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Objective

Use dial codes for Barge-Monitor-Whisper (BMW).

Applies To

  • Barge-Monitor-Whisper (BMW)

Procedure

Monitor

A third party (Supervisor) silently monitors a normal 2-party call originated on or answered by an 8x8 PBX User (Agent) on a conversation with an external party (Customer). No audible sound would alert the agent or the customer that the conversation is being monitored. The supervisor is muted. The privilege to monitor calls (with or without a warning tone) can be granted to the supervisor by the PBX administrator.
  1. Press *22 or *BA.
  2. Press Dial or Call.
  3. At the prompt, enter the extension # you want to monitor. You may be prompted for a access code.
  4. Enter the access code to begin monitoring.

Whisper

A supervisor silently monitoring a call between an agent and a customer can privately speak to the agent, without the customer hearing the discussion. When the whisper feature is activated, the supervisor can begin speaking to the agent. This is one-directional audio from supervisor to agent. The customer will not hear the whisper. Both supervisor and agent can hear the customer.
  • To Whisper to the agent that you are already monitoring, dial *9 or *W.
  • To exit the whisper, mute the supervisors audio and revert to silent monitor mode, press *6 or *M.

Barge

A supervisor who is silently monitoring a call decides to enter the conference bridge, joining what then becomes a full 3 way conference call, where all 3 parties can hear each other. When the supervisor enters the call, a barge tone is played to alert all 3 parties.
  • To Barge into and join the call that you are already monitoring, dial *5 or *J.
  • To exit the barge and revert to silent monitor mode, press *6 or *M.

Barge Direct

A supervisor can also barge directly into a call without monitoring first. This facilitates instant collaboration.
  • Dial *23, then dial extension number. You are now immediately in a three-way conference call with the active call.
  • You can also create a speed dial with *23ExtensionNumber.

Additional Information

Hitting any character on your DTMF would bypass the instructional announcement in the IVR when initiating a new mode.

Objective

Create a Barge-Monitor-Whisper group in Admin Console.

Applies To

  • Admin Console
  • Barge Monitor Whisper
  • Groups

Procedure

  1. Log in to Admin Console.
  2. Click Barge Monitor Whisper Groups.
  3. Click + Create BMW Group.
    2019-08-19_14-09-09.png
  4. Enter the group Name.
  5. Select the Site to which you are assigning this group.
    • Note: Your site must have at least one admin assigned an X Series X4 or higher license.
  6. Select the Group Admins. These are the users who can join and monitor the call.
  7. Click the + or x keys to add or delete admins in the group.
    2019-08-19_14-10-55.png
  8. Click the toggles to:
    • Play Monitor Tone: This plays a beep when the admin starts monitoring the call.
    • Enable a Required Password: This requires admins to provide a password before monitoring the call.
  9. Search for Members by first name, last name, or email address. These extensions can be monitored or receive private messages while on a call.
  10. Click Save.

Additional Information

Barge Service allows enabled Admin extensions to optionally monitor any active call in your 8x8 phone system; "whisper" exclusively to the extension user being monitored (without the other party hearing); and actively join the call, making it a three-way conference.
Admin can monitor only one call at a time, as while monitoring a call, should not use the hold function and Hot desk function.
Individual extensions must be enabled for this service by an account administrator. Barge services are only available with 8x8 Work Editions X6 or higher licenses, or X Series X4 or higher licenses. (Only extensions directly associated with a desk phone or softphone may be enabled for this service.)

Question

What is the expected call flow for Call Queues?

Applies To

  • Admin Console
  • Call Queues

Answer

Call Queues place callers in an ordered “queue” or line until the next available agent or employee can help them. Calls are offered in a cyclic pattern to the available Call Queue members. Members who are on a call, logged out, or set to DND in 8x8 Work will not be offered calls.
A user can receive one call at a time from the queue. Once the user is done with the call, they will be offered the next call from the queue after the configured wait times.
  • The amount of time the Call Queue will wait after the end of an accepted call before offering the next call to the Call Queue member is controlled by changing the "Wrap-up time".
  • The amount of time the Call Queue will wait after a call is rejected before offering the next call to the Call Queue member is controlled by changing the "Delay after not answering".
Call Queues can have Primary and Secondary members. Calls will only be offered to Secondary members if no Primary members are available.
If using call queues with just desk phones, it is advised not to use the Do Not Disturb functionality on them as this can cause delays in the calls being answered by assigned agents.
If you require the functionality of the Do Not Disturb use it from 8x8 Work for Desktop.

