Operator Connect

Overview

8x8 Operator Connect for Microsoft Teams is a great voice solution for customers looking for easy to deploy telephony in their Teams environment, but that don’t want to deal with complex implementation and configurations on their voice deployment. This guide will cover how to configure 8x8 Operator Connect for Microsoft Teams.

Applies To

8x8 Operator Connect for Microsoft Teams
Microsoft Teams
Operator Connect

Procedure

Add the 8x8 as an Operator for Microsoft Team

Log into MS Teams Admin Center.
Expand the Voice tab and click on Operator Connect.
Click on all Operators and search for 8x8 (it should be the first option).
Click on 8x8
Select your country dial plan.
Choose the size of your company.
Enter your contact details.
Accept the terms of service and click add as my operator.
Click Continue.
You should now see 8x8 listed under My Operators in the Operator Connect section of MS Teams Admin Center.

Order 8x8 Operator Connect for Microsoft Teams licenses

You can do this using our self service portal. Make sure to order the correct type of 8x8 Operator Connect for Microsoft Teams license you require (Metered/Nationwide).

Once the order has been completed, you will see the licenses in your account, which should look like this:

Claim phone numbers in Admin Console

You can do this by following our guide on how to Claim Phone Numbers in 8x8 Admin Console.

Assign phone numbers to Operator Connect

Now that you have claimed your phone numbers, you will need to assign them to Operator Connect.

Note: This process isn't currently available and will need to be carried out by 8x8 Support until the functionality is introduced.

Go to Phone Numbers
Click on the 3 dots next to the number you need to assign.
Click Assign to 8x8 Operator Connect for Microsoft Teams

Note: This can also be done in bulk by selecting the check box next to multiple numbers, then selecting the Bulk Actions drop down at the top.
Select an emergency address in the drop down list.
Choose whether the number will be assigned to a User or the Voice App (Auto Attendant, Call Queue etc.)
Click Assign

Your numbers will now be visible in the MS Teams Admin Center.

Assign the numbers to your existing MS Teams users

To assign a number by using the Teams admin center:

Log into MS Teams Admin Center.
Expand the Voice tab and click Phone numbers.
On the Phone numbers page, select an unassigned number in the list, and then click Edit.
In the Edit pane, under Assigned to, search for the user by display name or user name, and then click Assign.
To assign or change the associated emergency location, under Emergency location, search for and then select the location.
Depending on whether you want to send an email to the user with their phone number information, turn off or turn on Email user with telephone number information. By default, this is on.
Click Save.

Note: For more information on this, including how to bulk assign numbers using PowerShell, you can check out the Microsoft guide for managing phone numbers.

Additional information

Emergency Services

Emergency Services for 8x8 Operator Connect for Microsoft Teams can be configured from within the Teams Admin Center. Customers have the responsibility:

To keep emergency addresses up to date in Teams Admin Center
To keep the address associated with a purchased DID up to date in Admin Console

In 8x8 Operator Connect for Microsoft Teams, emergency addresses are associated with DIDs and not users. If a user in Teams Admin Center is assigned a different DID than an earlier one, that DID may be associated with a different emergency address.

To set up emergency calling within Teams Admin Center, including Dynamic Emergency calling, location information, network settings, etc., use the Microsoft documentation linked here. As a reminder, Dynamic Emergency Calling only works for the US and Canada regions.

To change emergency address in Admin Console:

Go to Phone Numbers.
Click on the 3 dots next to the number you need to assign.
Click Edit Operator Connect Settings.
Choose a different emergency address.
Click Save.

Number Porting

It is possible to port old phone numbers to be used for 8x8 Operator Connect for Microsoft Teams but there is currently no provision for automated activation for number porting.
If you are onboarding and porting phone numbers from your old provider, you will not be able to set up your service in advance of the porting date.
The setup of the numbers can only be done once you have ported over to 8x8 and the numbers are available to assign in Admin Console.

Objective

Customers reporting issues with Operator Connect are to be supported and escalated per the following procedure.

Applies To

8x8 Operator Connect for MS Teams
Microsoft Teams
Operator Connect

Procedure

All Operator Connect issues will be investigated on the 8x8 side before being escalated to third parties.

Partners should perform initial tiragefor Operator Connect related cases in order to gather as much information as possible and rule out basic troubleshooting before escalating to 8x8 Support. Here are soem examples of possible issues and how to troubleshoot them:

Call termination/call quality issues
- Test the phone linewhile connected to a different network.
- Run the Network Utility Tool (See Network Utility Download).
- Gatehr the call details, including the caller's number, callee's number, and the date and time of the call.
Numbers not available in MS Teams after being assigned to Operator Connect.
- Make sure an emergency address was assigned to the number in Admin Console.
- Unassign the number from Operator Connect in Admin Console and re-assign it back.

Here are some examples of possible issues that will need to be immediately escalated to 8x8 support as no triage will be required from customers to investigate:

Issues with claiming/porting numbers into 8x8 Admin Console
Incorrect 8x8 Operator Connect for MS Teams licences - Metered/Nationwide

Overview

This guide will cover how to unassign a number from Operator Connect to be used elsewhere in 8x8 Admin Console.

Applies To

8x8 Operator Connect for Microsoft Teams
Microsoft Teams
Operator Connect

Procedure

Unassigning numbers from Operator Connect should be done via 8x8 Admin Console, and not in the Teams admin center.

If the number is unassigned directly within Teams Admin Center, it can cause the number to become stuck.

To unassign a number:

Log into 8x8 Admin Console.
Go to Phone Numbers.
Find the number you need to remove and click the 3 dots to the right.
Clink on Unassign Operator Connect.

Note: If you unassigned a number from within the Teams Admin Center, instead of the 8x8 Admin Console, Create a Case with 8x8 Support and provide them with all the affected numbers.

8x8 Web Dialer

Overview

The 8x8 Web Dialer is an easy way to initiate calls from 8x8 Work for Desktop by clicking on a phone number on a web browser page.

Web Dialer automatically highlights most telephone numbers for you, turning them into clickable links. When a phone number is clicked, a call is dialed out through 8x8 Work for Desktop.

Other options are also available when manually highlighting a phone number:

Initiate a call through 8x8 Contact Center
Initiate sending an SMS/text message through 8x8 Work for Desktop

IMPORTANT Note Regarding Use of 8x8 SMS:

If you currently use or will use any 8x8 service to send SMS messages in any amount (even just one message), regardless of the purpose, you must register an "SMS Campaign" with 8x8.
If your business is not registered with The Campaign Registry, unregistered SMS/MMS will no longer be supported after March 31, 2023. Please see below for further details about registration.
Enabling SMS for an 8x8 user extension requires a registered SMS campaign.
See this article for more information: SMS Campaign Registration and Impact.

Applies To

8x8 Work for Desktop
8x8 Contact Center

Installation

Navigate to the 8x8 Web Dialer extension page in the Add-ons for Firefox.
Click Add to Firefox.
At the prompt, click Add Extension.
Once install is complete, refresh your open web pages to update any listed phone numbers.

Requirements and Restrictions

8x8 Work for Desktop is required to run in conjunction with Web Dialer.
Safari web browser is not supported.
Highlight and Call, or send an SMS message:
- Not all web sites will allow the Web Dialer extension to highlight phone numbers. However, Web Dialer has an alternative "highlight and call" method for initiating calls.
- With the latest version of the 8x8 Web Dialer (v2.1.0 and higher), you can quickly initiate a text message with a phone number. Note that 8x8 SMS functionality requires your company to register an SMS campaign and enable SMS per user, first.
- Please see this article for instructions: 8x8 Web Dialer: Initiate Calls and SMS messages from Web Browser Applications
Use of Web Dialer is not recommended in Salesforce when you are also using the 8x8 Work for Salesforce integration, as Web Dialer may interfere with Salesforce's native CTI click-to-dial functionality.
Web Dialer does not support single-click dialing in 8x8 Contact Center. Only the "highlight and call" method mentioned below is supported.
Currently when a Contact Center agent uses the "highlight and call" dialing method, two limitations will apply:
- The original web page that a call was launched from will redirect to the call-initiating HTML page. Clicking the back button in the web browser is required to return the agent to that page.
- Contact Center agents using the Web Dialer for initiating outbound calls will not be placed in Busy status. If they were Available before initiating the call, Available status will remain active for the duration of the call.

Important!

When you click on a phone number, your phone system will call your 8x8 phone extension.

You must answer that call to immediately complete the connection to the phone number you are trying to reach.

Objective

This article will show you how to use a Google Sheets spreadsheet to create an HTML webpage with phone numbers that the 8x8 Web Dialer Chrome extension can make clickable for outbound calling.

Use of 8x8 Web Dialer requires that you also use the 8x8 Work for Desktop softphone application.

The 8x8 Web Dialer Chrome browser extension must be installed from here.

Applies To

Google Sheets
Google Chrome
8x8 Web Dialer Chrome extension
8x8 Work for Desktop

Procedure

In Google Sheets:

Open or create a spreadsheet, and add your contact information.

If there is a leading 0 or + in a phone number, you will need to prefix the number with a single quote character ( ' ) for Sheets to keep the leading 0 or to know the + is not start of a SUM operation.

It's always advisable to use the standard E164 format for your phone numbers, which is the + symbol followed by the country code and phone number. Essentially enter the phone number as though you were going to dial it, but with a leading + symbol.

Go to File.
Click Publish to the web.

Choose to publish either the Entire Document or just specific a Sheet.
Choose whether to Link or Embed the sheet.
Click Publish.

You can then copy the Link for a standalone web page, or copy the Embed link to add to your own webpage.

The published sheet will now contain phone numbers that are clickable when using the 8x8 Web Dialer extension.

Objective

When you install the latest version of 8x8 Web Dialer into Google Chrome, you can perform the following with minimal mouse clicks:

Web Dialer provides the option to either click an automatically highlighted phone number to initiate either a phone call or an SMS message (for web sites which support automated highlighting), or to manually highlight a web page phone number and initiate a phone call or SMS message.

Initiating phone calls is supported through 8x8 Work for Desktop and 8x8 Contact Center.

For use with 8x8 Work phone extensions, the 8x8 Work for Desktop application is required to use Web Dialer, even if you have a desk phone. However, 8x8 Work for Desktop may be configured to force ringing of your desk phone. See this article for details:

8x8 Work for Desktop Call Using Deskphone Options

For 8x8 Contact Center, 8x8 Web Dialer only supports Highlight and Dial a Phone Number. Single-click dialing is not supported.

IMPORTANT REGARDING SMS:

If you currently use or will use any 8x8 service to send SMS messages in any amount (even just one message), regardless of the purpose, you must register an "SMS Campaign" with 8x8.

If your business is not registered with The Campaign Registry, unregistered SMS/MMS will no longer be supported after March 31, 2023.

Enabling SMS for an 8x8 user extension requires a registered SMS campaign.

For more information, see SMS Campaign Registration and Impact.

Applies To

8x8 Web Dialer v2.1.0 and higher for Google Chrome
8x8 Work for Desktop
8x8 Work SMS Messaging
8x8 Contact Center

Initiate Calls with Web Dialer

Click to Dial

Most web browser applications should support native Web Dialer operation, which allows you to click on a highlighted phone number to initiate an outbound call.

If a web site supports this function natively:

Phone numbers should appear highlighted and underlined. Example: +14085551212.
Holding your mouse cursor over the phone number should pop a notification: Call using 8x8.

To dial the number:

Locate a phone number on your desired web page, and click on it.
Your logged-in 8x8 phone extension will ring in 8x8 Work for Desktop. You must answer that call to connect to the phone number you've clicked on.

Note: If you've enabled the Web Dialer for Click to SMS, you'll be presented with Call via 8x8 and SMS via 8x8 options when clicking an automatically highlighted phone number. In this case, you must then click the Call via 8x8 icon to initiate your call.

Highlight and Dial a Phone Number

If a web site does not natively support Web Dialer's one-click function, you should still be able to easily dial a phone number.

To dial the number:

Select to highlight the entire phone number you want to dial. This can often be done by double-clicking on the number.
Right-click on the highlighted phone number and select 8x8 Web Dialer from the popup menu.
Select one of the following, depending on which 8x8 service you are logged into and using:
- 8x8 Work for Desktop: Dial this number (8x8 Work)
- 8x8 Contact Center: Dial this number (Contact Center)
The phone on your logged-in service will ring. You must answer that call to connect to the phone number you've clicked on.

Contact Center:

Currently when a Contact Center agent uses the "highlight and dial" dialing method, two limitations will apply:

The original web page that a call was launched from will redirect to the call-initiating HTML page. Clicking the back button in the web browser is required to return the agent to that page.

Contact Center agents using the Web Dialer for initiating outbound calls will not be placed in Busy status. If they were Available before initiating the call, Available status will remain active for the duration of the call.

Both of these issues are being reviewed, and may be addressed in a future update.

Initiate SMS messages with Web Dialer

With the latest Google Chrome version of the 8x8 Web Dialer, you can quickly initiate an SMS text message to a highlighted phone number.

Enable Click to SMS

You must first Enable Click to SMS in Chrome to see and use the SMS options, for either manual or automatic highlighting of phone numbers.

To do this:

Click on the 8x8 icon in your Chrome browser address bar, and select Enable Click to SMS.

Send a Message to a Highlighted Phone Number

If you've enabled the Web Dialer for Click to SMS, you'll be presented with Call via 8x8 and SMS via 8x8 options when clicking an automatically highlighted phone number.

Locate a phone number on your desired web page, and click on it.
Click the SMS via 8x8 icon.
8x8 Work for Desktop will open a messaging window directed to the phone number you clicked. From there you can compose and send your message.

Highlight and Send a Message to a Phone Number

To send an SMS message to a manually-highlighted phone number:

In the web page you are viewing, select to highlight the phone number you will send a message (do not click).
Right-click on the highlighted phone number and select 8x8 Web Dialer from the popup menu.
Select Message this number (8x8 Work) to initiate sending an SMS/text message through 8x8 Work for Desktop.
8x8 Work for Desktop will open a messaging window directed to the phone number you selected. From there you can compose and send your message.

Additional Information

Symptom

When attempting to download the Web Dialer extension for Safari, you receive a message that reads, "'8x8 Web Dialer' is no longer supported. You can find newer extensions reviewed by Apple in the App Store or Safari Extensions Gallery."

Applies To

Safari
8x8 Web Dialer

Cause

Safari blocks support for legacy extensions that come from outside the Safari Extensions Gallery.

Resolution

Use Google Chrome, and install the 8x8 Web Dialer extension from the Chrome Web Store.

Bullhorn

Objective

This guide will quickly show you how to install the 8x8 Work for Bullhorn integration.

Note: The installation process requires Bullhorn administrator access.

Please note: The 8x8 Work for Bullhorn integration is not a softphone!

Like all 8x8 Work integrations, the Bullhorn integration is effectively a convenient control panel for your 8x8 Work phone extension. It does not provide audio services.

So you must use one of the following together with the 8x8 Bullhorn integration:

8x8 desk phone

8x8 Work for Desktop

8x8 Work for Mobile

Applies To

8x8 Work
Bullhorn CRM

Procedure

These steps must be repeated for each of the four supported Bullhorn entity types, as needed:

Log in to Bullhorn as an administrator.
Navigate to Menu and then View Layout to open a new tab in Bullhorn. If it is not immediately visible upon opening the menu, check your sub-menus for this option.
Select one of the following four supported Bullhorn entity types from the Field Map Entity drop-down list:
- Contact
- Candidate
- Lead
- Opportunity
Click the Custom List Buttons tab.
Click Add New and fill out the following fields:
- Name: 8x8 Launcher
- URL: https://cloud8.8x8.com/mapanelweb/public/launcher/bullhorn.html?env=bullhorn&companel=vo
- User Types: Select the Bullhorn User Types who will require access the integration.
  - Note that your User Types will have different names than those shown in our screenshot, below.
Click Save.

Regarding User Types:

User Types is effectively a Bullhorn group permissions list. Any Bullhorn users who require access to the 8x8 integration must be members of one or more groups which the Bullhorn administrator must add to the User Types area.

The 8x8 Launcher link embedded in the object action bar will not appear, otherwise.

This is true for any link that the Bullhorn administrator chooses to add to the Bullhorn service using this method, regardless of whether or not the link is to the 8x8 integration.

Once completed, each assigned entity type should display the 8x8 Launcher icon. Refresh your browser tab if the icon does not appear.

Finally, users can click on 8x8 Launcher from any of the four entity types to launch the 8x8 communication panel.

Note about popup blocking: The 8x8 communication panel opens in its own floating window. Users should disable their browser popup blockers, or set them to allow popups from 8x8.com.

Troubleshooting Tips for Integration Users

8x8 Launcher

If the 8x8 Launcher link does not appear in a Bullhorn user's service area, verify the following to correct the issue:

The 8x8 Launcher link has been added to one of these four supported Bullhorn object types:
- Contact
- Candidate
- Lead
- Opportunity
The Bullhorn user who requires access to the 8x8 integration is a member of one or more Bullhorn groups which the Bullhorn administrator has added to the User Types area of the object layout configuration. Please see step 5 of the Procedure, above.

