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The 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.
When setting up the Voice for Teams setup process works, occasionally some issues may occur (generally as a result of Microsoft not completing backend processes) which could prevent Voice for Teams users from seeing their Teams dial pad, or prevent them from making or receiving calls in Teams.
Are you trying to install 8x8 Contact Center for Microsoft Dynamics? Ensure you have admin access to Microsoft Dynamics. Learn more here.
By default, Say Nodes with text-to-speech in your inbound phone scripts are set to English. This guide will show you how to change your preferred language and voiceover.
To learn the answers to frequently asked questions about Microsoft Outlook and Skype for Business integration, click here for the FAQ list.
The 8x8 integration for Microsoft Dynamics does not support multiple sessions at the same time, having multiple sessions in the browser can cause pop-ups to open in the wrong environment.
The Microsoft 365 import is available to access from both 8x8 Work for Desktop and 8x8 Work for Web. To be able to import contacts from your Microsoft Office 365 you must have an Office 365 license assigned to the account from which you want to import the contacts.
To port your Google Voice number to another provider, you must first unlock it. There may also be a one-time fee to port your number. Learn more here.
8x8 Work users can integrate their phone service with Microsoft Dynamics using the 8x8 Work integration. Learn more here.
Are you getting the error, "Can't authenticate with Exchange server", while syncing Microsoft Exchange contacts with Active Sync? Learn to fix the issue here.
You can move a conversation from a confusing email thread to the company-wide collaboration chat rooms through Team Messaging. Learn more here.
This document outlines the network best practices and service requirements essential for successful 8x8 and Fuze implementations, ensuring optimal performance, reliability, and quality of service for Unified Communications (UC) services.
To configure an 8x8 Contact Center Agent user profile, log in to Configuration Manager for Contact Center. Learn more here.
8x8 Work for Outlook Click to Call plugin allows you to click phone numbers in Outlook to call your contacts using 8x8 Work Desktop. Learn more.
Port a large quantity of numbers to 8x8. This process requires the assistance of a porting coordinator to ensure a smooth transition of all numbers.
The 8x8 Customer Portal (My 8x8) is your personalized space to ask questions, connect with 8x8 Support, manage cases and billing, and even shop for new phones and service. Learn more here.
Phones should have compatible firmware and a valid factory-installed device certificate. Click here to access the provisioning guides by manufacture.
If you see an error that reads, "Connecting to 8x8 services" in 8x8 Work Desktop, whitelist the following domains in firewall settings. Learn more here.
Having an issue with the 8x8 Secure Pay integration? Collect necessary data to pass to 8x8 Support to assist with your case.
Unable to reset 8x8 Work password due to the error "Your company turned off 8x8 login?" Go to Identity Management in Admin Console to resolve the error. Learn more.
Configure the system to handle calls to your business number when your business is closed. Click Call Flow from the navigation menu to edit settings. Learn how.
Configure the system to handle calls to your main business number when your business is open. Click Call Flow from navigation menu to edit settings. Learn how.
If you are not able to send or receive SMS on your phone number, assign a local number as the first number chosen in Admin Console. Learn more here.
Look here for information on how to set up and use your 8x8 Contact Center Global service, including user guides, reference manuals, and more.
To configure Microsoft Azure SAML 2.0 SSO for Admin Console, begin by adding 8x8 8x8 Work from the gallery to your list of SaaS apps. Learn more.
You can download an official document that contains the references to the sub-processors used by 8x8. Learn more here.
When an agent receives voicemails on 8x8 Work, edit call forwarding settings. Learn more here.
8x8 Contact Center has out of the box integrations with leading on-demand CRM services, such as Salesforce and Zendesk. Learn about these APIs here.
Streaming API is a set of functionalities to allow 8x8 Contact Center tenants to receive information about Agent status, Interaction updates, etc. Learn more.
Managing Admin Console users includes Onboarding and Offboarding, Configuring Voicemail, etc. Learn how to manage the basics for users here.
You can configure your voicemail settings in Admin Console as an admin and via your phone as an end-user. Learn more from the steps listed here.