Objective

Accessing your Call Queue voicemail.

Applies To

  • Admin Console
  • Call Queues
  • Voicemail

Procedure

After completing the Call Queue voicemail setup, your Call Queue group voicemail options can be accessed by dialing in from within your 8x8 phone network and entering the Call Queue's voicemail password.
From here, you can configure the same options as for an individual extension, including:
  • Listen to, save, and delete voicemail messages.
  • Record, set, and change various outgoing greetings.
  • Edit various user preferences.
From desk phone or 8x8 Work dial pad:
  1. From any extension in your 8x8 system, dial 500.
  2. Enter the Call Queue extension number and press #.
  3. Enter the Call Queue voicemail password and press #.
  4. From the Main Menu:
    • Press 1 to listen to your messages.
    • Press 2 to change your greeting.
    • Press 3 to manage user preference options: change voicemail password, call waiting preferences, busy handling, ring no answer handling, Internet outage routing, and email notification preferences.
    • Press 4 to establish or change call forwarding rules. Options include: listen to, set, change, or cancel call forwarding rules.
    • Press 5 to set a specific greeting for business hours, after business hours, lunch time, meeting, weekend, and vacation.
    • Press 6 to enable or disable Announcement Only mode (e.g., your vacation greeting).
    • Press 9 to exit voicemail.
From 8x8 Work interface:
  1. Click the Phone icon.
  2. Select Voicemails.
  3. Voicemail that is sent to a call queue will display "To: Name of Call Queue."

Objective

View a Call Queue.

Applies To

  • Admin Console
  • Call Queues

Procedure

  1. Log in to Admin Console.  
  2. Click Call Queues. You will be taken to the Call Queues menu where you can view current Call Queues.

    2019-08-19_14-22-37.png

Objective

Use the Group Call Pickup feature.

Applies To

  • Admin Console
  • Group Call Pickup

Procedure

After the account administrator has created a Pickup group and added extension users to the group, Pickup group members will receive a pickup extension via email. When a Pickup group member receives a call, the call can be answered in their absence by any other group member using their own handset. You can use any of the following means to answer a Group Call Pickup:
  1. Dial *66 and then the Pickup Group extension number (e.g., 5000) prior to lifting handset or enabling speakers.
    • Note: If you hear a dial tone and then dial *66, you will get a recorded message stating, "This phone is not allowed to pick up calls from..."
  2. Press the Speed Dial key pre-programmed for Group Call Pickup on your phone. For faster dialing, you can set up a speed dial key on your phone. You can configure a speed dial using the menu on your phone set or via Admin Console.
    • Note: Multiple ringing calls are handled on a first-in-first-out basis.
  3. Press the Group Call Pickup pre-programmed BLF key on your phone.
  4. BLF functions as a one-touch speed-dial key to receive inbound calls to the pickup group. You can view the status of Group Call Pickup extension from your desk phone and answer the call when it is ringing.
 

Objective

Configure your Group Call Pickup groups in Admin Console.

Applies To

  • Admin Console
  • Group Call Pickups

Procedure

Group Call Pickup allows you to create a group where a user can answer calls for other group members without needing to use any of the group members' phones.
To start, create user profiles for your group members and give them access to their 8x8 services and devices.
  1. Log in to Admin Console.
  2. Click Group Call Pickups.
    2019-08-20_11-20-37.png
  3. Click Create Group Call Pickup.
    2019-08-20_11-22-58.png
  4. Enter the Name of the Group Call Pickup.
  5. Select your Site from the drop-down.
  6. Enter an Extension Number or click Suggest to have one selected for you.
  7. In the Add a User field, click the field to expand a dropdown list of selectable Users.
    2019-08-20_11-28-20.png
  8. Click the toggle to enable a Welcome email to be sent to all members of the group.
  9. Click Save.