8x8 Communication Panel Authentication

When the 8x8 communication panel first appears, it should automatically connect to Bullhorn (retrieve a security token), which results in a new browser tab popping open for a few seconds and then closing.

If the comm panel is not in a Connected state, all searches performed during or outside of active calls will fail. This search ability is critical to recognizing phone numbers and automatically popping open associated Bullhorn objects, such as Contacts.

If your called or calling persons appear as Unknown in the comm panel, please check the following:

In the 8x8 comm panel, navigate to Settings (gear icon) > Integrations > Bullhorn.
1. Verify that the called/calling/searched phone number is associated with a supported Bullhorn object, such as Contact or Candidate.
2. Verify that the comm panel's connection status is Connected.
  1. If the status is Not connected, click on the blue Connect button.
  2. A new browser tab will open temporarily (if you are not blocking popups!), and will close after a few seconds.
  3. The connection status should then appear as Connected.
3. Verify that the proper Search Types are enabled (green). The comm panel will not be able to search any Bullhorn object in the Search Types list that is disabled (gray).

If you've checked all of the above and still experience issues, navigate in the comm panel to:
1. Settings (gear icon) > Advanced, and click Reset. This deletes your 8x8 comm panel's cached login session info.
2. Log back into the comm panel with your 8x8 credentials.
3. Verify the connection status of the comm panel again, as above.

Documentation

The online user guide for this integration, including installation and user instructions, can be found here:

8x8 Work for Bullhorn - User Help

Genesys

Objective

Get the Genesys Presence Webhook for 8x8.

Applies To

Genesys Presence Webhook for 8x8

Procedure

The Genesys presence webhook allows for Genesys Agents to see the current presence status of 8x8 users such as On call or Idle. Contact Genesys by starting at this Knowledge base article here. This will guide you in the steps to request the information from Genesys as well as how to contact 8x8 to enable the Genesys Webhook.

After completing step 1, contact your 8x8 sales representative.

Disclaimer

The Genesys presence webhook is a Genesys provided API that 8x8 will enable once Genesys has provided the information for your request. This information must be provided to 8x8 in order to enable the API.

Google

Overview

The 8x8 Web Dialer is an easy way to initiate calls from 8x8 Work for Desktop by clicking on a phone number on a web browser page.

Web Dialer automatically highlights most telephone numbers for you, turning them into clickable links. When a phone number is clicked, a call is dialed out through 8x8 Work for Desktop.

Other options are also available when manually highlighting a phone number:

Initiate a call through 8x8 Contact Center
Initiate sending an SMS/text message through 8x8 Work for Desktop

IMPORTANT Note Regarding Use of 8x8 SMS:

If you currently use or will use any 8x8 service to send SMS messages in any amount (even just one message), regardless of the purpose, you must register an "SMS Campaign" with 8x8.

If your business is not registered with The Campaign Registry, unregistered SMS/MMS will no longer be supported after March 31, 2023. Please see below for further details about registration.

Enabling SMS for an 8x8 user extension requires a registered SMS campaign.

See this article for more information: SMS Campaign Registration and Impact.

Applies To

8x8 Work for Desktop
8x8 Contact Center
Google Chrome Web Browser

Installation

Navigate to the 8x8 Web Dialer extension page in the Chrome Web Store.
Click Add to Chrome.
At the prompt, click Add Extension.
Once install is complete, refresh your open web pages to update any listed phone numbers.

Requirements and Restrictions

8x8 Work for Desktop is required to run in conjunction with Web Dialer.
Safari web browser is not supported.
Highlight and Call, or send an SMS message:
- Not all web sites will allow the Web Dialer extension to highlight phone numbers. However, Web Dialer has an alternative "highlight and call" method for initiating calls.
- With the latest Google Chrome version of the 8x8 Web Dialer (v2.1.0 and higher), you can quickly initiate a text message with a phone number. Note that 8x8 SMS functionality requires your company to register an SMS campaign and enable SMS per user, first.
- Please see this article for instructions: 8x8 Web Dialer: Initiate Calls and SMS messages from Web Browser Applications
Use of Web Dialer is not recommended in Salesforce when you are also using the 8x8 Work for Salesforce integration, as Web Dialer may interfere with Salesforce's native CTI click-to-dial functionality.
Web Dialer does not support single-click dialing in 8x8 Contact Center. Only the "highlight and call" method mentioned below is supported.
Currently when a Contact Center agent uses the "highlight and call" dialing method, two limitations will apply:
- The original web page that a call was launched from will redirect to the call-initiating HTML page. Clicking the back button in the web browser is required to return the agent to that page.
- Contact Center agents using the Web Dialer for initiating outbound calls will not be placed in Busy status. If they were Available before initiating the call, Available status will remain active for the duration of the call.

Important!

When you click on a phone number, your phone system will call your 8x8 phone extension.

You must answer that call to immediately complete the connection to the phone number you are trying to reach.

HubSpot

Question

What is 8x8 Work for Hubspot?

Applies To

Hubspot
$${vo}

Answer

HubSpot provides, among other things, a CRM application (customer relationship management). 8x8 provides phone integrations in HubSpot for both 8x8 Work and Contact Center. In addition to providing call controls, the integrations recognize calls to or from established Contacts in the CRM, and can store data from those calls into HubSpot service tickets.

Note: 8x8 integrations are not softphones, so they provide no audio services. They are effectively call control panels, and are required to work in conjunction with 8x8 Work for Desktop, Work for Mobile, or a desk phone, depending on the integration type and needs of the user.

Requirements & Limitations

Users must be granted sufficient access rights to authenticate the 8x8 integration. See 8x8 Work for Hubspot Integration: Minimum Required User Access Rights for Authenticating the 8x8 Integration .
Users must disable popup blocking for Hubspot to allow the 8x8 comm panel to open.
Users must disable blocking of third party cookies to allow the 8x8 comm panel to open.
At this time, the 8x8 Work and Contact Center integrations support only the Contact object recognition in HubSpot.
Only Google Chrome is supported.
The Chrome plugin 8x8 Work for Integrations (8x8 Work) must be installed on individual computers.
The integration appears only in a popout floating window.
The integration is not intended to work with multiple instances of Hubspot.
Click to Dial in Hubspot is not supported.

Additional Information

Objective

Hubspot requires that users have a minimum access level to their service in order to validate external applications, allowing them to access and store data in Hubspot.

This guide will show you the specific levels of Hubspot service access required per user to authenticate the 8x8 Work integration.

Note: Once a user has authenticated the 8x8 integration for use in Hubspot, any undesired access rights for that user can be revoked.

The user's initial authentication process only needs to be performed once. The integration will remain authenticated regardless of future user access rights in Hubspot.

Applies To

Hubspot
8x8 Work for Hubspot Integration
8x8 Contact Center for Hubspot Integration

Setting Minimum Access Requirements for Users

The changes in this section must be performed by a Hubspot Administrator.

To change the security properties of users:

Log into Hubspot as a Super Admin.
Click on the Settings gear icon
at the top-right of the screen.
In the navigation area at the left, go to Settings > Account Setup and click Users & Teams.
Select the individual Users or Teams that you'll be changing, and click Edit Permissions.
Edit the various permissions of your Users or Teams to allow them permission to install the 8x8 integration.
- Example screenshots are shown below as permissions guides.
Be sure to Save your changes.
Have your user(s) test the 8x8 integration installation to verify that it works.

Minimum Permission Settings

Note: If the suggested settings fail to provide the user with the ability to authorize the 8x8 integration, you may need to temporarily provide the user Super Admin access so they can do this.

The screenshots below may be used as guides. Note that the ability to Edit objects is critical, because the 8x8 integration performs object edits as part of it's functionality.

This is a complete listing of minimum object permissions which should allow users to install the integration:

This is a distilled access review of the above permissions:

This message will be displayed to a user when the installation fails for them:

And finally, this message will be displayed if the assigned permissions are adequate. The user should then click the agreement checkbox, and then click Connect app to complete their installation.

Note the various access permission levels that are listed. Access to object deletion is not really required:

Additional Information

Microsoft

Overview

The 8x8 Work for Office 365 meetings add-in for Microsoft Outlook 365 is an integration that gives you the ability to create meetings directly from your Microsoft Outlook 365 (online version) calendar's New Event.

Note: The add-in discussed in this article works only with the web-based Microsoft Office 365 application. Users who prefer Microsoft Outlook for Windows may download and install the 8x8 Work for Outlook integration, instead. Both applications can be installed and used without issue, even if you work between both types of Outlook.

Features

Create single instance meetings or recurring events
Available for use on macOS

Q & A

What's the difference between the Office 365 and the Microsoft Outlook add-ins?

8x8 Work for Office 365: This add-in is designed for the web browser version of Microsoft Outlook.
8x8 Work for Outlook: This add-in is designed for the Microsoft Outlook application installed on a Microsoft Windows-based PC.

How do I install the 8x8 Work for Office 365 meetings add-in?

Please see the following article for installation instructions:

Do I need to install both types of Outlook add-ins?

You would only need to install both add-ins if you plan to use both Microsoft Outlook for Windows and Microsoft Outlook 365 (online).

The 8x8 Work for Office 365 meetings add-in functions only in Outlook 365 (online).
The 8x8 Work for Outlook is designed for users of Windows-installed Outlook, who may not have Office 365 (online) or a Microsoft Exchange-based email service. It can be downloaded from Download 8x8 Work for Outlook .

Would I be able to edit all meetings in both types of Outlook?

Yes. As long as you are logged into the same 8x8 user profile in both the Windows and web versions of Outlook, you can view, add, change, and delete the same meetings in either one. All changes made in one will be reproduced in the other, because you are using the same calendar.

Objective

The 8x8 Work for Office 365 meetings add-in gives standalone users the ability to create and share meetings directly in Microsoft Outlook 365 (cloud).

This guide will show users of a how to quickly install the add-in. This guide is intended specifically for users of Microsoft 365 accounts which are not managed by a Microsoft 365 service administrator. If your Microsoft Office applications are centrally managed by your IT service or other administrator, see 8x8 Work for Office 365: Meetings Add-In Installation Instructions for Users and Administrators .

Applies To

8x8 Work for Office 365
Microsoft 365
Standalone Microsoft Outlook 365 (Cloud) accounts

Install the 8x8 Work for Office 365 Add-In

First, log in to Outlook at https://outlook.live.com.
Navigate to your Outlook Calendar by clicking on the Calendar icon at the bottom-left of the screen
In Calendar, click New event at the top-left, or double-click on a day of your choosing
In the New event action ribbon at the top, click on the More actions ellipsis and select Get Add-ins.
In Add-Ins for Outlook, search for 8x8 and click on 8x8 Work for Office 365. Note: The 8x8 Work for Office 365 add-in can also be found in the Microsoft AppSource market
In 8x8 Work for Office 365, click Add
You should receive confirmation that the add-in is installed. Note: The 8x8 add-in is automatically pinned to the New event ribbon. You can change this by clicking Unpin add-in, which forces the 8x8 add-in to be stored in the More actions menu, instead.
Click on the X to close the confirmation window.

Using the 8x8 Work for Office 365 Add-In

Log in to Outlook at https://outlook.live.com.
Navigate to your Outlook Calendar by clicking on the Calendar icon at the bottom-left of the screen.
In Calendar, click New event at the top-left, or double-click on a day of your choosing.
Click on the 8x8 Work icon to display the 8x8 login prompt.
Click Login with 8x8 and supply your 8x8 user credentials (ID and password). Note: A new web browser tab will open requesting your 8x8 user ID and password. That tab will disappear once your 8x8 credentials have been validated
Once you're logged in, you can click Add 8x8 Meeting to insert new 8x8 meeting information into your new calendar event (see the screenshot at the top of this page).
You can then add attendees to your new 8x8 meeting and send it to them.
Finally, you can join your meeting at any time by opening the calendar item and clicking Join 8x8 Meeting.

Objective

The 8x8 Work for Office 365 meetings add-in gives users the ability to create and share meetings directly in Microsoft Outlook 365 (online).

This guide will show:

Users: How to install the deployed add-in , if needed.
Administrators: How to deploy the add-in to users.

Note to end users: This guide is specifically intended for users of Microsoft 365 accounts which are centrally managed by a Microsoft 365 service administrator. In this case, a Microsoft 365 administrator must deploy the 8x8 Work for Office 365 meetings add-in for their end users to see or install it.

If your Microsoft Office applications are not centrally managed by your IT service or other administrator, see 8x8 Work for Office 365: Meetings Add-In Installation for Standalone Outlook Users .

Applies To

Installation

For Users

If the add-in was automatically deployed to users by a Microsoft 365 administrator, the 8x8 Work icon

will already appear in the top ribbon of a New event in the Outlook Calendar.

If the 8x8 Work icon does not appear in the calendar New event ribbon, click on the More actions ellipsis

in the ribbon to see if the add-in is displayed there. If you don't see it, then the add-in will need to be installed.

If you don't see the 8x8 Work icon

in the Calendar > New event action ribbon or in the More actions menu (

), and it cannot be installed from the Add-Ins for Outlook marketplace, please contact your IT department or Microsoft 365 administrator to have the add-in deployed.

User Install of the Add-In

If an administrator has made the add-in Available for users, rather than forcing it to install automatically, then users must install the add-in themselves.

For Administrators: Deployment

For managed Microsoft 365 accounts, this add-in must be deployed to users by a Microsoft 365 account administrator.

8x8 Work for Office 365
Microsoft 365
Microsoft Outlook 365 (Online version)
Microsoft accounts that are centrally managed by a Microsoft 365 administrator

Log in to Outlook 365 at https://outlook.office365.com.
In Calendar, click New event.
Click on the More actions ellipsis
in the New event ribbon and select Get Add-ins.
In Add-Ins for Outlook, search for 8x8 and click on 8x8 Work for Office 365.
In 8x8 Work for Office 365, click Add.
You should receive confirmation that the add-in is installed. Click on the X to close the confirmation window.
- The 8x8 add-in is automatically pinned to the New event ribbon. You can change this by clicking Unpin add-in, which forces the 8x8 add-in to be stored in the More actions menu (
  ), instead.
Click on the 8x8 Work icon
to display the 8x8 login prompt.
Click Login with 8x8 and supply your 8x8 user credentials (ID and password).
Finally, once you're logged in, you can click Add 8x8 Meeting to insert new 8x8 meeting information into your new calendar event (see the screenshot at the top of this page). You can then add users to your new event and send it to them.
Log into the Microsoft 365 admin center at https://admin.microsoft.com.
In the Microsoft 365 admin center, navigate to Settings > Add-Ins.
Click Deploy Add-In, then click Next.
Click Choose from the Store.
In Select add-in, search for 8x8.
Click Add for 8x8 Work for Office 365, and then click Continue at the prompt.
In Configure add-in > Assign Users, choose your preferred option for granting users access to the 8x8 Work add-in.
In Deployment Method, select your preferred option to deploy the application to Assigned Users.
- If either the Fixed or Optional options are selected, users will automatically have access to the 8x8 Work add-in.
- If the Available option is selected, users must install the 8x8 Work add-in, themselves.
When you're ready, click Deploy.
Click Next and then Close.

Note: According to Microsoft, it can take up to 12 hours before the assigned users will be able to see and access the newly deployed add-in.

The 8x8 Work for Office 365 add-in should now appear in the admin center's Settings > Add-Ins list. Users should now either see the new add-in, or can install it themselves using the Get Add-Ins option in the Outlook New Event ribbon.
Finally, be sure to let your users know that the add-in is now available to them, as appropriate.

Overview

The 8x8 Work for Microsoft Outlook integration allows you to schedule 8x8 meetings in your Outlook client for Windows.

What's New?

Fixed an issue where the message, "This implementation is not part of the Windows Platform FIPS" displays when the FIPS algorithm policy is enabled on a Windows machine.

Requirements & Limitations

8x8 Work integration for Outlook requires:

Microsoft Windows 7 or newer
Outlook 2007 for PC or newer
Microsoft .NET Framework 4.0
8x8 Meet or 8x8 Work for Desktop
Requires login to an 8x8 Work extension
8x8 Work for Desktop does not sync both ways with Outlook. For example, if you organize an 8x8 meeting in Outlook, it syncs with 8x8 Work for Desktop, but you are not allowed to modify that same meeting in 8x8 Work for Desktop; the Outlook calendar will not be in sync.

Tip: The application available on this page is for use on Windows devices only. macOS users with Microsoft Office 365 can use the 8x8 Work for Office 365: Meetings Add-in for Outlook 365.

Documentation

8x8 Work Integration for Microsoft Web Help

Downloads

8x8 Work for Outlook EXE (for end-user installation)
8x8 Work for Outlook MSI (for IT installations)
8x8 Work for Outlook x86/32 bit MSI
Download 8x8 Work for Outlook Click to Call Plugin
Download 8x8 Work for Desktop

Last updated: 5/20/2024

Version: 6.0.9

By clicking to download above, you acknowledge and accept the 8x8 Terms of Use and (where applicable) the 8x8 Beta Services Terms of Use.

Description

The 8x8 Work for Outlook Click to Call plugin allows you to click phone numbers in Microsoft Outlook to call your contacts using 8x8 Work for Desktop. To do this, it adds the option to Call with 8x8 on your email recipients and contacts.