Speaker and microphone problems can occur with 8x8 Work for Desktop while communicating or listening to voicemails. Learn how to resolve this issue here.
The External IVR API is an HTTP API for tenants to integrate with an IVR system. It is embedded in the 8x8 Contact Center IVR server. Learn more here.
This process covers the steps needed to contact our teams for any payment inquiries for our Invoice or ACH customers.
Learn more about 8x8 Engage, a product solution designed to match the specific contact center needs of some Fuze customers who are migrating to 8x8.
Agents can accept voicemail interactions if they are assigned to an enabled voicemail queue and their status is set to Available.
To assign a user’s license, navigate to Services and Permissions and use the drop down to select the desired license. Learn how to change or remove a license here.
To configure your phone settings for 8x8 Contact Center users, open Users from the Configuration menu. Learn full steps here.
Changing the business number that customers call to reach your team, auto attendant, or team voicemail is simple with 8x8 Manager Express. Click for instructions.
To assign user services and extensions to an individual profile in 8x8 Admin Console, select a service license for the user. Learn more here.
Learn how to set up 8x8 Spaces for your organization.
To allow callers to route calls in specific agent extensions, log into Configuration Manager for Contact Center and select Users/Agents. Learn more.
See here for a list of manufacturers of headsets to review for use with your 8x8 phone.
The 8x8 Contact Center statistics reporting API is composed of a set of URIs that identify and request statistical data from the Historical Reporting database. Learn more here.
Customers who port numbers away from 8x8 find other users/contacts, also on the 8x8 platform can no longer call the ported numbers.
8x8 Work Meetings add-in for Microsoft Office 365 is an integration to create virtual meetings directly from your Office 365 tools. Learn more here.
To set up business hours and after-hour rules for the Auto Attendant in 8x8 Admin Console, navigate to the Call Handling Menus under Auto Attendants. Learn more here.
To set up a holiday schedule using an Auto Attendant, log in to Admin Console and navigate to Holidays exceptions and click +Add a holiday. Learn more.
You must log in to 8x8 Work for Desktop and click on the Fax option to send Internet faxes. You can also customize the fax cover sheet. Learn more here.
Download the Outlook plugin for 8x8 Work and access productivity features such as ease of use, integration with 8x8 Video Meetings and more.
When a Hubspot user attempts to connect the 8x8 integration, they receive a permissions error preventing them from using it. Usually this will occur when the Contacts page is first launched after the user has installed the 8x8 Work for Integrations Chrome extension.
There are three ways in which you can initiate a call from Microsoft Outlook using Outlook Click to Call Plugin. Learn how to use the plugin here.
Platform Switch is an event where a tenant is moved from a primary platform to a secondary platform within the data center. Learn more here.
To set up voicemail in 8x8 Admin Console, after setting up the initial voicemail password, navigate to Voicemail settings to make changes. Learn more here.
Configure your voicemail, call forwarding, and Auto Attendant options to prepare your 8x8 Work phone system for a holiday. Learn more from the guide here.
You can create or change your voicemail greeting from your desk phone. Learn more from the guide here.
8x8 Work Integrations and Plugins are pieces of software that provide many extra phone-related functionalities. Learn more here.
Unable to log in to Admin Console from the Application Panel? Clear cache, cookies, and temporary data from your system. Learn more here.
To set the voicemail greeting, log into Admin Console and go to External Voicemail Greeting. Learn more from the steps here.
Are 8x8 Contact Center calls going to voicemail instead of the next agent? Resolve the issue by checking the Interaction offer timeout. Learn more here.
To manage voicemail notifications when phones aren't ringing due to outage, enable forwarding for When Internet Connection is Down option. Learn more here.
To prevent calls from routing to voicemail in Admin Console, go to Call Forwarding Rules to enter a number associated with an extension. Learn more here.
Dialpad key shortcuts or star codes are shortcuts on the desk phone or in 8x8 Work, used to perform various actions. Learn how to use the shortcuts here.
To set up Ring Groups in 8x8 Admin Console, log in, then go to Create Ring Group option. Find the full list of steps here.