Defining Busy Lamp Field (BLF) Keys for a Group Call Pickup Number

You can configure Busy Lamp Field (BLF) keys for a Group Call Pickup number at the user level by following the steps below.
  1. Log in to Admin Console.
  2. Click Users.
    2019-08-20_11-31-29.png
  3. Click Edit to the right of the user whose device you wish to configure for BLF.
    2019-07-30_10-21-37.png
  4. Next to Device Model, click Line Key Configuration.
  5. Click Add Busy Lamp Field.
  6. Select Group Call Pickup from the BLF Extension to Monitor drop-down. 
  7. Select the extension from the Group Call Pickup to Monitor drop-down.
  8. Type the name of your BLF Key under Label.
  9. Click Save. 
  10. Save the User Profile.

Additional Information

If a user does not show up in the drop down menu of the Group Call Pickup, despite having selected the correct site, you can edit and save the user profile of the extension that does not show up, to force it to synchronize with the backend and show up in the drop down list.

Symptom

Getting a fast busy signal or error message stating, "This extension is not allowed to use group call pickup."

Applies To

  • 8x8 Admin Console
  • Group Call Pickup

Resolution

  1. Log in to 8x8 Admin Console.  
  2. Click Users.
  3. Click Edit (pencil icon) to the right of the affected user.
    2019-07-30_10-21-37.png
  4. Under Voice Basic Settings, next to Device Model, click Line Key Configuration.
  5. Locate the Group call pick up line key, click the three dots, and select Edit.
  6. Under BLF Extension Type, select Group Call Pickup.
  7. Under Group Call Pickup to Monitor, make sure it is not blank. If this is blank, select the listed Group Call Pickup listed in the drop down list, then click Save.
  8. Click Home and then click Group Call Pickups.
    2019-08-20_11-20-37.png
  9. Click Edit (pencil icon) to the right of the Group you wish to edit.
    2019-08-20_11-22-57.png
  10. On the Group call pick up extensions list, if any extension is missing from the list, add them to the list. For any extensions that are already on the list but are not working properly, click the trash can icon on the right side of the extension, then re-add the extension again.
  11. Click Save.
  12. Test Group Call Pickups to confirm that it is working.

Cause

The root cause is that the affected extension needs to re-sync to the Group call pickups extension.

What is Hot-Desking?

Hot-Desking is used in shared workspaces. It allows multiple users to occupy the same space or use the same Hot Desk device or host as if it were their own. 

Do Hot Desk calls show up in 8x8 Work Analytics?

Yes, Hot Desk calls do display in 8x8 Work Analytics.

Can a user be logged into multiple Hot Desk phones simultaneously?

No, a user can only be logged into one Hot Desk phone at a time. When the user attempts to log into a second Hot Desk, the second Hot Desk becomes active and the first Hot Desk will no longer be active.

Can a user make an outbound call on a Hot Desk phone if they are not logged in?

If there are no users or guests logged into the Hot Desk phone, only outbound calls to emergency services (i.e., 999) will work. The Hot Desk phone uses the 999 settings for the phone's location and ignores the 999 settings and location of the Hot Desking user's profile.

What happens if a user does not log out of a Hot Desk device and a new user wants to log in?

When a new user logs in, the prior user will automatically be logged out.

Can a user log in to the same extension where Hot Desk is enabled?

No, since the extension is being utilized for Hot Desk you will not be able to log in to the same phone. If you want to use the extension, disable Hot Desk or log in to another phone with Hot Desk enabled.

What are Hot Desk Limitations?

Applies To: VVX Poly, Cisco, and Yealink desk phones when using 8x8 Admin Console.
The list below are the features that are not brought over when logging into a hot desk phone:
  • BLF keys (Group call pickup, speed dial, park call etc)
  • Call history 
    • Missed Calls
    • Placed Calls
    • Received Calls
  • Call record on demand when using menu key during a call, use *0 to enable call recording

How does 8x8 Hot Desk work?

Any extension user belonging to the same PBX as the host can easily log in and out of a Hot Desk host device by dialing *43 followed by their extension and password.