Download

To install: Download the .zip file, extract it to a folder, and double-click to run the .msi installation file.

8x8 Outlook Click to Call Plugin

Additional Information

For instructions on using the plugin, see 8x8 Work for Outlook: How to use the Click to Call Plugin.

Overview

Microsoft Teams is a unified communication and collaboration platform that combines phone service, workplace chat, video meetings, file storage, and application integration.

8x8 Voice for Microsoft Teams is a cloud-based PBX-to-PBX integration with Microsoft Phone System, which creates a seamless, behind-the-scenes integration of 8x8 Work phone service into Microsoft Teams.

In essence, the Voice for Teams service provides enterprise-grade telephony and global PSTN connectivity to customers who want to retain Microsoft Teams as their sole collaboration interface.

Teams user logged in to the 8x8 Voice for Microsoft Teams App:

Applies To

Microsoft Teams
Microsoft 365
8x8 Voice for Teams
X Series (including Metered and Pro migration licenses)
8x8 Work
8x8 Admin Console
Contact Center

How It Works

The 8x8 telephony service essentially replaces existing or potential voice service offered by Microsoft Teams.

When the setup is completed, Microsoft Teams devices are registered as SIP devices, just like a desk phone. The required phone extension and user information is synchronized from 8x8 to the Microsoft Teams environment, and the user's 8x8 phone number will appear in Teams devices.

So when a Teams user makes or receives phone calls using a Teams client or device, the calls are transparently handled by the 8x8 phone service. The end user will probably not even be aware that they are using 8x8 unless they're told about it.

Supported Devices

8x8 desk phones are not required, but are supported. Customer 8x8 PBXs handle 8x8 desk phones directly, rather than through the Microsoft Teams infrastructure.

All other devices and clients typically supported by Microsoft Teams are also supported by 8x8 Voice for Teams. So in the event of service issues with Microsoft 365 services or Teams specifically, any assigned 8x8 desk phone would still continue to work.

Obtaining 8x8 Voice for Microsoft Teams Service

Requests for the 8x8 Voice for Microsoft Teams service must be directed to 8x8 Sales representatives or Partners.

8x8 Contact Center for Microsoft Teams

8x8 Contact Center is solution certified for Microsoft Teams. To configure 8x8 Contact Center for Microsoft Teams, agents must have an applicable X Series license for Contact Center in addition to 8x8 licenses required for Voice for Teams.

Once the required licenses are assigned, the agent will then need to ensure that their Workplace Number in Agent Workspace matches their 8x8 Voice for Microsoft Teams number.

Important Notes

Only 8x8 X Series (including Metered and Pro migration licenses) are supported.
8x8 Contact Center
- Contact Center is supported, but requires use of the AGUI. The Microsoft Teams dialpad will display call activity of the associated 8x8 Work extension.
- Auto Answer:
  - Persistent: Auto Answer is supported (since call on Teams is already answered). Be aware that Persistent mode will make the user look busy in Teams for the duration of Contact Center login.
  - Non Persistent: Teams Auto Answer is not supported.
- Contact Center Directory will show 8x8 hookstate for Teams users (will not reflect internal teams status).
- Contact Center Chat to Teams Chat is not supported.
8x8 Work for Desktop is generally not recommended for simultaneous use with Microsoft Teams. However, it can be enabled by a service administrator, such as in the event of Microsoft service issues.
Microsoft's Phone System License is required per user for the Teams dial pad to be visible. There are various sets of Microsoft licensing (per user) which can be applied to use 8x8 Voice for Microsoft Teams:
- EITHER: Microsoft 365 E5 License (Microsoft Phone System license included).
- OR: Microsoft 365 Business Basic, Standard, or Premium, and Teams Phone Standard (which includes Microsoft Phone System).
- OR: Microsoft 365 E1, E3, or A1/G1, A3/G3 license and Teams Phone Standard (which includes Microsoft Phone System).
Microsoft Teams Voicemail: It's recommended that Microsoft's implementation of voicemail in Teams be disabled, especially when agents are assigned to 8x8 Work ring groups and call queues. In this case, to avoid calls routing to voicemail instead of an available agent, Call Waiting should also not be disabled at the user extension level.
Microsoft Azure is supported as an Identity Provider in the 8x8 Admin Console. Azure SCIM / sync is also supported with an Azure AD App Gallery application for 8x8. This means that Microsoft 365 administrators can push new user creation from Azure AD to the 8x8 Admin Console, which can then be synced to Teams via the 8x8 Voice for Teams Admin Portal.
Initial sync of new Voice for Teams users can take up to seventy-two hours for Microsoft to complete, due to general service impact experienced by Microsoft 365 services—this is not an issue on the 8x8 side. The Microsoft Teams dial pad will appear for users only after sync has been completed. Note that this applies to ALL sync activity between 8x8 and Microsoft Teams, so any subsequent change made to a user in 8x8 Admin Console will require time to sync to Teams.
Microsoft does not support Islands Mode for Direct Routing (such as 8x8 Voice for Microsoft Teams), so if your Microsoft Teams tenant is currently in Islands Mode, it must be migrated to Teams Only mode to work with the 8x8 service. See the following article for details: Voice for Teams: Teams Migration from Islands Mode to Teams Only Mode.

Additional Information

8x8 Voice for Microsoft Teams Guide for Administrators

Objective

This guide will show you the basic features and use of the 8x8 Work for Outlook Click to Call Plugin.

Note:

This plugin is for users of the Windows-installed PC version of Outlook. It will not work with cloud versions of Outlook.

This plugin requires that the user install and be logged into 8x8 Work for Desktop.

Text-formatted emails are not supported. HTML-based email is required.

Applies To

Microsoft Outlook for Windows
8x8 Work for Outlook Click to Call Plugin
8x8 Work for Desktop

Procedure

There are three basic ways to initiate a call from Microsoft Outlook using this plugin.

Once you click to make your call using any of these methods, 8x8 Work for Desktop will respond according the settings you've applied to it.

Click on a phone number in an email

Calls can be initiated by clicking on phone numbers in an opened email, or from the Outlook reading pane.

Call from the sender context menu in email

Right-click on the email sender's name to open the context menu, and select Call with 8x8.
This requires that the sender already be listed in your Contacts, and that a phone number is assigned in that contact.

Call from the context menu in People (Contacts)

In Outlook People, right-click on a contact name to open the context menu, and select Call with 8x8.
Note that phone numbers to the right of the contact list are not clickable.

Download the Plugin

Download 8x8 Work for Outlook Click to Call Plugin

Microsoft Outlook

Microsoft has two primary versions of Outlook. 8x8 has integrated ease-of-use features into both types of Outlook.

Microsoft Outlook for Windows

8x8 offers two add-ins for Microsoft Outlook for Windows. These are installed directly onto your Windows PC, and operate only in the PC-installed version of Microsoft Outlook.

8x8 Work for Microsoft Outlook (Meetings add-in)

This add-in for Microsoft Outlook allows you to add 8x8 meeting information to your new Outlook meeting request.

Download 8x8 Work for Outlook

When you add an 8x8 meeting to your Outlook meeting request, the sender and recipients can join the meeting by clicking on the 8x8 ribbon icon, or by clicking on Join the meeting. You can also call into the meeting by phone.

8x8 Work for Outlook Click to Call Add-in

The Click to Call add-in for Microsoft Outlook allows you to click on specific items in Outlook to initiate phone calls through the 8x8 Work for Desktop app. You can:

Click on a phone number in an email
Call from the sender context menu in email
Call from the context menu in People (Contacts)

More Information

Microsoft Outlook 365

This is an 8x8 Meetings integration designed to operate in Microsoft Outlook 365 (cloud). It must be provisioned in Office 365 by a Microsoft 365 administrator.

Please see:

Example: Calendar item for Outlook 365

Objective

If you are migrating your Microsoft Teams service from Islands mode to Teams Only mode, follow the procedure below to address the 8x8 domains assigned to your 8x8 Voice for Microsoft Teams service.

Islands Mode in Microsoft services is a method of isolating Skype for Business communication from Microsoft Teams communication, so that users can effectively use or test both services.

Microsoft no longer supports Islands mode for Teams Direct Routing (such as 8x8 Voice for Microsoft Teams).

So it is not possible to migrate to Teams Only mode with the Direct Routing service domains activated. Microsoft will test currently applied domains, and will fail the migration process if the Direct Routing domains are present.

Note that 8x8 does not provide support for the Teams Only migration process within Microsoft 365.

The procedure in this article covers only the steps required regarding the 8x8 Voice for Microsoft Teams (Direct Routing) service domains.

See the following Microsoft articles for reference:

Important: The process below is service-affecting and will result in the inability to make and receive calls while the move is taking place.

Due to the unpredictable nature of Microsoft's activation, this process may take time, so is best performed during off-peak time where a change-window of several hours is available.

Applies To

8x8 Voice for Microsoft Teams
Microsoft Teams
Islands Mode > Teams Only Migration

Procedure

To complete this task, you must follow the process below, in this order:

Disable the 8x8 Voice for Teams sync process

Log into the 8x8 Voice for Teams admin portal.
Navigate to Services > Teams.
Click Disable Sync.
Click OK to confirm.

You should receive a confirmation banner stating that sync has been disabled, and the Disable Sync button should change to Enable Sync.

Delete your 8x8 domains from the Microsoft 365 Admin center

In the Microsoft 365 Admin center, delete all 8x8 domains associated with the 8x8 Voice for Teams service:

Log into the Microsoft 365 admin center.
Navigate to Settings > Domains.
Individually select each msteams.8x8.com domain, click Remove domain, and confirm the deletion.

Perform your Teams Only migration from Islands mode

For more information, see Microsoft's technical articles on this subject:
- Understand Microsoft Teams and Skype for Business coexistence and interoperability
- Coexistence modes - Reference

Re-enable 8x8 Voice for Teams Sync

Important: You must have a Microsoft user license available for domain re-activation!

If at least one user license is not available when you re-activate sync from the 8x8 Voice for Teams admin portal, sync will fail and you'll receive an error message in the sync log.

Office 365 Domain Activation for Voice
Unable to activate domains for voice on Office 365 because no spare licences were found. A spare licence is required for automated activation. Sync again once there is a spare licence available.

Return to the 8x8 Voice for Teams admin portal.
Navigate to Services > Teams.
Click Enable Sync. Supply your Microsoft admin credentials if requested.
Once the 8x8 admin portal sync is completed, return to Microsoft 365 admin center in Settings > Domains and verify that the 8x8 Voice for Microsoft Teams domains have been re-added.
- Note that the 8x8 domains will be marked with a Status of Incomplete setup. This is normal, and has no impact on the operation of the service.

As stated above, remember that due to the unpredictable nature of Microsoft's activation, it can take significant time (1 to 72 hours) for inbound and outbound calling functionality to return to normal.

Microsoft Dynamics

Overview

Microsoft Dynamics is a Customer Relationship Management (CRM) application, similar to Salesforce, NetSuite, or Bullhorn.

8x8 Work and 8x8 Contact Center users can integrate their phone service with Microsoft Dynamics.

IMPORTANT: On November 2, 2023 the Microsoft Dynamics Contact Center Integration App (formerly MAPanel) will be permanently upgraded to the latest version.

See the online help guides linked below for configuration and use instructions.

Applies To

8x8 Work (formerly VO)
8x8 Contact Center (formerly VCC)
Microsoft Dynamics
Email in External CRM for Microsoft Dynamics

Contact Center App Email-in-Case Support

On August 31, 2023, we updated our 8x8 Contact Center Integration for Microsoft Dynamics to v0.3.7, which provides support for new Email in External CRM functionality:

Agents can now receive, reply to, and create new emails within the Contact Center App.
All email interactions are handled through the Contact Center App, and are stored into Microsoft Dynamics cases.
Each leg of an email "chain" or conversation sent to or from the Contact Center App will automatically be stored in its appropriate case.
A new email chain will open a new case, to which all related email replies and responses will be added.

Requirements for Email in External CRM

To use this feature, the following are required:

8x8 Integration for Microsoft Dynamics v0.3.7: This must either be newly installed, or must be updated from a previous version if the integration is already installed.
The latest version of the Contact Center App interface, which is available when you install integration v0.3.7.
Installation instructions are detailed in our Administrator's Guide.
Agent usage instructions are detailed in our User's Guide.

Localization Support

8x8 Integration with Microsoft Dynamics is currently available in:

United States
United Kingdom
Australia
New Zealand (ANZ)
Republic of Ireland
Belgium
Austria
Netherlands
Canada
France

Requirements and Limitations

The integration must be installed by a Microsoft 365 service administrator.
The required licensing level for Microsoft Dynamics is Enterprise or higher.
Currently we support the following Dynamics services:
- Dynamics 365 Sales
- Dynamics 365 Customer Service
Microsoft Dynamics CRM on-premises installations such as Microsoft Dynamics 365 Customer Engagement are not supported.
Only PC web browsers are officially supported: Chrome, Firefox, Safari, and Edge
Use of Google Chrome is highly recommended.
Single Sign-On (SSO):
- SSO is supported as of January 2023, although automatic login is not.
- SSO requires configuration between Microsoft Azure and 8x8 Admin Console.
The integration can only be launched in a floating window.
Supported Microsoft Dynamics objects:
- Account
- Contact
- Lead (default is Off, must be enabled by agent)
- Case (default is Off, must be enabled by agent)
- Activity (used for auto call log generation purposes)
Automatic prompt for new object creation (Contact, Account, Lead) is not supported.
Sandbox environment is supported. There is no specific configuration required for sandbox. However, according to Microsoft you must select Enable Dynamics 365 apps at the time of database provisioning, or you will receive an error when attempting to install applications such as the 8x8 integration. See this Microsoft article for details.

Note: Microsoft Dynamics Professional licensing is currently not supported. However, we are working to implement compatibility for this licensing level. At this time there is no ETA.

Documentation

See the following online guides for installation and use instructions:

8x8 Integration for Microsoft Dynamics for Administrators (Supports both 8x8 Contact Center and 8x8 Work)
8x8 Contact Center for Microsoft Dynamics for Agents
8x8 Work for Microsoft Dynamics: Agent Guide

Symptom

When using the 8x8 integration for Microsoft Dynamics, the contact pop-up opens in the wrong Microsoft Dynamics Environment.

For example, you are trying to use your production Microsoft Dynamics environment. However, the pop-up opens in your development sandbox Microsoft Dynamics environment.

Applies To

8x8 for Microsoft Dynamics

Resolution

Log out and log back in to Dynamics, ensuring to log in to only one Microsoft Dynamics Environment.

In addition, you may also need to clear your browser's cache and cookies if the issue persists.

Cause

The 8x8 integration for Microsoft Dynamics does not support multiple sessions at the same time.

NetSuite

Overview

This quick guide provides basic instruction for installing the 8x8 Work for NetSuite integration version 3.1.

Note: See below for links to our complete online guides, including 8x8 Contact Center.

8x8 integrations are not softphones, so they do not provide audio services. All 8x8 integrations must be used in conjunction with an 8x8 deskphone, 8x8 Work for Desktop, or 8x8 Work for Mobile.

What's Covered

Install the 8x8 Integration for NetSuite

Log in to your NetSuite administrator account.
Navigate to Customization > SuiteBundler > Search & Install Bundles.
Search for the Keyword 8x8.
Click on 8x8 for NetSuite (bundle ID 313961).
Click Install.
Click Install Bundle and then click OK. The installation may take several minutes.

Enable and Configure the Telephony Feature

The 8x8 NetSuite Integration configuration requires that the Telephony category be visible under Home > Set Preferences.

If the Telephony category is not visible, follow these steps:

Log in to your NetSuite administrator account.
Go to Setup > Company > Enable Features.
In the Integration Add-Ons section, check Telephony Integration.
Click Save.

Set Up the Click-to-Dial Feature in NetSuite

Click-to-Dial allows users to click on a phone number from within NetSuite to initiate an outbound call.

Navigate to Home > Set Preferences > Telephony.
Set the Telephony Option to CTI.
In the CTI URL field, erase any current information and add the following URL:
- https://cloud8.8x8.com/mapanelweb/public/launcher/click2dial.html?phone={phone}
Prefix to dial out = 1
Click Save.

Phone numbers within NetSuite can now be clicked to initiate an outbound call.

Important: When initiating outbound calls by click or by dialing from the 8x8 communication panel, the 8x8 Work phone extension will ring first. Answer that extension call, and your outbound call will automatically be connected to its destination.

Configure a Custom Portlet

Each individual user must perform this configuration.

Each individual user must configure a custom portlet to see the integration communication panel.

Log in to your NetSuite account.
Go to Home > Personalize.
From the Personalize Dashboard, click on Custom Portlet to add it to the Home page.
From the portlet's Setup menu (three vertical dots), select Set Up.
From the Custom Content > Source list, select 8x8 for NetSuite.
Click Save.
You can now click on Click here to open 8x8 panel to launch the floating 8x8 communication panel.

Documentation

Complete online guides are linked here:

Salesforce

Objective

This guide will show you how to install Salesforce Integration v3.2 for 8x8 Work and Contact Center for Salesforce Lightning.