Find here the document that outlines the requirements for interoperability with the 8x8 SIP trunking interface and services. The document is available for download here.
There are many definitions for the elements of Call Detail Records in 8x8 Work Analytics. Learn each definition as per the column name here.
Configuration Manager for Contact Center administrators can use any secure FTP client to download recorded calls of agents from the tenant. Learn more here.
You must configure user profiles of 8x8 Contact Center Agents to use 8x8 Work as a softphone. Learn more here.
To configure Google Single Sign On, log into Admin Console as an admin, go to Single Sign On and select SAML or Google. Find the full list of steps here.
You can share audio from a Chrome or Microsoft Edge tab while in an 8x8 Meeting on 8x8 Work for Web or in 8x8 Work for Desktop on Windows.
8x8 Work for Web is a web browser version of 8x8 Work Desktop software. Learn more about when 8x8 Work for Web is recommended and how to use it.
Learn more about Account Settings and User Settings for migrated services from the Admin Console Administrator Guide for Migrated Services here.
To edit an extension in Admin Console, navigate to Voice Basic Settings and enter a new number under Extension number.
To edit your Ring Group voicemail password in Admin Console go to Voicemail Settings and click Reset Password. Learn more here.
The Q&As on call quality will provide in-depth insights and help you to interpret call quality reports in Analytics for 8x8 Work. Learn more here.
Are you new to the 8x8 Support Knowledge Base? You can contact 8x8, chat with Support, and more. Learn how to navigate the site with this guide.
Transaction IDs are used to track details pertaining to a transaction within the 8x8 Contact Center platform. Learn how to find them in 8x8 Contact Center here.
8x8 Contact Center routes the next call to the longest offered time based on the last transaction. Learn more about how these calls are routed here.
8x8 invoice includes the state, local, and other taxes that are imposed by the state or the provincial, local, and municipal governments. Learn more here.
You can activate your desk phone in 8x8 Admin Console by plugging it to an Ethernet connection and following the onscreen prompts. Learn more here.
Porting a telephone number to 8x8 will always require a request to be sent to the current service provider for approval. This request can only be sent once the correct porting documentation has been provided to 8x8. Each country will require different paperwork to be completed; most will require a Letter of Authority or LOA, and some countries will require additional documentation.
You can easily create a Support case through the 8x8 Support portal by clicking the Get Support button in the upper right corner. Learn more here.
To configure a Netgate pfSense Firewall, navigate to pfSense IP address assigned to you and then login with default credentials. Learn more.
The 8x8 Billing team can help you with questions about your contract.
Switching to Do not Disturb in 8x8 Work will prevent your extension from receiving any incoming calls as those calls will be routed over to your voicemail.
If you want to upgrade from 8x8 Express to an X series package, you must contact 8x8 Sales Team through phone or chat. Learn more here.
To set your company number as the caller ID for all extensions, toggle Set Main Number as Caller ID for all Users Belonging to this Site. Learn more here.
If you hear the message "The Activation Server is Busy" when trying to activate your desk phone, restart the activation process to fix the issue. Learn more.
As a user, you can activate a VoIP desk phone by logging in to 8x8 Manager Express as the system administrator. Learn the step-by-step process here.
To change the preferred codec for extensions, go to the Voice Basic Settings and select your choice from the drop-down under Preferred Codec. Learn more here.
To add internet fax capabilities to a user, navigate to Users, go to Fax notification settings and select a number to use in Fax Number. Learn more here.
8x8 Contact Center for NetSuite offers multi channel integration with NetSuite, allowing you to set up quickly and combine the benefits of NetSuite with the capabilities of 8x8 Contact Center.
To provision users with 8x8 SCIM API, start by obtaining an authentication token in Admin Console. Learn more.
Closed for a holiday or special event? Set a schedule and personalized offline message for your WebChat in 8x8 Contact Center.
To stream 8x8 Meetings content, set up the YouTube channel, then add your stream key in your 8x8 meeting. Learn more here.
To use the 8x8 Network Utility tool, obtain a Network Utility Key from our chatbot. Learn more about the requirements for using the tool here.