What password is used to log in and out of Hot Desk?

Use your 8x8 voicemail password to log in and out of Hot Desk.

Is 8x8 Hot Desk an add-on service?

8x8 Hot Desk is included with every X Series license, Lobby through X8 and is optioned enabled or disabled in Admin Console.  Default is disabled.

Does a Hot Desk host device come with its own direct number and/or extension number?

Technically yes as any activated device requires a direct inward number (DID) and an assigned extension,  however Hot Desk host devices are not addressable.

Is there a timeout that will automatically log a Hot Desk user out?

No, the user will remain logged in until they log out or someone else logs in.

When a user logs into a Hot Desk device, can they still use Barge-Monitor-Whisper on that device?

Yes, when a user logs into a Hot Desk device, they are still able to use the Barge-Monitor Whisper function on that device, only if the target extension is part of Barge-Monitor-Wisper group.

Will the end-user's assigned phone still ring when logged into a Hot Desk phone?

Yes, the user's assigned phone (i.e., regular office phone) will still continue to ring even when they are logged into a Hot Desk phone.

If the Hot Desk phone reboots, does it log out the user?

No, if the Hot Desk phone reboots, the user remains logged in.

Can a Hot Desk phone participate in Poly Group Paging when not in use by an employee?

No.

Can a Hot Desk phone be able to Hot desk other Hot Desk Extension?

No, since the Hot Desk phone doesn't have the ability to make and receive calls. You will get a message "Please enter a valid extension number."

If you make an emergency call form a Hot Desk host device, what shows up as the emergency address?

The physical location of the Hot Desk phone is registered as the emergency address of the call. Your administrator can set the caller ID and the emergency service address for the Hot Desk extension in Admin Console.

Objective

Set up Overhead Paging in Admin Console.

Applies To

  • Admin Console
  • Overhead Paging
  • FXS ATAs

Procedure

With the 8x8 Overhead Paging System, you can dial an extension number and connect to an announcement paging system. The announcement system is a one-way speaker system, such as an amplifier connecting to a speaker. After dialing the extension number associated with the Overhead Paging system (and an optional password check), the caller can begin speaking immediately.
Disclaimer: 8x8 is not responsible for configuration or deployment of legacy third-party Paging devices, consult the Original Equipment Manufacture for support. 8x8 X Series does not support FXO third-party devices.

Add an Overhead Paging Device in Admin Console

  1. Log in to Admin Console.
  2. Click Devices.
  3. Click Add Device Model.
  4. Select the model of your ATA terminal from the drop-down.
  5. Click Add Device Model.
  6. View your device inventory to confirm that your ATA terminal has been added to the list.

Activating Your Overhead Paging Device

Note: If you attempt to activate your device before the user is saved, you will receive an Activation Server Busy error.
The activation process for an overhead paging device is the same as with a physical extension.
  1. Log in to Admin Console.
  2. Click Users.
  3. Create a user profile and select an available service license for your user, or click Edit (pencil icon) to the right of your designated user. Note: The Overhead Paging license is not a service license. A Lobby license or above should assigned.
  4. Go to Voice Basic Settings and select Analog Device from the drop-down.
  5. Select the model of your ATA Terminal. If you have multiple ATA bases, you will need to create multiple ATA terminals for each base.
  6. Select the Port that your paging system will be plugged in to. Optional: Enter a password for the overhead paging device.
  7. Click Save.
  8. Select to activate your device using a MAC ID or Activation Code.
  9. If you chose to activate your device with the Activation Code, call the registration service from the device and follow the instructions on the call. If you chose to input your device's MAC ID, your device will be activated when you save the user profile.
  10. Once you have activated your device, click Save.

