instructions page under the Okta Sign-on tab within the 8x8 app in Okta (search 8x8, Inc. from the list of applications).
        
        
        
6. In Okta User Provisioning, click Show user provisioning information to expand the section.
7. Copy the following information provided for SCIM user provisioning from Okta:
   • 8x8 URL
   • 8x8 API Token
8. Click Save to preserve your configuration. The 8x8 API Token will change if you do not Save, or if you clear the Identity Management configuration.
   
   
   
9. If opting to sync telephony configuration back from 8x8 into Okta, you are also required to provide the URL to your Okta instance and Okta token in the Okta Sync Back Information section.
   • To get the Okta token, navigate to Security > API within Okta, click Okta API - Create New Token, and provide a token name as shown in the example below: SCIM Integration.
     
     
     
   • Copy the generated Okta token.
   • Input your Okta URL (e.g., https://company.oktapreview.com) and Okta token into the respective Okta Sync Back Information fields, as shown in the example below.
     
     
     
10. Save changes made to the Identity Management page.
11. Add the 8x8 application to the list of apps used by the company. For this, login to Okta and navigate to Admin - Applications, search for 8x8 and select the 8x8 Inc app that has both SAML and SCIM provisioning.​​​​​​​
    
    
    
12. Once added, the 8x8 app will be available in your application list.
    
    ​​​​​​​
    
13. Click on the 8x8 inc app.
14. In the Provisioning tab, click enable provisioning.
15. Add the 8x8 SCIM service URL and 8x8 token from step 4 (copy the values over).
16. Test API credentials to make sure connectivity to the SCIM Service is successful.
    
    ​​​​​​​
    

Setting up the Integration between 8x8 and Okta

User Import

Create Users

• User (People) Assignment
• User assignment within Groups

Update User Attributes

Deactivate Users

Post Configuration Steps

Additional Information

Features

• Automatic sync of Active Directory (AD) users and groups from Okta into 8x8
  • New standalone user creation
  • New user creation within Okta Groups
  • User updates
  • User deactivation
• Telephony service enablement for users with Admin Console
• Reverse sync of telephony information from 8x8 back to Okta
  • Primary extension
  • Phone number
• Single sign-on of users into Okta from 8x8 softphone, i.e., 8x8 Work Desktop (VOD), 8x8 Work Mobile (VOM)

Limitations

• SCIM management of 8x8 users is only available to Admin Console accounts. It is not compatible with Account Manager. However, basic Okta SSO authentication with 8x8 will work on either platform.
• Okta SCIM management of Admin Console users requires that those users be created in Okta, first, and then synced to Admin Console.
• Sync of groups from Okta to 8x8 is not available with the integration (however, sync of users within groups is available).
• Any updates to existing usernames in Okta, for users that have already been synced, are not propagated to Federation ID in the 8x8 system.
• In the Admin Console Identity Management page, after entering the fields under Send Telephony System Updates, clicking Generate 8x8 Secret and saving the changes, the fields appear blank due to a known UI bug, even though data is correctly persisted.
• Federation ID is not visible in the Admin Console user page after user provisioning, although it is correctly persisted.
• Okta URL and Okta token are mandatory to configure in Admin Console Identity Management page, if opting to sync back extension and phone number into Okta, even while using the Okta Import feature.

Objective

Applies To

• Admin Console

Procedure

1. Log in in to Admin Console.
2. Select Users.
3. On the Users page, select Generate users report.
   
   
   
4. The following window should appear.
   
   ​​​​​​​
   
5. Select the desired filters from the available options, then select Generate to download a CSV file.
6. The file will download in your designated downloads folder.

Additional Information

Objective

Applies To

• Admin Console
• Permissions

Features

• Restrict users from using 8x8 Meetings.
• Prevent users from upgrading the 8x8 Work for Desktop.
• Prevent users from using messaging in 8x8 Work for Desktop and 8x8 Work for Mobile.
• Prevent users from accessing and deleting call recordings.
• Edit these restrictions as desired via a master profile policy.
• Apply the policy per user while creating a user.