If you close a Chrome browser and delete all running processes, it can restore the call audio and video quality, without restarting 8x8 Work. Learn more.
In order to ensure continuous improvement of 8x8's Work for Desktop application, older versions are retired as per EOL policy. Learn why it matters here.
To change your Auto Attendant greeting in the 8x8 Admin Console, click on + Create Audio Files to upload or record a holiday-specific greeting. Learn more here.
Before activating your analog fax, voice, or overhead paging device, ensure that the device is added to your account in Admin Console. See how you can activate your ATA device here.
The account administrator controls your 8x8 system via Admin Console, sets up the system, and can also configure settings. Learn more here.
8x8 Recording API is a set of URLs that identify and request data recordings from the database. Learn how to get an authentication token from here.
This article explains the basics behind your 8x8 statement
To reactivate suspended 8x8 services, you will need to update your account information with a valid credit card number. Learn more.
Are you new to the Messaging Experience for the 8x8 Work applications? Learn more about the benefits, latest features, and how to use them here.
ServiceNow is a global cloud computing company that provides IT incidents, change management services, and asset management. Learn more here.
The Quality Management and Speech Analytics (QM/SA) application offers support for 8x8 Work users in addition to 8x8 Contact Center. Quality Management and Speech Analytics add-ons for 8x8 Work are compatible with all X series licenses.
Use Otto, the 8x8 Support Virtual Assistant, to find walkthroughs and solutions, and connect to 8x8 Support from the Admin Console portal.
To claim phone numbers in 8x8 Admin Console, navigate to Phone Numbers and select Claim Phone Number to add a new phone number. Learn more here.
In order to properly upgrade your account, our porting team will ensure that you have no active ports in the week leading up to your upgrade date. Rest assured that any action the porting team takes should not result in any downtime. Our porting team will contact the submitter of the port via email with specific information based on the status of the port.
Integrate Gong.io with 8x8 X Series accounts, allowing Gong.io to access customer call recordings and user data on the 8x8 platform. This process must be performed by each customer wishing to implement this integration.
To redirect calls to an external destination in Admin Console, navigate to Call Forwarding Rules and select + Add new rule. Learn more here.
Answer Machine Detection service can identify calls answered by voicemail and allocate the calls answered by people to the available agents. Learn more here.
Learn how to set up your Spectralink IP-DECT 400 phone in Admin Console for use with 8x8 services. For troubleshooting hardware, firmware, handset pairing, or other issues, you will need to contact an accredited Spectralink Professional Services provider.
Porting article directory. Looking for information on porting your numbers in or out of 8x8? Find helpful articles here.
Configure the 8x8 Dynamic Campaign API in Admin Console. To ensure all customer records are added to a campaign, you will need to configure a filter.
The real-time statistics reporting API is composed of a set of URIs that identify and request real-time statistical data from the 8x8 system. Learn more here.
Blended interactions allow the configuration of agents so they can be offered combinations of different media types. Learn how to configure this feature here.
Need to move your phone number from one 8x8 account to another? If you are moving fewer than 10 numbers, create a case with 8x8 Support. For more than 10 numbers, contact your account manager to arrange an account migration.
View quality score trends using a report in 8x8 Quality Management & Speech Analytics.
Before activating the Network Utility Tool, first you need to obtain an activation key, then you need to disconnect any active VPN connection.
8x8 offers API methods that allow you to send SMS Engage programmatically. In this tutorial, we will cover how to send a single SMS Engage: Send SMS Engage survey and multiple SMS Engage: Send SMS Engage surveys as batch in one command.
8x8 Work customers using Unlimited or Global extensions can communicate via SMS over any 8x8 Work platform. Learn about frequently asked questions here.
8x8 Work for Hubspot integrates your Hubspot CRM with 8x8 Work for Desktop or Mobile.
Download and install the 8x8 Spaces application for your device.
Getting Registration Handler, down for maintenance, or authentication error when attempting to contact support or view cases? Contact 8x8 Support for help. Learn more here.
To cancel an account, log in to 8x8 Express and click on Account information. Learn the step-by-step process here.