Additional Information

Model-Specific Instructions on Setting up Overhead Paging Systems

* Indicates models that are both FXS/FXO These must be set in FXS Mode. 8x8 does not support FXO based third-party devices.
  • Bogen PCM-TIM
  • Bogen TAMB has been discontinued and not compatible, upgrade to a TAMB2 or other vender that supports FXS
  • Bogen TAMB2
  • Bogen UTI1 
  • Valcom V-2000A *
  • Valcom V-9940
  • Valcom V-9941A *
  • Valcom V-9970
  • Viking PA-2A Overhead Paging System Configuration*
  • Viking PA-15
  • Viking PA-30 *
An Overhead Paging extension can receive calls like other 8x8 Work physical extensions, but cannot make outgoing calls:
  1. Dial the Overhead Paging extension number to speak to the announcement system.
  2. After dialing the extension number, a bell tone will be heard. Talk path is now open for the page. 
    • If the optional password was selected during configuration of the Device Type you will be prompted to enter that password.
8x8 Work Administrators can install Overhead Paging Systems in different zones and have specific extension numbers for each zone, or if the page server supports zone selection a single extension can be used. Note that the 8x8 Overhead Paging solution is not an intercom system, as it only supports one-way announcement. The paging system must be connected via FXS ATA terminal.
8x8's Overhead Paging works with paging systems that have a standard analog phone input (RJ11 Tip & Ring) in FXS mode only and or devices such as page port that require a 600ohm input with an appropriate adapter.
Before you begin setting up a paging group, you add an overhead paging device, specifically an ATA terminal, to connect to your paging system and activate the ATA terminal.

Objective

Create a pagin group in Admin Console so you can make real-time announcements to a department, team, or work area using the intercom feature on your Poly or Cisco phone.

Applies To

  • Poly Phones
  • Cisco Phones
  • Group Paging

Procedure

Note: In order to access paging functionality, the user must have an activated Poly or Cisco phone and be a member of the paging group. With Poly phones, you can choose normal, emergency, or priority group.
  1. Log in to Admin Console. 
  2. Click Paging.
    2019-08-20_11-53-07.png
  3. Click + Create Paging Group, top right of the page. If you have not created a Paging Group before, click Create Paging Group in the center of the page.
  4. Enter a Name for the paging group and select a Site.
  5. Select a Device Model: Poly or Cisco. Once you select a device model, the field becomes disabled. Only members with that specified device can be added to the paging group.
    • For Poly phones, determine the Priority to deliver paging, such as normal, priority, or emergency. You cannot unsubscribe from a priority or emergency group. A priority page interrupts normal pages or active calls. An emergency page interrupts normal pages, priority pages, and active calls and plays out at near maximum volume even if Do Not Disturb (DND) is turned on. In Cisco phones, only emergency option is available.
    • For Cisco phones, add an Extension number. This option is not available for Poly phones.
  6. Add Members to the group and Save. You can select members from the specified site as long as users have the same device manufacturer, Cisco or Poly.
  7. Click Save.
Note: To edit the device model, you must delete the members first.

Use Group Paging in Poly Phones

After you create a paging group in Admin Console your Poly phone reboots and displays Paging soft key on the display. Follow the instructions below to page. The phone sends a preamble or repetitive set of alert messages that ensure receiving phones are ready to receive the broadcast.
  1. From the main screen, select Paging.
    intercom_1.png
  2. Scroll through the list to locate the group you want to page, then select Page.
    intercom_2.png
  3. Wait while your phone sends the preamble.
  4. After you hear the beep, begin your announcement.
    intercom_3.png
  5. When you are done, select End Page, or pick up the handset.
As the paging receiver, you can terminate an incoming page by pressing the End Page soft key. To make a call during an incoming page announcement, simply begin dialing.

Use Group Paging in Cisco Phones

After you create a paging group in Admin Console, all the Cisco phones in that group are ready to receive pages. For example, to page all the phones in the shipping department, a person at any phone dials the extension number associated with the paging group. The phone sends a preamble or repetitive set of alert messages that ensure receiving phones are ready to receive the broadcast. Follow the instructions below to page.
  1. Dial the paging group extension number from any Cisco phone.
  2. Wait while your phone sends the preamble.
  3. After you hear the beep, begin your announcement. The group members receive the page on their Cisco phones.
  4. When you are done, simply hang up.
The emergency page interrupts normal pages, priority pages, and active calls and plays out at near maximum volume even if Do Not Disturb (DND) is turned on.
Note: We support Cisco phone models 7811, 7821, 8841, and 8861.

