Offboarding a User in 8x8 Admin Console

Purpose

• Extension is clean and reusable
• Voicemail and numbers are handled properly
  User account is reset and deactivated

Overview of the Process

1. Handle voicemail associated with the user’s extension.
2. Decide what to do with the user’s phone number.
3. Understand what data is retained and what is deleted.
4. Reset the user’s extension to default settings.
5. Deactivate the user’s account.
   Important: Do not delete or recycle the user account immediately, as this may cause configuration issues.

1. Handle Voicemail (Before Resetting or Deleting Anything)

• Voicemails are tied to the user’s extension.
• Before resetting or deactivating the account:

Options

• Forward voicemail to another extension (See Forward a message to another extension)
• Delete voicemail (See Delete My Voicemails)
• **Warning: Account deletion & voicemail deletion is permanent.
• Download voicemail
  • (Applies only if Visual Voicemail is enabled.)
  • Must be done before the user's account is deleted or reset.
    
     

2. Manage the User’s Phone Number

• Reassign the number to a different extension (See Assign User Services and Extensions)
• Keep it on the existing extension and assign a new user later.
   

3. Understand Data Retention

• Call history and billing data remain available indefinitely in 8x8 Analytics.
• User chat messages remain indefinitely and are accessible only via the Audit
• Management Tool by a primary admin or a privileged user (See Audit User Conversations).
• Other product data (outside Analytics and Audit Tool) is removed after 12 months.
• PBX data (call data + user preferences):
  • Call data is preserved for other users’ call history.
  • User preferences are permanently deleted when the extension is reset.
  • Voicemails and call records remain tied to the extension unless deleted.
     

4. Reset the User’s Account to Default Settings

Steps

1. Log in to the Admin Console.
2. Go to Users.
3. Click More Options (three dots) next to the profile.
4. Select Reset to Default Settings.
    

5. Deactivate the User’s Account

Steps

1. Log in to Admin Console.
2. Go to Users.
3. Click More Options next to the profile.
4. Select Deactivate User.
    

FAQ

Can I delete an extension from Admin Console?