To see if your network is ready for 8x8 Work, check your equipment setup or run a bandwidth test using 8x8's Network Utility Tool. Learn more here.
You can review case status or see the case details once you have created one through the 8x8 Support portal. Learn more here.
To start the installation process, log in to NetSuite with an account that has NetSuite administrative access rights. Learn more here.
To install the 8x8 Work for Mobile app to make and receive phone calls, you will need your extension's 8x8 Work username and password. Learn more.
You can cancel 8x8 services at any time by calling 8x8 Support. 30 days advance notice is required for cancellation of services. Learn more here.
If you are a 8x8 Work Edition or X Series user, you can set a passphrase for your account through your My 8x8 Support portal. Learn more here.
To Send Feedback in 8x8 Work for Desktop or 8x8 Work for Mobile, click ? and then click send feedback. Learn more here.
If your organization has enabled you to view and manage your call recordings in 8x8 Work, you can access them through the Call Recordings tab.
To reset your 8x8 Work password, simply click "Forgot Password?" on the login screen. Learn full steps here.
All the phones must belong to be supported models on the compatible firmware. They must also have valid factory-installed device certificates. Learn more here.
Set up your Business hours by logging into 8x8 Manager Express. Click on Business Settings to set Open and Closed Hours. Learn how from this step-by-step guide.
Learn how to install and use all the features in 8x8 Work Meetings for Google Calendar plug-in from the detailed list of steps given here.
Want to add Licenses to your 8x8 Express Account? Log into 8x8 Express Manager and click on Billing Information. Learn more from the step-by-step guide here.
When your 8x8 extension and user profile were created, you would have received your 8x8 Work username and password via a welcome email. Learn more.
Are you experiencing audio issues in 8x8 Work Meetings? Check that your audio settings are configured properly. Learn full steps here.
Are you wondering if 8x8 Express is HIPAA compliant? The answer is yes, 8x8 Express is HIPAA compliant. Learn more about 8x8 and HIPAA compliance here.
Admin Console is the tool through which you set up your 8x8 Work phone system. Learn how to log into Admin Console here.
You can check the compatibility of the devices by validating the factory-installed device certificate of any third-party device. Learn more here.
To create a user profile in the 8x8 Admin Console and assign extensions to users, navigate to the Users page and click Create User. Learn more here.
Does 8x8 Work for NetSuite integration show the error: NetSuite authorization token is no longer valid? Learn how to resolve the issue here.
Selecting Call Using Desk Phone option in 8x8 Work for Desktop will route incoming and outgoing calls through your physical phone. Learn more here.
You can set a passcode for an 8x8 Meeting from within a meeting or through 8x8 Work for Desktop settings. Learn full steps here.
If your 8x8 service includes international dialing, create a case with 8x8 Technical Support to request enablement of international call forwarding. Requests will be reviewed and processed on an individual basis.
8x8 users can view their billing online in the Support Portal. To update the credit card, click My 8x8 in the Application panel. Learn more.
Unable to access Billing tabs to view billing statements or update payment method? Create a case with 8x8 Technical support. Learn more here.
Multi-factor authentication adds an extra layer of security to protect your 8x8 user accounts. 8x8 supports e-mail, SMS, and authenticator apps (e.g., Google Authenticator, Authy, Okta Verify) as second authentication factors. Customer administrators can opt to make multi-factor authentication mandatory for their users.
Access to Analytics for 8x8 Work must be enabled by your system administrator through Admin Console. Learn more here.
The maximum number of active participants in a single 8x8 meeting is 500. However, you can add more viewers by live streaming to YouTube. Learn more here.
Poly, Cisco, Panasonic, Yealink, Obihai, etc., have certain models of handsets that are compatible with Admin Console.
To assign and unassign numbers in Contact Center, log in to Configuration Manager as an administrator and navigate to Channels. Learn more here.
Find your order status, shipping status, tracking IDs, and order invoices within the 8x8 Support Portal.
Work for Desktop and 8x8 Work for Web application provides support within Citrix VDI. Learn more.
You need to contact 8x8 Support to confirm or change the billing telephone number for your 8x8 Contact Center account.