Additional Information

Features

  • Paging is included free with Poly and Cisco phones.
  • Create up to 23 normal paging groups in Poly phones. One priority and one emergency group already exists by default.
  • Set priority levels for your pages: Normal, Priority, and Emergency (Poly phones only).
  • Create one emergency paging group with Cisco phones.
  • Set permissions for who can broadcast pages and who can only receive them.
  • You can include a user in multiple paging groups.
  • You need at least one member for every paging group.
  • You need at least one member with Send capabilities for emergency or priority paging.
  • You need at least one member with Send capabilities and one member with Receive capabilities for normal paging.

Limitations

  • Emergency paging interrupts the group member's active calls.
  • The Administrator user creating and editing the Paging Groups needs to have their user profile's Company Directory permissions set to Company.

Objective

Configure Power Keys in Admin Console.

Applies To

  • Admin Console
  • Power Keys

Procedure

8x8 offers call handling and monitoring features used in conjunction with Poly phones with four lines or more. Power Keys allows you to handle multiple calls at the same time and monitor other users' availability.
As an administrator, you can set up the initial configuration of line keys in Admin Console and push these settings to a Power Keys-enabled extension phone or sidecar.
You can assign the following:
  • Line Appearance Key (LAK): Receive and handle multiple live calls.
  • Busy Lamp Field Key (BLF): Check the status of other users within your phone system.
  • Speed Dial Keys: Have pre-set keys to quickly dial numbers that you frequently call.
Note: To create power keys for a user, you must first create a user profile and activate the device associated with their account using the device's MAC password or an activation code.

Add the Sidecar

Before assigning Power Keys to a sidecar, you will need to add the sidecar as a device in Admin Console.
  1. Log in to Admin Console.
  2. Click Devices.
  3. Click + Add Device Model.
  4. Search for the and select the sidecar
  5. Click Add Device Model.

Assign Power Keys

  1. Log in to Admin Console.
  2. Click Users.
  3. Click Edit (pencil icon) to the right of the user for whom you wish to enable Power Keys.
  4. Under Voice Basic Settings, to the right of Device Model, click Line Key Configuration.
  5. Follow the instructions below to add Line Appearance Keys, Busy Lamp Field, or Speed Dial options.
  6. Use the move tool to drag and drop these keys anywhere on your keypad.
  7. Click Save to confirm your changes.

Line Appearance Keys (LAKs)

  1. In the Edit Device Settings screen, click + Line Appearance to add a new Line Appearance Key.
  2. If you need to remove a Line Appearance Key, click More Options (three dots) to the right of the desired Line Appearance and click Delete.
  3. Click Save to confirm your changes. After saving, your Line Appearance Keys will appear on your screen.

Busy Lamp Field (BLF)

  1. In the Edit Device Settings screen, click + BLF Key to add a new BLF key.
    • If you need to remove a BLF key, click More Options (three dots) to the right of the desired BLF key and click Delete.
  2. Enter a Label and select an Extension Type for the BLF key. The label will appear next to the BLF key on the phone device display.
  3. Type a user's name or extension in the User to Monitor search bar and select them from the drop-down.
    • Optional: Click the toggle next to Enable call pickup for this monitored extension number.
  4. Click Save. After saving, your BLF keys will appear with a red highlight
5. Ensure Enable Call Screen Notifications is toggled on if the user is to be notified of inbound call to the extensions. 

Speed Dial

  1. In the Edit Device Settings screen, click + Speed Dial Key to add a new Speed Dial key. (If you need to remove a Speed Dial key, click More Options (three dots) to the right of the desired Speed Dial key and click Delete.)
  2. Under Dial To, select a Speed Dial target.
  3. Enter a Label for your Speed Dial key. The label will appear next to your key on the phone device display.
    • Optional: Click the toggle to Enable Auto Divert to forward your incoming calls automatically, or Enable Auto Reject to reject the incoming calls. The toggles next to these options will turn blue when they are enabled.
  4. Select a Ring Type.
  5. Click Save. After saving, your Speed Dial keys will appear with a blue highlight.