There are four primary steps in this process:

Install the Salesforce Integration Package
Edit the New Call Center to Enable it for 8x8 Work or Contact Center or Both
Add Salesforce Users to the New Call Center
Configure the Salesforce Lightning Utility Bar

If you currently have v3.1 of the integration installed, you can upgrade to v3.2.

Notes:

The 8x8 Salesforce integration is not a softphone, and so it provides no audio services. It is effectively a control panel and is required to work in conjunction with 8x8 Work for Desktop, 8x8 Work for Mobile, or a desk phone.
Disable popup blocking for 8x8 applications in your web browser. This integration will be affected by popup blocking in both Classic and Lightning modes.
Third-party cookies must be allowed for the 8x8 communication panel to work.
Google Chrome is the officially recommended and supported web browser for all 8x8 voice integrations.
8x8 integration with Salesforce is currently available in the United States, the United Kingdom, Republic of Ireland, Australia and New Zealand.

Applies To

8x8 Work
8x8 Contact Center
Salesforce

Procedure

Clarification: You'll see reference to two version numbers during the installation process. Note that they are the same thing:

Version 1.2 refers to the application version as listed in Salesforce Installed Packages.
Version 3.2 refers only to 8x8's internal version numbering of the integration.

Upgrade

If you currently have v3.1 of the integration installed, you can upgrade to v3.2. You do not need to remove the previous installed package, and your current Call Center configuration will be preserved.

Install the v3.2 package linked below.
Select Install for All Users.
Click Upgrade, and then click Done when the upgrade is complete.
If your users experience issues at this point:
1. Remove the Open CTI Softphone from your Salesforce app's Salesforce Lightning Utility Bar and click Save.
2. Re-add the Open CTI Softphone and click Save.
3. Have your users close and restart their Salesforce.

Install the 8x8 v3.2 Integration Package into Salesforce

Log in to Salesforce as an administrator.
The integration can be installed from the Salesforce AppExchange. However, you can click the appropriate link below to immediately begin the installation process for your Production or Sandbox environments:
- Install in Production
- Install in Sandbox
Select Install for All Users, click the acknowledgement check box, and click Install.
- If instead you choose to Install for Admins Only, you will need to re-install the integration again later for non-administrator users.
- Users will only see the integration communication panel if they have been added to the 8x8 call center in Salesforce, which is installed with the integration. Users must be added to the call center manually, by an admin.
Click Done to complete the package installation.
Salesforce should automatically display the installed package. If not, click the Setup icon at the top-right and select Setup.
Then search for and click Installed Packages.
Verify that package 8x8integrations is installed, and proceed to the next step.
- Note that the Version Number will display 1.2.

Configuring the Call Center for 8x8 Work, Contact Center, or Both

The following topics are addressed, below:

Call Center Configuration for 8x8 Work

To configure your call center only for 8x8 Work:

After installing the 8x8 integration package, navigate to Call Centers.
Click on Edit to the left of the name 8x8 Integration I3.
Clear the CTI Adapter URL field of any text, and add the appropriate URL from the table below.

8x8 Login	8x8 Work CTI Adapter URL
SSO Enabled Production	Apply this URL if you do want your users in this specific Salesforce call center to be automatically logged into the 8x8 communication panel when they log into Salesforce. https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?companel=vo&env=salesforce&ssoMode=true See the note below for further required steps to implement this option.
SSO Disabled Production	Apply this URL if you do not want your users in this specific Salesforce call center to be automatically logged into the 8x8 communication panel when they log into Salesforce. https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?companel=vo&env=salesforce&ssoMode=false
Sandbox	Apply this URL if you are testing the integration in your Salesforce sandbox environment. https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?env=salesforce&companel=vo&sandbox=true

Click Save.
Continue to the section, below: Add Salesforce Users to the Call Center.

Important Note about 8x8 SSO Login

Enabling 8x8 SSO login requires additional per-agent setup in 8x8 Admin Console, or 8x8 Account Manager (if your service is still on that legacy platform).

When properly enabled, 8x8 SSO automatically logs all members of a configured Salesforce call center into the 8x8 communication panel when they log into Salesforce.

If 8x8 SSO is disabled, then all members of a configured Salesforce call center must log in to the communication panel using their 8x8 credentials.

Instructions for configuring 8x8 Single Sign On for the 8x8 Work and Contact Center integration for Salesforce can be found in Configure Salesforce SSO for Admin Console.

CTI Adapter URL suffix to alter No Matched Records object pop behavior

By default, calls to and from phone numbers that do not match a supported object in Salesforce will pop a new Salesforce Case template.

You can change the template pop type for users in your call center by appending one of the following suffixes to the call center CTI Adapter URL:

Account: &shareableremix=sfaccount
Contact: &shareableremix=sfcontact
Lead: &shareableremix=sflead
Opportunity: &shareableremix=sfopportunity

Note:

This feature is compatible only with Salesforce Lightning mode.
8x8 Contact Center also supports this configuration in the call center.
Also, the caller ID phone number will be automatically populated into the new object template's Phone field.
Salesforce users should log out of and back into Salesforce to ensure that the change is effective.

Important:

Implementing this feature in your call center CTI Adapter URL will disable the user's ability to change call pop settings in the the communication panel, in the Settings (gear) > Integrations > Salesforce > Settings menu.

To maintain user access to these settings and also pop the desired blank object template (other than New Case) when a caller is not recognized, contact your 8x8 Sales manager to request a customization to your integration through our Professional Services.

Example:

Here, we've added the Contact suffix to the CTI Adapter URL:

This forces a New Contact template to pop for an unknown called/calling person, instead of a new Case:

Call Center Configuration for 8x8 Contact Center

To configure your call center only for 8x8 Contact Center:

To begin, navigate to Setup > Call Centers.
Click Edit to the left of the 8x8 Integration I3.
Clear the CTI Adapter URL field of any text.
For configuring only Contact Center:
- Edit only the CTI Adapter URL, and add the URL format from the table below.
For configuring Call Center for both 8x8 Work and Contact Center, edit the following:
- InternalName: VCCI3
- DIsplayName: 8x8 Integration I3 VCC
- CTI Adapter URL: Add the appropriate URL from the CTI Adapter URL (Contact Center) table below. Replace the X in naX with the specific tenant cluster number assigned to your service. Note: You can also get the cluster URL your tenant is hosted on by looking at the browser URL once you log in to Agent Workspace or Configuration Manager, such as “na12” in https://vcc-na12b.8x8.com. If there is a letter following the number in the URL such as na12b, ignore it, and simply use na12.
Click Save.
Continue to Add Salesforce Users to the Call Center.

Tenant	Contact Center CTI Adapter URL	Example
8x8 SSO Enabled Salesforce production for 8x8 Unified Login with 8x8 Work tenants	https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?env=salesforce&companel=vcc&vccmode=3&vccDomain=https://sso.8x8.com/login/vcc-naX&ssoMode=true	https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?env=salesforce&companel=vcc&vccmode=3&vccDomain=https://sso.8x8.com/login/vcc-na1&ssoMode=true
8x8 SSO Disabled Salesforce production for 8x8 Unified Login with 8x8 Work tenants	https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?env=salesforce&companel=vcc&vccmode=3&vccDomain=https://sso.8x8.com/login/vcc-naX	https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?env=salesforce&companel=vcc&vccmode=3&vccDomain=https://sso.8x8.com/login/vcc-na1
Sandbox	https://cloud8.8x8.com/<wbr>mapanelweb/public/launcher/<wbr>salesforce.html?env=<wbr>salesforce&companel=vcc&<wbr>vccDomain=https://sso.8x8.com/<wbr>login/vcc-naX&sandbox=true&<wbr>ssoMode=false	https://cloud8.8x8.com/<wbr>mapanelweb/public/launcher/<wbr>salesforce.html?env=<wbr>salesforce&companel=vcc&<wbr>vccDomain=https://sso.8x8.com/<wbr>login/vcc-na1&sandbox=true&<wbr>ssoMode=false

Important:

See the following articles for instruction on implementing the 8x8 Contact Center App v2.0 CTI URL:

See the section linked here for information about CTI Adapter URL suffix to alter No Matched Records object pop behavior.

8x8 SSO Login

Enabling 8x8 SSO login requires additional per-agent setup in 8x8 Admin Console.

When properly enabled, 8x8 SSO automatically logs in all members of a configured Salesforce call center to the 8x8 communication panel when they log into Salesforce.

If 8x8 SSO is disabled, then all members of a configured Salesforce call center must log in to the communication panel using their 8x8 credentials.

Instructions for configuring 8x8 Single Sign On for the 8x8 Work and Contact Center integration for Salesforce can be found in Configure Salesforce SSO for Admin Console.

Call Center Configuration for Both 8x8 Work and Contact Center

To allow for use of both 8x8 Work and Contact Center in a single Salesforce organization, you must have a separate Salesforce call center for each product.

To copy and configure your original installed call center:

Navigate to Salesforce Setup > Call Centers.
Click on the name of the 8x8 Integration I3 call center (do not click Edit).
Click Clone.
Enter the following info to the newly cloned call center:
- InternalName: VOI3
- DIsplayName: 8x8 Integration I3 VO
- CTI Adapter URL: Follow the Call Center for 8x8 Work setup.
Click Save.
Continue to Add Salesforce Users to the Call Center.

Add Salesforce Users to the Call Center

Your Salesforce users must be added to an 8x8 call center for them to see their 8x8 communication panel.

Note: Salesforce limits individual user assignments to one call center at a time.

To begin, navigate to Setup > Call Centers.
Click on the Name of the call center you would like to add users to (do not click Edit).
Scroll down (if needed) and click Manage Call Center Users.
Click Add More Users.
In Search for More Users, click Find to see a list of all available/unassigned users. You can also use filters to narrow your search as needed.
Select the users who will have access to the 8x8 integration, then click Add to Call Center.
Your Salesforce users can now click on their Home tab to log into and use the 8x8 Salesforce Integration.
Continue to Configure the Salesforce Lightning Utility Bar, which is required for use of the integration in Lightning mode.

Configure the Salesforce Lightning Utility Bar

This step is also performed by the Salesforce administrator, and adds a Phone button to the Lightning Utility Bar. This allows users to pop up and use the embedded 8x8 communication panel.

Note: The integration supports general Salesforce application such as Sales. The Sales Console for Lightning and the Service Console for Lightning are also supported, but must be purchased from Salesforce.

In Salesforce Lightning at the top-right, click the Setup icon and select Setup.
Search for and click App Manager.
The 8x8 integration supports all of the following Salesforce Lightning applications. Repeat the configuration steps below to add it to the Utility Bar of these applications, as needed:
- Sales
- Sales Console
- Service Console
Click the drop-down arrow in the row of the Lightning app you're adding the 8x8 integration to, and select Edit.
In the Lightning App Builder, click Utility Items.
Click Add Utility Item and select Open CTI Softphone.
If desired, you can change the Label of the item as it will appear on the Utility Bar. Leave all other settings as they are.
Click Save at the bottom of the screen.
At the top-right of the screen, click the Back button. This will return you to the Setup Home tab.
At the top-left of the screen, click the App Launcher icon.
Click to launch the Lightning app you've added the 8x8 integration to.
When users log in to Salesforce, the Phone button should now appear in the Utility Bar at the bottom-left of the screen. Note: If the Phone button does not appear for a user, verify that they've been added to the 8x8 call center, and refresh their browser tab for good measure. Clearing of the browser cache and cookies might also be needed.
All users assigned in the 8x8 call center can now log in to their 8x8 extension:
- Click the Phone button to bring the 8x8 communication panel into view.
- Users should see an Allow Access? prompt the first time they click on Home or land on another Salesforce page where the integration is available. They must click Allow for the integration to work.
Users can now log into the communication panel using their 8x8 credentials.

Localization Support

8x8 Integration with Salesforce is currently available in:

United States
United Kingdom
New Zealand (ANZ)
Australia
Republic of Ireland
France

Support is planned for the following regions (release dates still to be determined).

Belgium
Austria
Netherlands
Canada

Customization

While some parameters can be directly configured in the communication panel by agents, the v3.2 integration has no admin-customizable options.

However, if you require specific customizations of the integration, contact your Sales representative to engage our Professional Services team, who can determine feasibility and potential cost of any requested customization.

Additional Information

Further online documentation is available for installation, configuration, and use of the v3.1 integration:

Objective

Configure Salesforce SSO for Admin Console. The 8x8 Single Sign On option (SSO) in Salesforce allows users of the 8x8 Work for Salesforce integration to sign in to both Salesforce and their 8x8 extension simultaneously, using only their Salesforce login credentials.

This guide applies specifically to 8x8 Admin Console user accounts.

Applies To

8x8 Integration for Salesforce v3.x (Maestro)
Admin Console
Salesforce
SSO

Procedure

The configuration steps below must be performed in both Salesforce and 8x8 Admin Console by an administrator of those accounts.

Once configured, the 8x8 SSO feature in Salesforce is applied globally, affecting all 8x8 Work users assigned in the 8x8 Work call center in Salesforce.

The 8x8 SSO option in Salesforce operates independently of external Single Sign On services.

When using both an external Single Sign On service (such as Okta or Azure) to govern user application access, and the 8x8 SSO option in Salesforce, the user's Salesforce/Okta/Azure Username must be added as the Third Party username, as shown in Step 1 below.

Configuring an Admin Console User Profile for 8x8 SSO

Log in to Admin Console.
From the Home page, click Users.
Click the Edit (pencil) icon of the user you are modifying.
Click on or scroll down to the Third Party Integration section near the bottom of the page.
Under Third Party, click on the drop-down menu and select Salesforce ID.
Enter the user's Salesforce Username.
Click Save at the bottom of the page to confirm your changes.

No other configuration is required for the latest 8x8 Integration for Salesforce (v3.x, or Maestro).

Important Note: The 8x8 Work for Salesforce integration is not a softphone—it does not provide or affect phone audio in any way.

This means that users of the 8x8 integration in Salesforce must also log in to either 8x8 Work or 8x8 Work Mobile, or must have a physical phone assigned and active on their 8x8 extension.

Objective

By default, a new Salesforce Case template is popped when agents receive calls to or from phone numbers that do not match supported objects in Salesforce.

Adding a suffix to the Salesforce call center CTI Adapter URL will force one of the following blank object templates to pop, instead of New Case:

Account
Contact
Lead
Opportunity

Notes:

Both Work and Contact Center are supported.

This feature is only compatible with the v3.1 or later (Maestro) integration for Salesforce.

This feature is only compatible with Salesforce Lightning mode. Classic mode is not supported.

The caller ID phone number will be automatically populated in the new object's Phone field.

Important:

Implementing this feature in your call center CTI Adapter URL will disable the user's ability to change call pop settings in the the communication panel, in the Settings (gear) > Integrations > Salesforce > Settings menu.

To maintain user access to these settings and also pop the desired blank object template (other than New Case) when a caller is not recognized, please contact your 8x8 Sales manager to request a customization to your integration through our Professional Services.

Applies To

8x8 Integration v3.1 for Salesforce (Maestro)
8x8 Work
8x8 Contact Center
Salesforce Lightning mode

Procedure

To alter the No Matched Records template pop behavior:

As a Salesforce admin, navigate to Setup (top-right gear icon).
Search for and click on Call Centers.
Edit the specific 8x8 call center you are changing.
- Note that call center names can be changed from default, as in the example below, and there might be more than one.
Copy and paste one of the suffixes below into the existing, working CTI Adapter URL.
- Account: &shareableremix=sfaccount
- Contact: &shareableremix=sfcontact
- Lead: &shareableremix=sflead
- Opportunity: &shareableremix=sfopportunity
Click Save.

Details of each of the shareable remixes:

sfcontact	by default, SF no match scenario will create a new case. With sfcontact, by default to create a contact
sflead	by default, SF no match scenario will create a new case. With sflead, by default to create a lead
sfaccount	by default, SF no match scenario will create a new case. With sfaccount, by default to create a account
sfopportunity	by default, SF no match scenario will create a new case. Withsfopportunity, by default to create an opportunity
disablepossiblematch	by default, during the call, if you open some other record, it would be automatically associate the call to the newly focused record. with disablepossiblematch, it still shows as an option which can be selected, by won't associate the call automatically

The effect is immediate, but users should refresh their communication panel or Salesforce web page. If any issue occurs, users should log out of Salesforce and back in to correct the issue.

Additional Information

Install Salesforce Integration v3.2 for 8x8 Work and Contact Center

Voice for Microsoft Teams

Overview

Presence is part of a user's profile, and indicates their current availability and status to other users. By default, anyone in your organization using a specific application can see if other users are available online.

The 8x8 Presence Sync enables the integration of Microsoft Teams Presence into your 8x8 applications, as well as the presence status of 8x8 users who are on active calls into the Teams environment. You can now see if specific users or stakeholders in your organization are available online or engaged in another call or conference. Presence is updated in real time on the mobile, desktop and web application versions.

The 8x8 Presence Sync aggregation service polls your service directories for Presence changes every 10 seconds and then publishes the collected aggregated updates to the stream.