Edit the Master Profile Policy

1. Log in to Admin Console.
2. Go to Profile policies from the main menu.
3. You will see the master user policy. Click Edit (pencil icon) to edit the 8x8 Master User template policy.
4. Edit the policy name as desired.
5. Click to turn on the following settings in the profile policy. If enabled, users cannot modify their account settings or preferences in the 8x8 Work for Desktop or 8x8 Work for Mobile.
   • General: If enabled, it prevents users from accessing virtual meetings, receiving upgrade prompts for 8x8 Work for Desktop, using messaging functionality, or having access or deleting call recordings.
   • Basic information: If enabled, it prevents users from modifying their basic information in 8x8 Admin Console.
   • Voicemail settings: If enabled, it prevents users from modifying their voicemail settings in 8x8 Admin Console.
   • External caller ID: If enabled, it prevents users from modifying their external caller ID in 8x8 Admin Console.
   • Internal caller ID: If enabled, it prevents users from modifying their internal caller ID in 8x8 Admin Console.
   • Call forwarding rules: If enabled, it prevents users from modifying their call forwarding rules in 8x8 Admin Console.
   • Music on hold: If enabled, it prevents users from modifying their music on hold in 8x8 Admin Console.
   • Call recording settings: If enabled, it prevents users from modifying their call recording settings in 8x8 Admin Console.
   • Emergency address:If enabled, it prevents users from modifying their emergency address in 8x8 Admin Console.
   • Fax settings: If enabled, it prevents users from modifying their fax settings in 8x8 Admin Console.
6. Click Save.

Note: By default, the above settings are available to the 8x8 Work users. The 8x8 Admin Console administrator can limit the access by turning on the settings in 8x8 Admin Console.

Create a New Profile Policy

1. Go to Home > Profile Policies.
2. Click + Create new profile policy.
3. Define the profile policy settings as desired.
4. Click Save.

1. Go to Home > Profile Policies.
2. Find the profile policy from the list and select Make default from the menu.

Change Profile Policy in Bulk

1. Go to the Users page and select the users you would like to update.
2. Click Bulk Edit.
3. Go to Services and permissions.
4. Check Assign a profile policy.
5. Select a profile policy from the list, and click Continue.
6. Review the report to see whether all selected users with the new profile policy have been correctly updated. Click Confirm Bulk Edits. A task will be created and you can monitor its progress in the tasks area.

Delete Profile Policies

Note: You cannot delete a profile policy if users are assigned to it. To delete a profile policy, you must remove the users first.

Additional Information

Symptom

Applies To

• Admin Console

Solution

1. Log in to Admin Console.
2. Click the menu option in the top left hand corner (3 horizontal lines).
3. Click Audit events.
   
   
   

Additional Information

Objective

Applies To

• 8x8 Admin Console

Procedure

1. Log in to 8x8 Admin Console.
2. Click Users.
3. Click the Pencil icon to the right of the user you wish to add the rule for.
   
   
4. Scroll to and click on Call forwarding rules.
5. Click Add new rule.
   
   
6. In When to apply this rule > When the user gets a call from, select Anonymous callers.
   
7. Select the desired option for During what time.
   
   
8. Select where to Forward the calls to.
9. Click Save to complete your changes.

To block calls from specific telephone numbers, follow the same steps but choose Selected callers at step 6.

Objective

Applies To

• 8x8 Admin Console

Procedure

1. Log in to Admin Console.
2. Select Users.
3. Using the checkboxes on the left, select the users you wish to modify.
4. Select Bulk Edit.
5. Complete the fields you would like to modify for all selected users. Note: Some fields may be grayed out. These settings cannot currently be modified in bulk.
6. Select Continue and review the changes to be made.
7. Select Confirm Bulk Edits.

The progress of your bulk edit will be shown in the top right corner of the screen.

Additional Information

Objective

Applies To

• Admin Console
• Users
• Voicemail

Procedure

1. Log in to Admin Console.
2. Click Users.
3. Find the user profile for which you want to edit voicemail settings.
4. Click Pencil icon to the right of the user profile. 
   
   
5. Go to Voicemail settings.
6. Under External Voicemail Greeting setting, click Change.
   
   
7. Select an existing audio file, or click + Create audio files to record or upload a new audio file.

Calling a Number To Record 

1. Select By Calling a Number to Record.
2. Give the file a name.
3. Optional: Leave a note for yourself to tell what the file is for.
4. Type in the Phone Number or Extension you would like it to dial. The user logged into Configuration Manager must have services assigned to them for this to work.
5. Select Call Now.
6. The system will call you. Follow the prompts to record your greeting.
7. Select Finished Recording.
8. Click Save.
9. Click Select on the audio file you would like to use.

Uploading an Audio file

1. Select By Uploading an Audio file.
2. Give the file a name.
3. Optional: Leave a note for yourself to tell what the file is for.
4. Click the musical note and browse your computer to find the correct audio file, or drag and drop an audio file onto the screen.
5. Click Save.
6. Click Select on the audio file you would like to use.
7. Click Save to update the changes.

Additional Information

Objective

Applies To

• Admin Console
• Call Routing
• Voicemail

Procedure

Note: End users can set up forwarding options for only their own extension, but account admins can set up forwarding options for any user.