Shared Line Keys

Create Shared Line Keys for activated Poly devices. Both users will have to have active devices to enable this feature.
  1. Log in to Admin Console.
  2. Click Users.
  3. Click Edit (pencil icon) to the right of the user for whom you wish to enable Power Keys.
  4. Under Voice Basic Settings next to Device Model, select Line Key Configuration.
    • Note: This option will not be selectable until the device is activated
  5. Click + Line Appearance.
  6. Select Line Appearance - Shared Line from the Line Key Type dropdown.
  7. Enter the name or email of the User to Appear on the Line Key Appearance and select their name from the dropdown. Note: The selected user must have an active extension.
  8. Click Save. The Shared Line Key will appear in the Phone Keys Plan. This shows which key the user can select to use the Shared Line Key feature.
  9. Click Save to confirm your changes to the Phone Keys Plan.
  10. Save the user.

Additional Information

  • Shared Line Keys are not supported on sidecars.
  • You cannot have multiple shared lines with the same user.
  • Shared Line Keys are only available on Poly devices.
  • BMW will not function if the extension being monitored has the monitoring extension as a Shared-Line BLF key.

Objective

Accessing your Ring Group voicemail.

Applies To

  • 8x8 Admin console
  • Ring Groups
  • Voicemail

Procedure

After completing ring groups voicemail setup,  your ring group voicemail can be accessed by dialing in from within your 8x8 phone network and entering the ring group's voicemail password or PIN.
  1. From any extension in your 8x8 system, dial 500.
  2. Enter the Ring Group extension number and press #.
  3. Enter the Ring Group voicemail password and press #.
  4. From the Main Menu press 1 to listen to your messages.

Objective

Set up Ring Groups in Admin Console.

Applies To

  • Admin Console
  • Ring Groups

Procedure

  1. Log in to Admin Console.
  2. Click Ring Group.

    2019-08-20_14-16-51.png
  3. Click Create Ring Group.

    2019-08-21_09-44-26.png
  4.  Enter your Ring Group details. The following values are required to create a Ring Group:
    • Group Name
    • Site
    • Extension Number
    • Ring Group Caller ID 
    • Cycles (how many times the call will cycle through the ring group before going to voicemail)
    • Total time to alert a member (How long to ring a member (Max 180 seconds) before going to the next member or to the "When no answer rule")
    • Voicemail Password (this password is specific to the Ring Group Voicemail)
    • Members
  5. Set the extension number by entering in an available extension number or clicking Suggest to have an extension suggested for you.
  6. You can choose any of the following options to serve as the Ring Group Caller ID:
    • Ring Group Name and Caller's Number
    • Caller's Name and Caller's Number
    • Ring Group Name and the Ring Group Extension
    • Caller's Name and Dialed Number
  7. Set a value for the number of Cycles your call will go through to your Ring Group before it is routed to voicemail.
  8. Create your Ring Group Voicemail Password by entering a password that is 6 to 15 digits long. The numbers in your password cannot be sequential.
  9. Click Save at the bottom of the screen. You should see a green banner at the top of your screen that states "Your Ring Group has been successfully created."

Additional Information

Calls that are offered from a Ring Group will ignore any forwarding rules configured for the Ring Group member's extension. This prevents calls from being automatically answered by a Ring Group member's voicemail, forwarded to unintended recipients, and sent through possibly problematic call flows.
For a complete guide to setting up your Ring Group go to Admin Console > Help > Set up Ring Group.

Objective

Change a Ring Group's inbound caller ID in Admin Console.

Applies To

  • Admin Console
  • Ring Groups
  • Inbound Caller ID

Procedure

When you edit or create your ring group, you can select the Ring Group Caller ID, which affects how incoming calls will be displayed for the selected Ring Group.

Examples of Ring Group Caller ID

The examples below show how the Ring Group Caller ID appears on a phone screen when you choose the following Caller ID options.
Caller's Name and Caller's Number:
  • Joe Smith
  • (555) 123-4567
Ring Group Name and Ring Group Extension:
  • Sales Team
  • 2001
  1. Log in to Admin Console.
  2. Click Ring Groups.