Important Notes:

The fully-installed Presence Sync integration is a two-way process from Microsoft to your 8x8 applications, and 8x8 applications to Microsoft Teams.
Teams users who are assigned to 8x8 Call Queues and/or Ring Groups must set their status to Do not disturb (DND) in Microsoft Teams when they are not available to take calls, to insure that such calls are not routed to them. This is the only scenario in which call distribution may be affected by the Presence Sync app.
In order to sync and integrate Presence between Microsoft Teams and your 8x8 apps, you must have an 8x8 Unified Communications (UC) user (the user can be licensed or unlicensed within 8x8) with the email matching that of Microsoft user whose Presence is synced. (Your 8x8 email address must match your Microsoft username.)
Presence status from Teams to 8x8 will work with Unified Communications (UC) users whether or not those Teams users have been assigned an 8x8 X Series license in 8x8 Admin Console. Presence will be polled and displayed to users in the 8x8 directories within Work, Contact Center Agent Workspace, and Frontdesk.
The presence status of 8x8 application users shown in Microsoft Teams will only be displayed as either offline or On a Call. This is due to Microsoft API limitations.
There is no dependency on or requirement for 8x8 Voice for Microsoft Teams to be used/in place.

Example Usage

Use of Presence with 8x8 Voice for Microsoft Teams is optional. However, it's recommended in the following usage scenarios:

Hybrid environments: Some users are using Microsoft Teams, and others use 8x8 Work.
8x8 Contact Center: Microsoft Teams Presence as part of Expert Connect.
8x8 Work for Desktop: Frontdesk, or Work Operator implementations.
Without Voice for Teams offering:
- Each user is running both Microsoft Teams (for collaboration and conferencing) and 8x8 Work for Desktop.
- A mixed environment exists with Microsoft Teams users (non-8x8) and 8x8 Contact Center users. Contact Center users will see presence status of Teams users.

Notes: As stated above, Teams user presence can appear in 8x8 Work applications even if they are not configured as 8x8 Voice for Teams users. In this scenario, the following applies:

Teams users must also have an 8x8 user profile created in 8x8 Admin Console, with the same user name applied in both 8x8 and in the Microsoft service. The Teams user does not require an assigned 8x8 X Series license for their presence status to appear in 8x8 Work apps.
The presence status of new Microsoft Teams users can take up to 24 hours to appear correctly in 8x8 applications, even when they are correctly configured on both sides. This is an effect of 8x8's back end contact directory sync process.

Prerequisites

In order to use the Presence integration with Microsoft Teams, you must have administrator level access for the following:

Microsoft Azure Active Directory (AD) with Microsoft Office 365 Global admin access
8x8 Admin Console

Note: A Microsoft user license or a Phone System license is not required for the Presence sync. An 8x8 X Series license is also not required, as stated above.

Procedure

Follow the installation process shown below, in this order:

Install the Teams to 8x8 Presence Sync (one-way sync)
Install the 8x8 to Teams Presence Sync (two-way sync)

NOTE: If you already have the 8x8 Presence Sync integration installed, skip the first step and proceed directly to Install the 8x8 to Teams Presence Sync.

Install the Teams to 8x8 Presence Sync

Create Sync User
Install the Presence Sync Integration

Create Sync User

To enable 8x8 Presence Sync integration, you must first create a separate Sync user account in Microsoft Azure Active Directory. The Sync user you create is strictly associated with the Presence Sync process to facilitate Presence integration into your 8x8 apps.

Log in to the Microsoft Azure AD admin center.
Create a new user to sync and integrate Microsoft Teams Presence into your 8x8 apps:
1. Select Users from the left menu.
2. Click + New User.

Select Create user, complete the information in the blank Identity and Password fields.
- 8x8 recommends using 8x8.status@<customer-domain> as the user name for ease of identification.
- In the Password field, you can either auto-generate or create your own user password.
- The remaining New User field details (such as Settings, Job info, etc) are not required.
Click Create.
Make a note of the username and password that you have created. You'll need them in the next section.

Assigning Application Developer Role to the New 8x8 Status User

If the option Users can consent to apps accessing company data on their behalf is set to No in Azure > Enterprise applications > User settings > Enterprise applications, you will need to perform one of the following before proceeding:

EITHER temporarily change this setting to Yes, and then change it back to No after the Presence Sync app installation is complete.
OR grant the new 8x8 Status user appropriate rights to consent, before you proceed. Please see the instructions for this, below.

Important: If this option is already set to Yes, then you can proceed directly to Install the Presence Sync Integration.

For detail on this topic, please see the Microsoft article located here.

Assign the Application Developer Role to the 8x8 Status User

Once the 8x8 Status user has been created using the process above, click on the 8x8 Status user name from the Users list.

Click on Assigned roles.
Click + Add assignments.
Check the box next to Application developer, then click Add at the bottom of the page.

It may take Microsoft a minute or so to complete the request. Click Refresh periodically, until the Application developer role assignment appears.
You may now proceed to Install the Presence Sync Integration.

Note: Leave your Microsoft Azure AD portal open after Sync user creation. You'll need to access it during the Presence Sync integration process, below.

Install the Presence Sync Integration

Complete the following procedure to install the 8x8 Presence Sync integration with Microsoft Teams:

Using your 8x8 Admin Console credentials, log in to the 8x8 Teams Presence Integration page at:
- https://cloud8.8x8.com/vos-teams

Click Login on the 8x8 Teams Presence Integration page.

At the Microsoft Pick an account login prompt, log in using the new 8x8 Status Microsoft user credentials that you just created in the steps above.
- Do not log in at this point using your Microsoft administrator account.

Note: If Microsoft prompts you to update your new 8x8 Status user's password, simply make the requested change and continue with the login process.

When the Permissions requested prompt appears, click Accept to confirm access permissions to the specified areas of your Sync profile.

The Logged in Account page displays the options to Verify or Disable the Presence integration.

Click Verify Presence integration.

Initially Presence is not yet synced, so you will see the following message displayed in the information field:

Admin Consent Needed
In Azure Active Directory admin center, go to Enterprise applications > 8x8 Presence > Permissions and click on Grant admin consent to <Company domain>. button.

Return to your logged-in Microsoft Azure Portal in order to grant access permissions to the Sync user you have created.
- Be sure to select your Microsoft Azure administrator credentials, not the 8x8 Status user.

In the Microsoft Azure admin center, navigate to Enterprise applications > 8x8 Presence > Permissions.
Click Grant admin consent for <Company domain> to grant admin access to the Sync user.

When you are again prompted to log in, select your Microsoft Azure Administrator login credentials.
- Do not log in using the 8x8 Status user you created earlier. The purpose of this step is for an administrator to authenticate the 8x8 Presence application for use on the service.

In the Permissions Requested popup window, click Accept to confirm access permissions to the specified areas of your Sync profile.
- Note: You must accept the permission request for the Presence Sync integration to work.

Now return to the Logged in Account window as shown in the next step, below.
- If you've closed the Logged in Account window and need to log in again, follow the login process outlined in steps 1, 2, and 3 of this section, above. Then return here to follow the final steps, below.
Now click the Permission granted. Try again button below the Admin Consent Needed banner.

If you are prompted to log in again, select the 8x8 Status user ID (not your Microsoft Azure administrator ID).

Click Verify Presence integration.

The Logged in Account page should now display Integration verified, and the process is now complete.

Note: If required, you can disable the 8x8 Presence integration by clicking Disable 8x8 Presence integration.

Install the 8x8 to Teams Presence Sync

Once you've installed the Teams to 8x8 Presence Sync using the process above, proceed with the instructions below to install the 8x8 to Teams Presence Sync.

Using your 8x8 Admin Console credentials, log in to the 8x8 Teams Presence Integration page at:
- https://cloud8.8x8.com/vos-teams

Click Login on the 8x8 Teams Presence Integration page.

At the Microsoft Pick an account login prompt, log in using the new 8x8 Status Microsoft user credentials that you just created in the steps above.
- Do not log in at this point using your Microsoft administrator account.

Click Export 8x8 Presence state to Teams.

When you are again prompted to log in, select or enter your Microsoft Azure Administrator login credentials.
- Do not log in using the 8x8 Status user you created earlier. The purpose of this step is for an administrator to authenticate a new 8x8 Write Presence application for use on the service.

In the Permissions Requested popup window, click Accept to confirm access permissions to the specified areas of your Sync profile.
- Note: You must accept the permission request for the 8x8 Write Presence app integration to work.

Once the above steps are completed, you'll be returned to the Presence Integration's Logged in Account page as confirmation of install completion.
Click Verify Presence integration.

The Logged in Account page should now display Integration verified, and the process is now complete. You can now test the two way sync to confirm that it is active and working properly.

Important: The presence status of 8x8 application users shown in Microsoft Teams will only be displayed as either offline or On a Call. This is due to Microsoft API limitations.

Install the Enhanced Presence Sync

Once you've installed the Teams to 8x8 Presence Sync and the 8x8 to Teams Presence Sync, using the process above, proceed with the instructions below to install the Teams Enhanced Presence Sync.

Using your 8x8 Admin Console credentials, log in to the 8x8 Teams Presence Integration page at:
- https://cloud8.8x8.com/vos-teams
Click Login on the 8x8 Teams Presence Integration page.
At the Microsoft Pick an account login prompt, log in using the new 8x8 Status Microsoft user credentials that you just created in the steps above.
- Do not log in at this point using your Microsoft administrator account.
Click Import MS Teams Contacts into 8x8.

Install the Teams Chat Integration

Once you've installed the Teams Enhanced Presence Sync using the process above, proceed with the instructions below to install the Teams Chat Integration.

Using your 8x8 Admin Console credentials, log in to the 8x8 Teams Presence Integration page at:
- https://cloud8.8x8.com/vos-teams
Click Login on the 8x8 Teams Presence Integration page.
At the Microsoft Pick an account login prompt, log in using the new 8x8 Status Microsoft user credentials that you just created in the steps above.
- Do not log in at this point using your Microsoft administrator account.
Click Enable Chat.
When you are again prompted to log in, select or enter your Microsoft Azure Administrator login credentials.
- Do not log in using the 8x8 Status user you created earlier. The purpose of this step is for an administrator to authenticate a new 8x8 Teams chat application for use on the service.
In the Permissions Requested popup window, click Accept to confirm access permissions to the specified areas of your Sync profile.
- Note: You must accept the permission request for the 8x8 Teams chat app integration to work.
Once the above steps are completed, you'll be returned to the Presence Integration's Logged in Account page as confirmation of install completion.

Presence Status Mapping

Presence Status Mapping from Microsoft Teams

The following table describes the Presence mapping from Microsoft Teams.

Microsoft Teams Status	8x8 Presence
Available	Available
Available, Out of Office	Available
Note: The Out of Office notification displays when automatic replies are configured. If the app is in use during a set Out of Office period, a dual presence may be shown (Out of Office, Available).
Busy	Busy
On a call	onCall
In a meeting	onCall
On a call, out of office	onCall
Do not disturb	doNotDisturb
Presenting	doNotDisturb
Focusing. Focus happens when the users schedule focus time in MyAnalytics/Insights in their calendars.	doNotDisturb
Away	away
Be right back	away
Offline. When users aren't logged in on any of their devices for a few minutes, they appear offline.	offline
Status unknown	offline
Out of Office. Out of Office is used when an automatic reply is set. (Available in Outlook only.)	offline

Presence Status Mapping from 8x8

The following table describes the Presence mapping from 8x8 apps to Microsoft Teams.

8x8 Presence	Microsoft Teams Status
Available	No sync
Busy	No sync
onCall	On a call
doNotDisturb	No sync
away	No sync
offline	No sync

8x8 Voice for Microsoft Teams

Web Help Guide

The previous 8x8 Voice for Microsoft Teams Deployment Guide has been superseded by our new guide for administrators, linked below.

This guide steps through the basics of setting up and synchronizing Microsoft Teams user accounts with their corresponding 8x8 user accounts, and using the 8x8 Voice for Microsoft Teams administrative portal.

8x8 Voice for Microsoft Teams for Administrators
8x8 Voice for Microsoft Teams App Admin Guide | End-User Guide
8x8 Presence Sync with Microsoft Teams

8x8 Voice for Microsoft Teams: Questions and Answers

What is Voice for Teams?

8x8 Voice for Microsoft Teams is a cloud-based PBX-to-PBX integration with the Microsoft Phone System, which creates a seamless, behind-the-scenes integration of the 8x8 phone service into Microsoft Teams.

So in essence, the 8x8 Voice for Teams service provides enterprise-grade telephony and global PSTN connectivity to customers who want to retain Microsoft Teams as their sole collaboration interface.

How do I obtain the 8x8 Voice for Microsoft Teams service?

For details about obtaining the 8x8 Voice for Microsoft Teams service, please contact your Customer Success Manager (CSM) or 8x8 Sales Manager. You can also reach us from here.

What are the requirements for the Voice for Teams service?

Microsoft

There are three different sets of Microsoft licensing (per user) which can be applied to use 8x8 Voice for Microsoft Teams:

Microsoft 365 E5 License (Microsoft Phone System license included)
OR: Microsoft 365 Business Basic, Standard, or Premium, and Teams Phone Standard (which includes Microsoft Phone System).
OR: Microsoft 365 E1, E3, or A1/G1, A3/G3 license and Teams Phone Standard (which includes Microsoft Phone System).

8x8

An 8x8 X Series account.
One 8x8 X Series license (X1-X8) must be assigned to each user of Microsoft Teams.
OR one 8x8 X Series Metered or X Series Pro license for migrated service accounts, assigned to each user of Microsoft Teams.
In the 8x8 Admin Console, Microsoft Teams licenses must be applied to your account, with one license assigned and enabled to each user of 8x8 Voice for Microsoft Teams.
Implementation services are required for all deployments of 8x8 Voice for Microsoft Teams.
User email addresses must be identical in both their Microsoft and 8x8 user profiles.

Configuration

Setting up the service must be performed by one or more administrators who have access to admin functions of both Microsoft Teams and the 8x8 Admin Console.

Is 8x8 Contact Center supported?

Contact Center is supported, but requires use of the AGUI. The Microsoft Teams dialpad will display call activity of the associated 8x8 Work extension.

Also:

Auto Answer:
- Persistent: Auto Answer is supported (since call on Teams is already answered). Be aware that Persistent mode will make the user look busy in Teams for the duration of Contact Center login.
- Non Persistent: Teams Auto Answer is not supported.
Contact Center Directory will show 8x8 hookstate for Teams users (will not reflect internal teams status).
Contact Center Chat to Teams Chat is not supported.

Can I use Work Desktop or Work Mobile with the service?

While it's possible to use the 8x8 Work Desktop and Work Mobile apps with Voice for Teams, it is generally not recommended. Calls made using these apps will not appear in the Microsoft Teams interface, and Teams to Teams calls will not appear in Work Desktop or Work Mobile unless those calls are initiated by dialing the Teams user's phone extension number.

In general, only Microsoft Teams browser, phone, and app endpoints should be used.

How is Microsoft Teams presence handled with 8x8?

The 8x8 Presence Sync app enables the integration of Microsoft Teams Presence status into your 8x8 applications, as well as on-call presence status of 8x8 Work users into your Teams applications.

Please see the installation guide for more information: 8x8 Presence Sync with Microsoft Teams.

Are 8x8 Work-specific functions like SMS and Meetings supported?

SMS:

Microsoft Teams itself does not natively support SMS. However, Teams users can access a number of 8x8 Work features from Microsoft Teams, including SMS/MMS messaging, using the 8x8 Voice for Microsoft Teams App.

Please see the following article for details and documentation links:

Voice for Teams: 8x8 Voice for Microsoft Teams App

Meetings:

8x8 Meetings is currently not a supported feature of 8x8 Voice for Teams.

If needed, a service administrator can provide their users with access to 8x8 Work credentials so they can log into Work Desktop and Meetings. Keep in mind that this activity will not appear in Microsoft Teams.

Are 8x8 phone devices supported?

Users can have an 8x8-supported phone device.
For Teams to Teams calls, only MS Certified Devices will ring. Standard 8x8-provided devices will not ring unless the Teams to Teams calls are made by dialing the user's phone extension numbers.

Are there any limitations in capturing information in 8x8 Analytics?

In general, any call placed or received in Microsoft Teams that touches the 8x8 network will be captured and available in 8x8 Analytics.

Information that will not be captured in 8x8 Analytics includes:

Calls placed between Microsoft Teams users
Device Status / Call Quality information for Microsoft Teams endpoints

Do any limitations exist for business applications such as CRM integrations?

The following features are not available when using Microsoft Teams along with 8x8 and any supported CRM or other business application:

Auto Answer on outbound calls is not possible.
The Answer/Accept button from the 8x8 Maestro integrations works only with desk phones that are not on the Microsoft Teams network.

Can I transfer to a ring group or call queue using Microsoft Teams?

Direct transfer to a call queue or ring group is supported.
Consultative transfer is not supported.

If a Teams user calls another Teams user by dialing their 8x8 DID, is that call tracked and recorded by 8x8?

No, those calls are not tracked or recorded by 8x8, because they never reach the 8x8 phone service. When dialing another Teams user's DID in Teams or clicking on their associated phone icon in Teams, Microsoft will directly route the call from one user to the other.