1. Log in to Admin Console.
2. Click Users.
3. Click Edit (pencil icon).
4. Go to Call Forwarding Rules and select the checkbox to Forward all Calls
5. Click Edit (pencil icon) and select Selected User or Service. Type in the name or number associated with an extension or enter an external number.
6. Click Save.
7. Click Save again, at the bottom of the page.

• When User is Busy
  • Voicemail
  • No One and Play Busy
  • Selected Users or External Numbers
• When user does not answer the call within 15 seconds
  • Enter the amount of time the call will ring before going to one of the forwarding options below:
    • Voicemail
    • No One and Play Busy
    • Selected Users or External Numbers
    • Forward Directly to
• When internet connection is down
  • Voicemail
  • No One and Play Busy
  • Selected Users or External Numbers: Type in the name or number associated with an extension or enter an external number
• When User Gets a Call from a Blocked Caller 
  • Note: You cannot change forwarding options for blocked callers. All numbers on the blocked caller list will hear the busy signal when they call this extension.

Symptom

Applies To

• 8x8 Work for Desktop
• Admin Console
• Voicemail Notifications

Resolution

System Admins

1. Log in to Admin Console.
2. Select Users.
3. Select Edit (pencil icon) to the right of the User you wish to edit.
   
   
4. Under Voicemail Settings, enter the correct email address under Email to the right of the Notification settings options.
5. Ensure that Disable Notification is not selected.

End Users

1. Log in to 8x8 Work for Desktop.
2. Select Settings.
3. Select Voicemail.
4. Under More Settings, select Go to Main Voicemail Settings.
5. Under Voicemail Settings, enter the correct email address under Email to the right of the Notification settings options.
6. Ensure that Disable Notification is not selected.

Cause

Objective

Applies To

• Admin Console
• Voicemail

Procedure

Create a Voicemail Access Pin

1. Log in to Admin Console.
2. Click Users.
3. Create a user profile.
4. Enter the user's details.
5. Go to Voicemail Settings.
6. Select one of the following notification options from the Voicemail section. Note: An email address is required for voicemail notification via attachment.
   • Disable Notification: Select this option if you do not want the user to receive email alerts for voicemail messages.
   • Attachment Only: The user will receive an email with the audio file attached.
7. Select one of the following options:
   • Users set their own access PIN: Users will set up their own voicemail pinn by dialing 555 on their desk phone.
   • Set access Pin: Enter a password for the user. You may only use numbers. These numbers must not be sequential or repeated. The password must be a minimum of six digits.
8. Click Save to confirm your changes.

Edit a Voicemail Pin 

1. Log in to Admin Console.
2. Click Users.
3. Click Edit (pencil icon).
4. Go to Voicemail Settings.
5. Next to Voicemail Password, click Reset Pin.
6. Enter the new voicemail password in the pop-up.
7. Click Save. A green banner at the top of your screen will confirm that you have successfully changed your password.

Additional Information

Objective

Applies To

• 8x8 Work
• Admin Console

Procedure

1. Log in to Admin Console.
2. Select Users.
3. Select Edit (pencil icon) to the right of the User you wish to edit.
4. Select Voicemail Settings.
5. Select your notification preference from the drop down menu.
   • Disable Notification = No notifications
   • Notification only = Sends a notification that the user has received and email. (The user need to check the voicemail in the application directly)
   • Attachment only and delete original voicemail = Sends email with voicemail attachment and deletes the voicemail from the users extension
   • Attachment only = Sends email with attachment and leaves voicemail on the users extension for later access via application
6. Enter the email address to be notified.
7. Select Save.

Question

Applies To

• Voicemail System
• 8x8 Work
• Admin Console

Answer

Additional Information

Objective

Applies To

• Voicemail
• Admin Console

Procedure

1. Log in to Admin Console.
2. Click Users.
3. Click Edit (pencil icon). 
   
   
4. Go to Call Forwarding Rules and check the box to enable forwarding for When Internet Connection is Down.
   • Note: Ensure that Forward all Calls is disabled so that you can select forwarding options based on status.
5. Click Edit (pencil icon).
6. Select one of the options below:
   • Voicemail
   • No one and play busy
   • Selected users or external numbers
   • Forward directly to
7. Click Save.
8. Once complete with all edits, click Save to save changes for the user.

Additional Information 

Objective

Applies To

• 8x8 Admin Console
• Voicemail

Procedure

1. Log in to Admin Console.
2. Select Users.
3. Select the pencil icon next to the user you wish to edit.
4. Scroll down to the Call Forwarding Rules section.
5. Edit the Call Forwarding Rules to forward calls to No One and Play Busy.
6. Select Save to complete your changes.