    2019-08-20_14-16-51.png
  3. Click Edit next to your designated Ring Group.
  4.  Under Basic Information, select one of the following options from the Ring Group Caller ID drop-down.
    • Ring Group Name and Caller's Number
    • Caller's Name and Caller's Number
    • Ring Group Name and the Ring Group Extension
    • Caller's Name and Dialed Number

      2019-08-20_14-18-58.png
  5.  Click Save.

Additional Information

In 8x8 Work for Desktop The caller name displayed on Ring Group calls uses the Caller ID name presented by the caller. The name is only looked up in the contact directory if the incoming call does not include a caller name.

Note this is only applicable when the Ring Group is configured to display Caller's Name, there are other options which do not show the Caller's Name.

Other than Ring Group calls, any other call would attempt to first resolve the number using the contact directory and then revert to the caller ID.

Question

Will users in a Ring Group receive voicemail notification emails?

Applies To

  • Ring Groups
  • Admin Console

Answer

This feature is enabled by default for all Ring Groups and Call Queues. Delivery of voicemail notifications to Ring Group members allowed to receive Ring Group voicemail is determined within the setup of each individual extension.

Objective

Forward Ring Group and Auto Attendant calls to an external number with 8x8 Admin Console.

Applies To

  • 8x8 Admin Console
  • Ring Groups
  • Auto Attendants
For the forwarding to work correctly, the Ring Group / Auto Attendant or the Site these services belong to, need to have their own phone number assigned. The phone number is used for billing purposes since the call is being forwarded to an external number. If a number is not assigned, you will not be able to make successfull calls to PSTN phone numbers through Call forwarding rules.

Procedure

Ring Groups

  1. Log into your Application Panel.
  2. Select 8x8 Admin Console.
  3. Select Work Groups, then select Ring Groups.
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  1. To the right of the Ring Group you want to edit, select the Pencil icon.
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  1. Navigate to Call forwarding rules and expand the section.
    Forwarding.1.PNG
  2. Select Forward all calls. This will uncheck all the other options.
    Forwarding.2.PNG
  3. Enter the external number you wish to forward to. Note: When entering a local number, enter this with the international prefix (+ or 00). For example, for a local UK number use +44 where the leading 0 would be, e.g. +442081234567 instead of 02081234567.
  4. Click Save.
  5. Test to make sure that it is routing correctly.

Auto Attendants

  1. From Work Groups in Admin Console, select Auto Attendants.
  2. In the Call Handling Menus section, under Main Menu select Edit Settings.
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  3. From the dropdown menu under And then, select Route call to.
    CHM2.JPG
  4. Under Target, enter the external number you wish to forward to. Note: When entering a local number, enter this with the international prefix (+ or 00). For example, for a local UK number use +44 where the leading 0 would be, e.g. +442081234567 instead of 02081234567.
  5. Click Save.

Symptom

Ring Group or Auto Attendant won't forward to external numbers.

Applies To

  • Ring Groups
  • Auto Attendants
  • Admin Console

Resolution

Check to see if a number is assigned to the Ring Group or Auto Attendant.
If no number is assigned, the system will use the Site's Main Number to make outbound calls. Make sure there is a Site Main Number or a Ring Group or Auto Attendant number set, otherwise, the system won't know where to call out from and it will fail.

Symptom

Ring Group calls are routing to voicemail despite the Ring Group having no forwarding rule to voicemail configured in Admin Console
For example all of the Ring Group's forwarding rules may be set to forward to a user or service extension and the call routes to ring group voicemail.

Applies To

  • 8x8 Admin Console
  • Ring Group
  • Forwarding Calls

Resolution

Ensure that at least 1 Ring Group member is in an Available status and not in Do Not Disturb (DND). If all ring group members in DND, then by default calls forward to the Ring Group's voicemail.

Cause

The default PBX configuration is for DND to always forward calls to voicemail.
If all ring group members are in DND, then Ring Group calls will forward to ring group voicemail, which is expected behavior.
This behavior can be changed by requesting 8x8 disable server-side DND always forwarding to voicemail for the PBX, however, it will affect all extensions on the PBX, not just Ring Groups.