Is Microsoft Teams voicemail compatible with 8x8 voicemail?

In general, the service can be configured to use either 8x8 voicemail or Teams voicemail.

For optimal functionality of the Voice for Teams service, it's highly recommended that you use 8x8 voicemail. This option is configured by a service administrator in the 8x8 Voice for Teams admin portal.

Teams voicemail must be disabled to allow calls to route to 8x8 voicemail and allow for users who are part of 8x8 Ring Group/Call Queue to reject calls and have these calls advance.

Note that voicemail assignment can be overridden at the individual level in the Voice for Teams admin portal.

How do I retrieve and listen to voicemails?

When users have access to the 8x8 Voice for Microsoft Teams App within the Microsoft Teams client:

Voicemail email delivery options can be configured in 8x8 user profile settings.
Voicemails can be listened to and downloaded.

The availability of these options is dependent on:

The installation of the 8x8 Voice for Microsoft Teams App into the Microsoft Teams service.
User settings and policies applied by the 8x8 Admin Console service administrator.

Can calls using 8x8 Voice for Microsoft Teams be recorded?

Any call that uses the 8x8 network can be recorded, such as Teams to or from the PSTN, or Teams to and from 8x8.
Direct calls between Microsoft Teams users cannot be recorded.

Are there any limitations to extension dialing?

Although you can dial any 8x8 extension in Microsoft Teams, it’s important to note these limitations associated with extension dialing:

Teams-to-Teams user calls will not be monitored, recorded or reported on by 8x8 even though they may look and feel like extension calls to a user.
Consultative Transfer to Call Queue extensions is not supported.
Consultative Transfer to Ring Group extensions is not supported.

Does 8x8 Voice for Microsoft Teams support call quality analytics?

No. Because user endpoints (soft clients, or Microsoft Teams phones) are on the Microsoft Teams network, 8x8 cannot monitor the quality of those endpoints. However, Microsoft does provide some statistics on the quality of the Teams portion of the call.

Are Emergency Services supported with 8x8 Voice for Teams?

Standard configurable address per user is provided by 8x8.
Support for dynamic location is available, and requires the addition of 8x8 Nomadic 911 services to your 8x8 X Series service.
The Nomadic 911 service configuration guide for Teams is located here: Nomadic 911: 8x8 Voice for Teams Configuration.

Is 8x8 Call Park supported?

Teams users will not be able to leverage 8x8 Call Park.

Is overhead paging supported?

Yes, overhead paging is supported.

Is speech analytics supported in 8x8 Voice for Microsoft Teams?

Speech analytics is a feature available as part of 8x8’s Contact Center solution. Calls handled by 8x8 Contact Center can be recorded and analyzed via speech analytics.

Is Teams Islands Mode Supported?

Microsoft no longer supports Islands Mode for Direct Routing (such as 8x8 Voice for Microsoft Teams), so your Microsoft Teams tenant must be migrated to Teams Only mode to work with the 8x8 service. Please see the following article for details:

Voice for Teams: Teams Migration from Islands Mode to Teams Only Mode

Additional Information

Voice for Teams (8x8 Direct Routing for Microsoft Teams) documentation can be found here:

8x8 Voice for Microsoft Teams Guide for Administrators

Overview

Microsoft Teams is a unified communication and collaboration platform that combines phone service, workplace chat, video meetings, file storage, and application integration.

In essence, the Voice for Teams service provides enterprise-grade telephony and global PSTN connectivity to customers who want to retain Microsoft Teams as their sole collaboration interface.

Teams user logged in to the 8x8 Voice for Microsoft Teams App:

Applies To

Microsoft Teams
Microsoft 365
8x8 Voice for Teams
X Series (including Metered and Pro migration licenses)
8x8 Work
8x8 Admin Console
Contact Center

How It Works

The 8x8 telephony service essentially replaces existing or potential voice service offered by Microsoft Teams.

Supported Devices

8x8 desk phones are not required, but are supported. Customer 8x8 PBXs handle 8x8 desk phones directly, rather than through the Microsoft Teams infrastructure.

Obtaining 8x8 Voice for Microsoft Teams Service

Requests for the 8x8 Voice for Microsoft Teams service must be directed to 8x8 Sales representatives or Partners.

8x8 Contact Center for Microsoft Teams

Once the required licenses are assigned, the agent will then need to ensure that their Workplace Number in Agent Workspace matches their 8x8 Voice for Microsoft Teams number.

Important Notes

Only 8x8 X Series (including Metered and Pro migration licenses) are supported. CRM/Account Manager accounts are not compatible with the service.
8x8 Contact Center
- Contact Center is supported, but requires use of the AGUI. The Microsoft Teams dialpad will display call activity of the associated 8x8 Work extension.
- Auto Answer:
  - Persistent: Auto Answer is supported (since call on Teams is already answered). Be aware that Persistent mode will make the user look busy in Teams for the duration of Contact Center login.
  - Non Persistent: Teams Auto Answer is not supported.
- Contact Center Directory will show 8x8 hookstate for Teams users (will not reflect internal teams status).
- Contact Center Chat to Teams Chat is not supported.
8x8 Work for Desktop is generally not recommended for simultaneous use with Microsoft Teams. However, it can be enabled by a service administrator, such as in the event of Microsoft service issues.
Microsoft's Phone System License is required per user for the Teams dial pad to be visible. There are various sets of Microsoft licensing (per user) which can be applied to use 8x8 Voice for Microsoft Teams:
- EITHER: Microsoft 365 E5 License (Microsoft Phone System license included).
- OR: Microsoft 365 Business Basic, Standard, or Premium, and Teams Phone Standard (which includes Microsoft Phone System).
- OR: Microsoft 365 E1, E3, or A1/G1, A3/G3 license and Teams Phone Standard (which includes Microsoft Phone System).
Microsoft Teams Voicemail: It's recommended that Microsoft's implementation of voicemail in Teams be disabled, especially when agents are assigned to 8x8 Work ring groups and call queues. In this case, to avoid calls routing to voicemail instead of an available agent, Call Waiting should also not be disabled at the user extension level.
Microsoft Azure is supported as an Identity Provider in the 8x8 Admin Console. Azure SCIM / sync is also supported with an Azure AD App Gallery application for 8x8. This means that Microsoft 365 administrators can push new user creation from Azure AD to the 8x8 Admin Console, which can then be synced to Teams via the 8x8 Voice for Teams Admin Portal.
Initial sync of new Voice for Teams users can take up to seventy-two hours for Microsoft to complete, due to general service impact experienced by Microsoft 365 services—this is not an issue on the 8x8 side. The Microsoft Teams dial pad will appear for users only after sync has been completed. Note that this applies to ALL sync activity between 8x8 and Microsoft Teams, so any subsequent change made to a user in 8x8 Admin Console will require time to sync to Teams.
Microsoft does not support Islands Mode for Direct Routing (such as 8x8 Voice for Microsoft Teams), so if your Microsoft Teams tenant is currently in Islands Mode, it must be migrated to Teams Only mode to work with the 8x8 service. Please see the following article for details: Voice for Teams: Teams Migration from Islands Mode to Teams Only Mode.
Additional information can be found in the articles linked, below.

Additional Information

8x8 Voice for Microsoft Teams Guide for Administrators

Overview

When a user enables the Do not disturb setting in Microsoft Teams, phone calls in general will not ring on that user's Teams client.

However, callers will continue to hear the usual ring-back tone (what you hear when you call someone and they don't immediately answer) until the called extension's No Answer call forwarding rule is triggered. This ring-back happens instead of immediately routing the caller to voicemail because setting Do Not Disturb in Microsoft Teams does not enable the 8x8 server-side Do Not Disturb service.

This article describes the effects and limitations of the Do Not Disturb feature in Microsoft Teams regarding:

Internal Teams extension-to-extension phone calls
Inbound external phone calls to Teams users

Note: The call results listed below reflect the use of an unmanaged Teams calling policy in the Voice for Teams admin portal. Results may differ depending on changes made by your Teams service administrator.

Applies To

8x8 Voice for Microsoft Teams
Microsoft Teams
Teams Do Not Disturb

Teams Extension to Extension Calls

When a Teams user enables the Do not disturb setting in Teams:

The affected Teams user will (of course) generally not receive phone call notification in Teams.
To reach that Teams user's voicemail, other Teams users must dial the user's extension number. This is a general limitation of the service, even if Do Not Disturb is not enabled in Teams and a phone call simply continues to ring.
Other methods of calling Teams to Teams (dialing the user's full 10 digit number, or clicking Call in Teams) will not route the caller to that Teams user's voicemail. In this case, the caller will hear a ring-back tone until No Answer call forwarding rules are triggered. At that point, the call will simply drop.
If the Teams user has a Microsoft Teams desk phone, that phone will operate exactly as the Teams client does.
If the Teams user has an 8x8 desk phone, that phone will ring on extension to extension calls only if the extension number was dialed in Teams.
All of the above generally applies even if called Teams users have added the calling Teams user to their Priority Access list.
In all calling scenarios, the Teams user's call history will be updated.

Inbound External Calls to Teams

When a Teams user enables the Do not disturb setting in Teams, and they receive an external call:

Teams will only provide a call notification if the external caller has been added to the Teams user's Priority Access list.
Callers will continue to hear a ring-back tone until the Teams user's No Answer call forwarding rules are triggered.
In all scenarios, inbound external callers will reach the Teams user's voicemail after No Answer call forwarding rules are triggered.
If the Teams user has a Microsoft Teams desk phone, that phone will operate exactly as the Teams client does.
If the Teams user has an 8x8 desk phone, that phone will ring in all call scenarios, regardless of the Teams Do Not Disturb setting.
If the called Teams user declines a received external call from someone on their Priority Access list, that call will be routed to the Teams user's voicemail.
In all calling scenarios, the Teams user's call history will be updated.

Overview

The following article contains information regarding the setup of emergency addresses and locations within the Microsoft Teams environment.

With the 8x8 Nomadic 911 service provisioned, this Teams-side configuration is a requirement for all users of 8x8 Voice for Microsoft Teams, who would potentially make emergency service calls through the Microsoft Teams desktop client.

This process is required for ensuring that:

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.

Important Notes:

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.

Also:

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?

There are critical differences between calling emergency services from 8x8 Work (an 8x8 desk phone or 8x8 Work for Desktop app) and calling emergency services from Microsoft Teams. This is because 8x8 Work emergency calls route through a different service than Teams clients do.

Because of this, for emergency calls dialed from Microsoft Teams clients or Teams physical phone devices, emergency service location information must be entered into the Microsoft Teams admin center, in Locations > Emergency addresses.

Important: Per Microsoft, "Dynamic emergency calling, including security desk notification, is not supported on the Teams web client."

Planning Your Deployment

Before you begin configuring your Microsoft Teams service environment for Dynamic emergency calling, it's recommended that you gather the following information:

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

Automatic Address Detection

When your Teams environment is properly configured for dynamic location detection within your corporate environment, and Teams user location is automatically detected:

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.

Example: Teams user location has been detected automatically if they have no option to add or edit their emergency location:

Manual Address Entry

If a Teams user has manually entered their location address instead the location being automatically detected within your corporate environment:

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.

Example: Teams user location detection has failed if the user can Add or Edit their emergency location:

Microsoft Documentation

The following external resources are publicly available from Microsoft, and can prove useful for guidance in performing your service configuration:

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

Several network elements can be configured for user location detection in the Teams tenant (Subnets, Wi-Fi Access Points, Switches, Ports).

If location place detection is configured for Switches and Ports, installation of the Teams Helper for Mac is required, to provide LLDP support.

The application can be found on Microsoft's web site:

LLDP enablement software for Mac Operating Systems used by Microsoft Teams

Emergency Service 933 Test Calls

Making test calls to 911 can potentially prevent callers with an actual emergency from reaching an emergency services operator. However, you'll still want to verify that location detection works for your users.

The solution to this is that your Teams users should dial 933 instead of 911, once your Teams tenant has been configured for dynamic emergency calling.

When a Teams user dials 933, the answering test service will receive the same information that is relayed during an actual emergency 911 call. The 933 service will play back the caller's detected phone number and address for verification.

Note: Both 911 and 933 dialing are configured when you Set Up Emergency Call Routing Policy (see this section, below).

8x8 Emergency Routing Service Portal

The 8x8 Emergency Routing Service portal is used to configure, store, and supply emergency response location information for 8x8 Work users who must have the Nomadic 911 service enabled.

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.

Information regarding 8x8 Work emergency calling configuration is available in the Nomadic 911 Administration and Planning Guides.

Important Clarification:

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

The instructions below are for general guidance, only. You may need to tailor them to your specific corporate environment.

The following topics are covered:

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

Note: 8x8 Support cannot provide assistance with the Microsoft Teams environment configuration. lf you need additional assistance beyond the contents of this article, please contact Microsoft Support.

Set Up Trusted IP Addresses

Trusted IPs are your public, external internet addresses tied to your enterprise network (typically through NAT).

They are used to determine whether or not the Teams user client application is connected through your corporate network. This in turn affects how the Teams client app behaves when a location is detected, or when no location is detected.

Important:

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.

Also:

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.

To add a Trusted IP address:

In the Microsoft Teams admin center, navigate to Locations > Network topology and click on the Trusted IPs tab.
Click Add.
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.
Click Save.
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

Emergency addresses consist of a physical Civic Address (required) plus any optional Places contained within those civic addresses.

Places represent the more granular dispatchable locations to which an emergency responder can be directed. For example: Building 2, Floor 3, North West corner, etc.

Once a Civic Address has been added, you'll have access to add/change Places and their Subnets, Wi-Fi access points, Switches, and Ports.

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

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

Enter a name for your emergency address. This name will appear in the Description field as a label for the address entry.
In County or Region, click the dropdown arrow and select United States or Canada.
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.
Click Save.
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

Once your Emergency Addresses are configured, you can include additional location information (Places) that can narrow down the exact location of a user when they make an emergency call from Teams.

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

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

Note: You won't enter any information into the Phone numbers tab, as that configuration is not compatible with Microsoft Direct Routing solutions (e.g. 8x8 Voice for Microsoft Teams).

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

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

Set Up Networks & Locations

Here you'll provide the network infrastructure information used in the detection of user location, based on the network connection that the Teams client app is currently using.

Important: 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.

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

Click on each location type's individual tab (such as Subnets) and click + Add to begin adding them to your configuration.
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.
Click Apply to save each change.
Perform the above steps for all locations (civic addresses) and places from which your Teams client users will operate.

Connection matching precedence: The Teams service will check through your configuration in the following order, when trying to determine a user's location and place information:

Wi-Fi access points
Ports
Switches
Subnets

Set Up Emergency Call Routing Policy

In this section, you'll create or configure an Emergency Call Routing Policy.

Emergency Call Routing Policies are not related to user location discovery. Instead, they are used to set up emergency numbers for Direct Routing (e.g. 8x8 Voice for Microsoft Teams) and then specify how those emergency calls are routed.

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

Note: We've chosen to create a custom Emergency Call Routing Policy in our example, but you can edit the Global (Org-wide default) policy instead, if desired.

Click + Add.
Enter a unique name for your new policy.
Enable Dynamic emergency calling by clicking the switch to select On
.
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.
When you are finished, click Save at the bottom of the page.
Your new policy is now ready to assign to your 8x8 Voice for Microsoft Teams users.

When a Teams user dials 911 or 933, Teams should display the detected phone number and location the user is making the call from.

The answering 933 test service receives the same information that is relayed during an actual emergency 911 call. But instead of routing to an emergency services operator, the 933 service will play back the caller's detected phone number and address for verification.

Set Up Emergency Calling Policy

In this section, you'll create or configure an Emergency Calling Policy.

Emergency Calling Policies control how Teams users in your organization can use specific dynamic emergency calling features, and are not related to user location discovery.

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

Note: We've chosen to create a custom Emergency Calling Policy in our example, but you can edit the Global (Org-wide default) policy instead, if desired.

Click + Add.
In the side panel at the right (see screenshot, below), enter a unique Name for your new policy.
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.
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.
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.
Click Apply to save your policy settings.
You can now assign your custom Emergency Calling Policy to your 8x8 Voice for Microsoft Teams users.

Set Up Network Sites (Optional)

Network Sites configuration (within Locations > Network Topology) is a collection of unique IP subnets used strictly to determine the policies applied to emergency call routing and calling.

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.

To configure Network Sites:

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

Add a unique Network Site name and a Description (optional) for the site.
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.

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

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"
Select the IP version to be used:
- IPv4
- IPv6
In IP address, enter the subnet ID. For example, 10.10.10.0.
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.
Enter a Description of the Subnet, as needed.
Click Apply.

Click Save to complete the configuration of your network site.

Enable Emergency Routing Service for Users in 8x8 Admin Console

In addition to configuration of your Microsoft Teams tenant, you must enable the Emergency Routing Service option in the 8x8 Admin Console for each 8x8 Voice for Microsoft Teams user.

Enabling this option is required for the background provisioning of the 8x8 Voice for Microsoft Teams user's phone number (not location information) with Broadband, who handles emergency call services for Microsoft Teams users in general.

See the topics, below:

Enabling Individual Users
Enabling Multiple Users

Enabling Individual Users

To enable a single user:

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

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

Enabling Multiple Users

Note: Currently, CSV file bulk upload to enable the Enable Emergency Routing Service option is not available, but will be available in a future release of 8x8 Admin Console.

The guide below will show you how to select and enable this option for multiple users directly in Admin Console.

To enable more than one user at a time:

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

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

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

After a few moments you'll receive a completion notice at the top of the Admin Console screen. Your selected users will display a loudspeaker icon to indicate that they have been properly tied to emergency calling services for both 8x8 Work and Voice for Teams.

External Resources

The following external resources are publicly available:

Microsoft:

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)

Objective

As of August 17, 2023 we announced the availability of a new upgrade for the current 8x8 Phone App v2.

See the instructions below for guidance on upgrading (or migrating) your 8x8 Phone App from v2 to v3.

Important: These instructions are intended for customers who already have the 8x8 Phone App v2 configured and operating. New customers who install and configure their services for the 8x8 Phone App will automatically be placed on the v3 platform.

IMPORTANT: All 8x8 Phone App customers are required to upgrade to v3 on or by October 31, 2023. The 8x8 Phone App v2 will not appear in Microsoft Teams after this deadline expires, or will not work if it does appear.

CRITICAL STEPS: The upgrade process for 8x8 Phone App v2 to v3 requires critical additions to the older v2 setup:

A single Microsoft Teams Phone Resource Account license must be acquired if your Microsoft service does not already have an unused license available. Typically (at this time) Microsoft automatically supplies a number of these licenses to Teams customers. If you don't already have such a license, a license can be usually be acquired from Microsoft at no cost. See Microsoft's article for more information about this.

New User: The required 8x8 Voice for Microsoft Teams Sync Now process will create a new user on your Microsoft 365 service, and will assign your available Phone Resource Account license to that user.

Customer users who have not upgraded to the 8x8 Phone App v3 will see the following message in their v2 Phone App:

This app is no longer supported. Please ask your account administrator to upgrade to the latest version.

Applies To

8x8 Phone App for Microsoft Teams
8x8 Voice for Microsoft Teams

Prerequisites

Microsoft Licensing

Before you initiate the upgrade to Phone App version 3, ensure that you have an unallocated Microsoft Teams Phone Resource Account license available in your Microsoft tenant. See this Microsoft article for information regarding this license.

The 8x8 Voice for Microsoft Teams admin portal Sync Now process will look for a Phone Resource Account license and assign it to the Phone App bot if it finds one available.

Permissions

Microsoft Permissions

The admin performing this upgrade must have Global Administrator rights on your Microsoft tenant.
The administrator will be required to grant the Auto Receptionist bot permission to access and modify your Microsoft service, as described in the Upgrade Process steps below. The bot will appear as 8x8 Voice for Teams Auto Receptionist in your Azure AD > Enterprise applications > All applications.

8x8 Permissions

The upgrading administrator should have a minimum of Users permission level access assigned in your 8x8 Admin Console service, which typically means the IT Admin role, or higher.

Web Browser

You must ensure that the web browser of the admin performing the upgrade allows pop-ups. Several authentication and/or authorization windows will appear (pop) during the upgrade process outlined below.

Upgrade Process

CRITICAL: While the upgrade/migration is in progress, all Phone App users on your service will lose phone connectivity. Once the process is complete, phone service will be restored to these users.

Log in to the 8x8 Voice for Microsoft Teams admin portal as an Account Owner.
- As stated above, the admin should also be a Microsoft Global Administrator.
Click on the Services tab.
Click on the Teams tab.
- The Phone App toggle should already set to On. Do not disable this.
- You should also already see the Authorize Phone App for my organization button. Do not click on it.
Click the Upgrade Service button. This will initiate a process that will permanently prepare your Voice for Teams admin portal service for Phone App v3.
- Note: Keep in mind that all Phone App customers are required to migrate to this version on or by October 31, 2023.
You may receive an 8x8 login screen and/or Microsoft login screen. If so, provide your proper administrator credentials as outlined above to continue with the upgrade.
A Microsoft Permissions requested window will open. Click Accept to continue with the upgrade process.
Click Save.
Refresh the browser page for good measure.
You should now see the Authorize Phone App Bot for my organization button, along with a Last Authorized date and time.
The Sync Now button should turn blue and display Sync Now - Changes Queued. Click the button to initiate a full admin portal sync.
If you receive an 8x8 login screen and/or Microsoft login screen, provide your proper administrator credentials as outlined above to complete the upgrade.
Refresh your web page for good measure. You should now see a white Sync Now button, indicating that the upgrade process is complete.
- If instead you see a red Sync Now error button, check your latest Teams sync log and run the sync process again. This should clear the failed status unless there is a serious issue involved.
Teams Phone App users who are still logged into Teams should log out of and back into Teams complete the change.

Post-Sync Failed Status

2023-09-18: The issue below has been reported as resolved, and should no longer impact customers who perform their upgrade from Phone App v2 to Phone App v3.

If you did not create the Auto Receptionist user account in the Microsoft 365 admin center and assign a Teams Phone Resource Account to it before you initiated the upgrade process and performed your sync, the sync process will display a Failed status.

However, in this case the syncs have probably not actually failed, and the user account has been created for you, and an available Microsoft Teams Phone Resource Account should have been automatically assigned to that new user.

Simply perform another full Sync Now to confirm the process is completed and to clear the failed sync status.

Both the error and user creation would appear in your latest Voice for Teams admin portal Teams sync log. See the screenshot below.

Automatically created Auto Receptionist user with the applied Teams Phone Resource Account license:

Documentation

Overview

8x8 Phone App for Microsoft Teams enables Teams users to place and receive public switched telephone network (PSTN) calls from within Microsoft Teams without additional licensing requirements or software.

Documentation for both Administrators and Users is linked below.

Applies To

8x8 Work
Microsoft Teams
8x8 Voice for Microsoft Teams
8x8 Phone App for Microsoft Teams

Documentation

Features

The new Phone App uses Microsoft-supported calling technologies, increasing stability and reliability. The interface has also been improved while maintaining the feature set of the previous version, providing users a positive experience moving to this new version.

Features include:

Dial any outbound number, including extensions
Search and manage contacts
View and filter call history
Manage active calls
Answer incoming calls in Teams via a desktop, web, or mobile
User presence accurately reflects call status to other users in Teams
No per user Teams Phone license required
Native PSTN calling in Microsoft Teams with no cross-launch to software outside of Teams or desktop plugins

Requirements, Limitations, & Important Usage Info

Requirements

At least one 8x8 Voice for Microsoft Teams user must be active on the 8x8 service for Phone App users to be enabled.
- 8x8 Voice for Microsoft Teams service must be configured and operational before Phone App service can be configured.
Each Phone App user must be assigned an 8x8 X Series license. All licenses are supported except for Lobby and XT licenses.
An MS Teams Integration license in 8x8 Admin Console user profiles must be enabled for each Phone App user.
Phone App users cannot have either a Microsoft Phone System license or Calling Plan assigned to them.
Setup requires action by a Microsoft Global Administrator, and by an 8x8 admin with at least Users permission assigned.
Large Tenant Mode is required to be enabled in the 8x8 Voice for Teams admin portal. This means that both Phone App users and Voice for Teams users must be added to separate Azure AD security groups.

Phone App Additional Requirements

This latest version of the Phone App requires that an unallocated Microsoft Teams Phone Resource Account license be available on your Microsoft tenant. The upgrade process will create an otherwise unlicensed user on your service and will assign the Phone Resource Account license to it.

If you don't already have such a license, it can usually be acquired from Microsoft at no cost. See this Microsoft article for information regarding Teams Phone Resource Account licenses.

Limitations

For Phone App users, the following features are not supported due to Microsoft licensing and Phone App limitations:
- Click-to-call from Microsoft Teams > Calls app > Contacts
- Warm transfers
- Conference calls
- Promote call to meeting
In Teams for Web, 8x8 Ring Groups are supported, but only when the Ring Pattern is set to Sequential (Cyclic Repetitive). This limitation is not present when using the Teams client.

The Phone App supports Consult and transfer to another Phone App user on the same tenant.

Please see these articles for important information about call transfers:

8x8 Phone App for Microsoft Teams: Call Transfer Scenarios

8x8 Phone App for Microsoft Teams: Consult Transfer to Phone App Users

Important Usage Info

Outbound Call Behavior
- By design, initiating an outbound call will result in the Teams user first receiving an inbound call. That inbound call must be answered to complete a connection to the called phone number. This is expected behavior.
- The native Calls app in the Teams app bar can be used for contacting other Teams users on the same Microsoft service. However, external (Non-Teams) phone number dialing is prohibited there, and will fail. This is because Phone App users do not have a Microsoft Phone System license or Calling Plan applied to them (a requirement for Phone App users).
Call Transfers
- Call transfers must take place within the Phone App interface, not within the Teams native active-call window.
- As stated above, warm transfers are not supported in the Phone App.
Call History
- The 8x8 Phone App has its own call history, which displays accurate inbound, outbound, and missed-call information.
- Note that call history in the native Teams Activity app in the Teams app bar will also be displayed, but all calls in that app will be marked as Inbound.
Contacts
- Contents of the 8x8 Phone App Contact list are polled only from Microsoft. Contacts are not polled from 8x8 due to Microsoft API limitations.
- The Phone App's Contacts list is drawn from the following. Contacts will only be displayed if phone numbers are assigned in the Office/Business or Mobile phone fields:
  - Licensed users on the same Microsoft service.
  - Contacts created by users in their Microsoft Teams client.
  - Contacts listed in the user's Microsoft Outlook 365 (online).
- Microsoft Exchange GAL (Global Address List) is supported in the Phone App v3. As stated above, these contacts will only be displayed in the Phone App v3 Contacts > My Organization list, and only when a phone number is assigned in a user's Office/Business or Mobile phone field.

Additional Information

Objective

Enable the 8x8 Voice for Teams user license in the 8x8 Admin Console.

By doing this, you will allow the enabled 8x8 user to be synced into the 8x8 Voice for Teams admin portal during the Sync Now process.

Applies To

8x8 Admin Console
8x8 Voice for Microsoft Teams

Procedure

Log into your 8x8 Admin Console.
Navigate to Home > Users.
Click Edit to the right of a specific user to edit their 8x8 user profile.
Click or scroll down to Services and permissions and click the Enable MS Teams integration slider switch to enable (blue) the MS Teams integration license for the specific user.
Click Save at the bottom of the screen.

Overview

The 8x8 Voice for Microsoft Teams app is an optional, supplemental Teams application that allows users to easily access 8x8 user settings and features from within Microsoft Teams.

The application must be installed into the Microsoft Teams environment and enabled for users by the company IT admin.

Features

Log in and log out of call queues and handle calls directed to the queues
Navigate to the analytics of a selected call queue to detect any performance issues
Set up your 8x8 voicemail preferences
Set up External call ID settings
Define call forwarding preferences for your extension
Select the default music-on-hold or add a custom recording
Send and receive faxes
Send and receive SMS/MMS messages (Limited to the United States and Canada)
Filter, listen or see transcription of personal voicemails. (Note: Transcription of group voicemails is currently not supported.)

Applies To

8x8 Voice for Microsoft Teams
Microsoft Teams
8x8 Work

Requirements

8x8 X Series License
8x8 Voice for Microsoft Teams license
Microsoft Azure AD for user Single Sign-On (SSO) is required for users to sign into the Microsoft Teams app (Learn more)

Additional Information

Symptom

The dial pad in Microsoft Teams does not appear for users, even though all of the following have been verified:

The Sync Now process has been completed successfully in the 8x8 Voice for Microsoft Teams admin portal.
Sufficient time has passed since the initial Sync Now setup process was completed (up to 72 hours).
Teams users appear normally in the admin portal.
Recent admin portal sync log data in Users > Sync Now > Show Sync History displays no Fail status.

Important: Note that this is not the only reason that the Teams dial pad might not appear. The most common reasons for this to occur are:

Provisioning sync in the Voice for Teams admin portal has failed in some way, even though the Sync appears to have succeeded, such as in the issue outlined in Voice for Teams: Dial Pad Does Not Appear, No Domains Activated in Sync Log

Not enough time has elapsed since a fully successful setup sync, to allow Microsoft to perform its own backend processing of the sync request. This can take up to 72 hours, and even longer when Microsoft experiences a more significant backlog.

Applies To

8x8 Voice for Microsoft Teams
Microsoft Teams

Cause

This specific issue could simply be a result of the Calls app not being pinned for display to users in the Microsoft Teams app bar.

Resolution

There are two solutions to this specific issue:

Users can manually add the option to Teams. This is a temporary solution, because this action does not permanently pin the Calls app to the app bar area.
The Microsoft 365 service administrator can pin the Calling app for Teams users, to force it into permanent view.

(Users) Manually Add the Calls App to Teams

Teams users must click on the ellipsis
in the Microsoft Teams app bar.
Then search for and click on Calls.
If the dial pad still does not appear, the user may need to click on Dial a number to expand the dial pad.

(Administrator) Pin the Calling App for Teams Users

To permanently pin the Calls / Calling app to the Teams app bar:

Open the Microsoft Teams admin center.
In the left side panel, navigate to Teams apps > Setup policies.
In App setup policies, click Global (Org-wide default) or whichever policy has been applied to Teams users.
In Pinned apps, verify that the Calling app is not present.
Click + Add apps.
In Add pinned apps, search for Calling.
Then click Add to add Calling to the list of apps you are going to pin.
- Note that if you've installed the 8x8 Voice for Microsoft Teams App, you can also search for that and pin it to the Teams user app bar.
Click Add at the bottom of the Add pinned apps panel.
If desired, click on Calling to highlight the app, then click Move up or Move down as needed to permanently position the app in the Teams app panel for users.
Click Save to complete your change. Note: It could take a few minutes for the change to take affect, as Microsoft processes and applies the change.
Users should log out of and log back into Teams to see the change.
Click on the Calls app in the Teams app panel to open see the dial pad.

Note that users might need to click on Dial a number in Calls to expand the dial pad.

Symptom

If the initial Sync Now process completes without the required domain activation phase, it may show that it has competed successfully, but has not activated any domains for voice services.

In this case, the dial pad in Microsoft Teams will not appear, and no inbound or outbound calls can be made through Teams.

Domain validation should appear in every Teams sync log, as in the screenshot below:

Important: Note that this is not the only reason that the Teams dial pad might not appear. The most common reasons for this to occur are:

Provisioning sync in the Voice for Teams admin portal has failed in some way, such as in the issue outlined in this article.

Not enough time has elapsed since a fully successful setup sync to allow Microsoft to perform its own backend processing of the sync request. This can take up to 72 hours, and even longer when Microsoft experiences a more significant backlog.

Applies To

8x8 Voice for Microsoft Teams
Microsoft Teams

Cause

This issue typically occurs when the Teams service is provisioned in the Voice for Teams admin portal before the PBX service is set up, and no country is defined and saved in the PBX service. The allocation of voice routing and associated domains is dependent upon the country specified.

This issue may not be automatically corrected by the later addition of the PBX configuration.

In this case, manual intervention is required. See the Resolution below.

Example: The Tenant Setup / Domain Validation section should always appear in every Teams sync log, with the actual domains listed.

Example: When this issue occurs, the Tenant Setup / Domain Validation section does not appear in the Teams sync log.

Resolution

CRITICAL: The following solution involves initiating one or more portal Sync Now processes which must be performed by a Microsoft Global Administrator.

In the Voice for Teams admin portal:

Log in and navigate to Services > PBX.
Change the Country to another region.
- Example: If the country is set to United States > New York, change this setting to France or United Kingdom (or vice-versa).
Click Save at the bottom of the page.
Click the Sync Now button.

The full sync process should now run, taking up to 15 minutes. During that time, you should see a notice stating that domains are being created and activated on your service:
Allow the Sync Now process to complete.
Now change the Country and State / Province (if needed) back to the correct setting(s) for your PBX service location.
Click the Sync Now button again. Another sync process taking several minutes will run.
When this final full sync has completed, the Sync Now button will display a green check mark.
Review the Sync log again to verify that the Teams sync now includes Tenant Setup / Domain Validation.

The service should now be ready for the configuration of users (as needed) and calling.

Question

Is user call status (presence) supported between 8x8 Work and Microsoft Teams?

Applies To

8x8 Work
Microsoft Teams
8x8 Voice for Microsoft Teams

Answer

Yes, 8x8 provides Azure applications which enable presence status sync from Microsoft Teams to 8x8 Work applications, and presence status sync for On Call status of 8x8 Work application users to Microsoft Teams.

See the following article for installation, requirements, and other information: 8x8 Presence Sync with Microsoft Teams.

Additional Information

If the 8x8 Presence Sync integration is not installed and working, users of 8x8 Work and Microsoft Teams apps will not see the call status change of those users.
8x8 Voice for Microsoft Teams is not required for use of the 8x8 Presence Sync integration.
- For example, if you use 8x8 Work for your voice services, and you use Microsoft Teams only for meetings and conferences, the 8x8 Presence Sync will display presence status (in 8x8 Work apps) based on user activity in both 8x8 Work and Teams.

Symptom

During the initial Teams Sync Now phase of the setup process in the 8x8 Voice for Teams admin portal, SBC (session border controller) domains are created and activated on your Microsoft 365 service. These domains are required for connecting your Microsoft Teams users to the PSTN (Public Switched Telephone Network), through 8x8.

In the Settings > Domains section of the Microsoft 365 admin center, the 8x8 domains display Incomplete setup in the Status column.

Note: Microsoft may instead show the domains as Not Connected to Services.

Applies To

8x8 Voice for Microsoft Teams
Microsoft Teams

Cause

This is a cosmetic issue, and does not impact your 8x8 Voice for Teams service.

Microsoft assumes that because a domain has been added, certain setup steps need to be completed in relation to the services that Microsoft offers, and so marks the domain setup as incomplete.

Resolution

No corrective action is needed, as the domains have been validated and activated. The 8x8 Voice for Teams domains do not use any services that Microsoft might suggest connecting them to, so the domain setup is already effectively complete.

IMPORTANT: 8x8 recommends that you leave your 8x8 domains as-is, with no modification.

However, if you decide to complete the domain setup with the goal of removing the Incomplete setup status, DO NOT add any DNS records suggested by Microsoft. Doing so is not necessary, and could impact your Microsoft and 8x8 Voice for Teams services.

Symptom

The dial pad in Microsoft Teams does not appear for a single user, even though all of the following have been verified:

The Sync Now process has been completed successfully in the 8x8 Voice for Microsoft Teams admin portal.
Sufficient time has passed since the initial Sync Now setup process was completed (up to 72 hours).
Teams users appear normally in the admin portal.
Recent admin portal sync log data in Users > Sync Now > Show Sync History displays no Fail status.
Calls app is pinned for display to users in the Microsoft Teams app bar.

Important: Note that this is not the only reason that the Teams dial pad might not appear. The most common reasons for this to occur are:

Provisioning sync in the Voice for Teams admin portal has failed in some way, even though the Sync appears to have succeeded, such as in the issue outlined in this article:

Voice for Teams: Dial pad does not appear, no domains activated in sync log

Not enough time has elapsed since a fully successful setup sync, to allow Microsoft to perform its own backend processing of the sync request. This can take up to 72 hours, and even longer when Microsoft experiences a more significant backlog.

Applies To

8x8 Voice for Microsoft Teams
Microsoft Teams

Cause

The phone number assigned to the user in the Admin Console may already be assigned in the Microsoft Teams admin center.

Resolution

The phone number assignment needs to be removed in Microsoft Teams

In the 8x8 Voice for Teams admin portal, verify that the following line appears in the Teams sync logs:
- Set-CsPhoneNumberAssignmentSet-CsPhoneNumberAssignment -Identity "<username>" -PhoneNumber "<phonenumber>" -PhoneNumberType "DirectRouting"
In the Microsoft Teams admin center, check the user and confirm that no phone number is assigned.
Search for an existing assignment for that phone number.
- The user that the phone number is assigned to may not be visible in the web interface.
- The following powershell command can be used to search for the assignment:
  - get-csonlineuser | where-object lineuri -like 'tel:<phonenumber>' | select userprincipalname, displayname
Remove the existing assignment for the phone number.
- If the user that the phone number is assigned to is not visible in the web interface, the following powershell command can be used to remove the assignment:
  - Remove-CsPhoneNumberAssignment -Identity <userprincipalname result from previous command> -PhoneNumber "<phonenumber>" -PhoneNumberType "DirectRouting"
Once the existing assignment is removed, initiate a sync from the 8x8 Voice for Teams admin portal.

Objective

8x8 Voice for Teams administrators have the option to configure their Teams users to use either 8x8 voicemail or Teams voicemail.

This article will show you the basic steps required for directing unanswered inbound calls to 8x8 user voicemail.

Note:

Some procedures in this guide must be performed by a Voice for Teams admin portal administrator, and potentially by an administrator of 8x8 Admin Console.

Changes to 8x8 user profiles can be performed by users, if the required permissions are not disabled by an 8x8 Admin Console administrator.

If needed, the guide to configuring your service to use Teams voicemail is located here:

Voice for Teams: How to Configure Your Service to Use Teams Voicemail

Applies To

Microsoft Teams
8x8 Voice for Microsoft Teams
8x8 Admin Console

Procedure

All of the following must be completed to insure proper unanswered call forwarding behavior for your Voice for Teams users:

Configure the 8x8 Voice for Teams Admin Portal

This process will update the applied Teams Calling Policy of your Teams users to force unanswered calls to 8x8 user voicemail.

Note that this procedure will enable 8x8 voicemail for all of your Voice for Teams users.

If one or more of your Teams users should require the use of Teams voicemail instead of 8x8 voicemail, perform the configuration changes below, and then see the section Overriding Teams Calling Policy for Individual Users in this article for further steps.

Log in to the 8x8 Voice for Teams admin portal.
Navigate to Services > PBX.
In the Calling Policy section, click the Manage Teams Calling Policy checkbox to enable it (if it is not already enabled).
Click the dropdown arrow of the Teams Voicemail menu and select one of the following:
- Prohibit Voicemail
  - Prohibit Voicemail effectively means "Prohibit Teams voicemail. Use 8x8 voicemail instead."
- Prohibit Voicemail & Call Forwarding
  - Note: This option removes the Voicemail and New number or contact options from Microsoft Teams in the Settings > Calls > Call answering rules > If unanswered menu. See 8x8 Voice for Microsoft Teams Guide for Administrators.
Click Save at the bottom to complete your changes.
Click the Sync Now button.
Once the sync process is complete, your affected Teams users must log out of and log back into Teams to complete the update to their Teams Calling Policy.

Overriding Teams Calling Policy for Individual Users

If needed, the default Teams Calling Policy set in Services > PBX can be overridden at the individual level. This allows an administrator to force a specific Teams user's unanswered calls to be forwarded to either 8x8 voicemail or Teams voicemail, depending on their requirements.

To force unanswered Teams user calls to Teams voicemail instead of your configured default of 8x8 voicemail:

Navigate to the Users tab in the Voice for Teams admin portal.
Click the dropdown menu arrow at the left side of the Teams user you are changing the Calling Policy for.
Click the Override Teams Calling Policy checkbox to enable it.
Click the dropdown arrow of the Voicemail menu and select Allow Voicemail.
Click Save at the bottom of the specific user's section.
Perform the above operation for each user whose Teams Calling Policy you are overriding from the configured default.
Click the Sync Now button to perform a full sync.
Once the sync process is complete, your affected Teams user(s) must log out of and log back into Teams to complete the update to their Teams Calling Policy.

Configure 8x8 User Call Forwarding Rules

For Microsoft Teams users whose unanswered calls are forwarded to 8x8 voicemail, their associated 8x8 user profiles must be configured to correctly trigger appropriate call forwarding behavior.

Note: If Teams users do not have access to their 8x8 user settings, an administrator must configure this option for them.

Log into Admin Console:
- Administrator login (displays all permitted options)
- User login (if permitted: displays only the user's Account Settings)
Editing the user profile:
- Administrators: Click on Home > Users, locate the user you are changing, and click on the pencil icon to edit their profile.
- Users: The user's Account Settings page will appear immediately.
Scroll down to Call forwarding rules.
Click to place a checkmark at the left of all appropriate options.
Configure the forwarding rule options. Example:
1. Click the pencil icon to edit the When the user does not answer the call within xx seconds forwarding rule.

In the pop-out window, set When no answer for (seconds) to the number of seconds to wait before an inbound call is forwarded.
Select the appropriate option in Forward the calls to. In the example, we've set inbound calls to ring for a maximum of 20 seconds, and then forward to 8x8 Voicemail.
Click Save.

When the user's forwarding options are all configured, click Save again to complete the process. The changes will take effect immediately.

User Configuration of Voicemail Options in Teams

Once the above configurations have been made, Teams users must verify their Microsoft Teams voicemail configuration, so that it does not cause issues with the use of 8x8 voicemail.

If users have not logged out of Microsoft Teams since configuration steps in the sections above were completed, they should log out of and back into Teams.
Then click the three dots in the upper right corner of Teams and select Settings.

Finally: in Calls > Call answering rules > If unanswered, click the dropdown arrow and select Do nothing.
- Note: Do nothing in this context basically means "Do not use Teams voicemail."
- Whichever available option is selected, it's critical that this field not be left blank. In that case, routing of unanswered calls to 8x8 voicemail may not function correctly.

Additional Information

Objective

8x8 Voice for Teams administrators have the option to configure their Teams users to use either Teams voicemail or 8x8 voicemail.

This article will show you the basic steps required for directing unanswered inbound calls to Teams user voicemail.

Note:

The procedures in this guide must be performed by a Voice for Teams admin portal administrator.

Changes to 8x8 user profiles can be performed by users, if the required permissions are not disabled by an 8x8 Admin Console administrator.

If needed, the guide to configuring your service to use 8x8 voicemail is located here:

Voice for Teams: How to Configure Your Service to Use 8x8 Voicemail

Applies To

Microsoft Teams
8x8 Voice for Microsoft Teams
8x8 Admin Console

Procedures

All of the following must be completed to insure proper unanswered call forwarding behavior for your Voice for Teams users:

Configure 8x8 User Profiles

For Voice for Teams users whose unanswered calls are forwarded to Teams voicemail, their associated 8x8 user profiles must be appropriately configured. This is to prevent 8x8 from picking up unanswered calls before Teams unanswered call behavior can be triggered. See Disable Voicemail for Users in Admin Console.

Note that this procedure does not apply to any Teams users who should use 8x8 voicemail instead of Teams voicemail, such as 8x8 Ring Group and/or Call Queue users.

Configure the 8x8 Voice for Teams Admin Portal

Note that this procedure will enable Teams voicemail for all of your Voice for Teams users.

If one or more of your Teams users should use 8x8 voicemail instead of Teams voicemail, such as members of 8x8 Ring Groups and/or Call Queues, perform the following configuration changes and then see the section Overriding Teams Calling Policy for Individual Users in this article for further steps.

This process will update the applied Teams Calling Policy of your Teams users to force unanswered calls to Teams user voicemail.

Log in to the 8x8 Voice for Teams admin portal.
Navigate to Services > PBX.
In the Calling Policy section, click the Manage Teams Calling Policy checkbox to enable it (if it is not already enabled).
Click the dropdown arrow of the Teams Voicemail menu and select Allow Voicemail.
Click Save at the bottom to complete your changes.
Click the Sync Now button.
Once the sync process is complete, your affected Teams users must log out of and log back into Teams to complete the update to their Teams Calling Policy.

Overriding Teams Calling Policy for Individual Users

The default Teams Calling Policy set in Services > PBX can be overridden at the individual level, if needed. This allows an administrator to force a specific Teams user's unanswered calls to be forwarded to either 8x8 voicemail or Teams voicemail, depending on their requirements.

To force a specific Teams user's unanswered calls to 8x8 voicemail instead of your configured default of Teams voicemail:

Navigate to the Users tab in the Voice for Teams admin portal.
Click the dropdown menu arrow at the left side of the Teams user you are changing the Calling Policy for.
Click the Override Teams Calling Policy checkbox to enable it.
Click the dropdown arrow of the Voicemail menu and select one of the following:
- Prohibit Voicemail
  - Prohibit Voicemail effectively means "Prohibit Teams voicemail. Use 8x8 voicemail instead."
- Prohibit Voicemail & Call Forwarding
  - Note: This option removes the Voicemail and New number or contact options from Microsoft Teams in the Settings > Calls > Call answering rules > If unanswered menu. See 8x8 Voice for Microsoft Teams Guide for Administrators.
Click Save at the bottom of the specific user's section.
Perform the above operation for each user whose Teams Calling Policy you are overriding from the configured default.
Click the Sync Now button.
Once the sync process is complete, your affected Teams user(s) must log out of and log back into Teams to complete the update to their Teams Calling Policy.

User Configuration of Voicemail Options in Teams

Once the above configurations have been made, Teams users should verify their Microsoft Teams voicemail configuration.

If users have not logged out of Microsoft Teams since configuration steps in the sections above were completed, they should log out of and back into Teams.
Click the three dots in the upper right corner of Teams and select Settings.
Next, Teams users should verify their preferred Teams unanswered call handling behavior in Settings > Calls > Call answering rules > If unanswered.

Finally, set Ring this many seconds before redirecting to an appropriate number of seconds.
- In our example, we've set calls to route to Teams voicemail if they ring for up to 20 seconds.

Additional Information

Overview

The 8x8 Voice for Microsoft Teams XT license provides Teams users with metered calling, with reduced per minute billing for select countries, where applicable rates are set out.

IMPORTANT:

As of June 10, 2024 the 8x8 XT license is End of Sale (EOS), and can no longer be purchased. Customers who already have this license on their 8x8 service prior to June 10, 2024 may continue using it as normal until further notice.
8x8, Inc. may from time to time make available new countries or regions and change its rates for the XT License. Any new countries, regions, or rates will be made available to customers in writing via email or by posting to 8x8’s website.

Applies To

8x8 Voice for Microsoft Teams
Microsoft Teams
8x8 X Series

Questions & Answers

Is the 8x8 Voice for Teams service required to use XT licenses?

Yes, your 8x8 X Series service must have or include the 8x8 Voice for Microsoft Teams service.

Are there any limitations & requirements to the XT license?

Please see Limitations & Requirements, below.

Is the XT license available to current and new customers?

XT licenses are no longer available as of June 10, 2024.

See Limitations & Requirements below for information about service requirements for this license.

Can XT license Teams users also use 8x8 Work applications?

8x8 Work applications are not available to XT users.
The 8x8 Voice for Microsoft Teams App also cannot be accessed by XT-licensed users.

Can XT license users access 8x8 voicemail?

XT users cannot access or make changes to 8x8 voicemail settings.
The Voicemail settings configuration option normally found in 8x8 user profiles is also not available in the 8x8 Admin Console for XT license users, even for administrators.
Therefore it is recommended that Voice for Teams administrators configure users of the XT license with Teams voicemail in the 8x8 Voice for Teams admin portal. This can be performed on an individual basis as an override (rather than using the configured service default), if required.

Complete instructions for configuring voicemail service for Voice for Teams users (including individual override of the default voicemail service) can be found in these online resources:

8x8 Voice for Microsoft Teams Guide for Administrators

Can users who are assigned the XT license be upgraded or downgraded to use other X Series licenses?

Users with XT licenses can be changed to Lobby, X1, X2, X3, X4, X0, and X0-T licenses.
Other X Series license users cannot be downgraded to XT licenses.
There is no downgrade path for XT-licensed users.

Where was the XT license available?

US
Canada
United Kingdom
Australia
New Zealand
Ireland

Limitations & Requirements

Limitations

The XT license is strictly a metered / cost-per-minute usage license for outbound calls. Inbound calls are included and are not metered.
8x8 Work applications (Desktop, Mobile, & Web) are not available to XT-licensed users.
The 8x8 Voice for Microsoft Teams App cannot be accessed by XT-licensed users.
8x8 Call Queues and Ring Groups are not available to XT-licensed users.
XT users cannot access or make changes to 8x8 voicemail settings.
The XT license is not supported for use with the 8x8 Phone App.

Requirements

8x8 Voice for Microsoft Teams service is required.
XT license users must meet the same Microsoft licensing requirements as non-XT licensed Voice for Teams users.
As with all other 8x8 Voice for Teams users, XT license users must have the MS Teams Integration license enabled in their 8x8 user profile.
Current customers must have 200 or more X Series licenses established on their 8x8 service to purchase XT licenses.
New customers must add 200 or more X Series base seats to their cart in order to qualify for purchasing XT licenses.

Zoho

Overview

Zoho provides a CRM application (customer relationship management). 8x8 provides Work and Contact Center phone integrations for the Zoho CRM product.

In addition to providing call controls, the integration recognizes calls to or from established contacts in Zoho, and can store data from those calls in Zoho.

Note: 8x8 integrations are not softphones. They don't provide audio services. They are effectively call control panels, and are required to work in conjunction with 8x8 Work for Desktop, 8x8 Work for Mobile, or a desk phone, depending on the integration type and needs of the user.

Online Documentation

Installation and use instructions for the 8x8 integration can be found in the online documents linked below:

Requirements & Limitations

Google Chrome web browser is required.
Search does not allow special characters, such as +, &, (), or @.
Search does not support possible match results in the integration.
Single Sign-On (SSO) is not supported.
Not available for 8x8 Express users.
Click-to-Dial only works from the individual objects (Contact, Lead, Account, or Vendor). Click-to-Dial will not work from the list pages. For example, Click-to-Dial cannot be added to the Contacts list view.

Operator Connect

8x8 Operator Connect for Microsoft Teams Configuration

Overview

Applies To

Procedure

Add the 8x8 as an Operator for Microsoft Team

Order 8x8 Operator Connect for Microsoft Teams licenses

Claim phone numbers in Admin Console

Assign phone numbers to Operator Connect

Assign the numbers to your existing MS Teams users

Additional information

Emergency Services

Number Porting