Looking for help? Learn how to ask our AI-powered chatbot any question about 8x8 products and services, from setup and configuration instructions to issue troubleshooting.
It is best to set up your DNS with the DNS from your ISP. If issues still arise you can set the 8x8 GTM on the phones. Learn more here.
8x8 Express does not include any faxing capabilities. To use internet faxes, you need to upgrade to an X Series account. Learn more here.
The minimum mobile operating system requirements for using the 8x8 Work for Mobile application are iOS 15 and Android 8.0 Oreo. Learn more.
Learn how to launch an 8x8 Meeting, invite participants, and more using 8x8 Work for Desktop here.
You can pay your monthly bill, which is due on the second of every month, through a credit card, a bank account debit, or a cheque. Learn more here.
While receiving a call in 8x8 Work for Desktop, you may only be able to answer via the desk phone. Learn how to resolve this issue here.
If you get an error message that says that 8x8 Web Dialer is no longer supported on Safari, use Chrome and install 8x8 Web Dialer extension. Learn more.
Generate Post Call Survey results "detailed-reports-survey" report using the 8x8 Contact Center Historical Analytics Detailed Report API.
To prevent 8x8 Work from opening on startup, toggle the setting off.
As an Express account admin, you would need to upgrade to contact 8x8 Sales and upgrade to an X Series account to obtain a Business Associate Agreement.
Authorized 8x8 users can add an additional security question to reset the password by logging into 8x8 Application Panel. Find the step-by-step guide here.
Admin users can find their contract date in the Orders Tab under My 8x8.
To configure a Ubiquiti Edgemax Router X, log in to the EdgeMax router web GUI and add 8x8 Subnets. Learn how to configure your Ubiquiti Edgemax Router X here.
If an Agent sees lost connection alert in 8x8 Agent Workspace, then check the ISP or network connection. Learn more here.
To configure a Valcom V-9970 overhead paging system for 8x8 services, ensure that the DIP Switches 1 and 2 are turned ON. Find the full list of steps here.
If you are unable to make or receive calls in 8x8 Work for Desktop after updating to the latest version, log into the web GUI for your router. Learn full steps here.
The 8x8 Work Mobile app for iOS does not ring when the phone is on standby or if it is not in an active window. Learn how to resolve here.
Unable to receive calls on 8x8 Work for Desktop despite Available Online status? Resolve the issue by re-checking your Do Not Disturb (DND) status. Learn more.
To adjust call from within 8x8 Work Desktop, go to the Call using option and select either Computer or Desk Phone. Learn more here.
To make a conference call or 3-way call in the 8x8 Work for Desktop application, while in an active call, select Options (three dots). Learn more here.
See your billing statement by logging into the 8x8 Support Portal.
Recommended firmware versions for phones, ATA adapters, and other compatible devices.
Set a passphrase for your 8x8 Express account in the Billing portal.
You can update billing information in the Support Portal by registering a new credit card with the updated information. Learn more here.
Use a toll free number by porting in a toll free number that you own or upgrade to an X Series account. Contact 8x8 Sales to discuss upgrade options. Learn more.
Trying to assign a new number to a user? Log into 8x8 Manager Express and click on Users and phones from the navigation menu to edit. Find the steps here.
Rather than change the primary admin info, it is advisable to simply add a new admin user by going to Company Settings, then the Admins page. Learn more.
If the inbound caller appears as unknown in 8x8 Work for Netsuite Integration, navigate to Customization and click on SuiteBundler. Learn more here.
When you try to login on a Windows computer, you may receive a “Cannot establish connection server…” error message. Learn how to resolve here.
To configure Cisco ASA 5505 router for 8x8 service, navigate to the IP address: 192.168.1.1 and login with the default credentials. Learn more here.
Invoices are automatically emailed. To request an additional copy, create a case with 8x8 Billing.
To download call recordings in 8x8 Work for Desktop, navigate to Call Recordings and click More Options and select Download. Learn more here.
If a user has an extension assigned in Admin Console, you can resend the Welcome Email by selecting More Options to the right of the affected user. Learn the step-by-step process here.
You can add an agent by creating a user in Admin Console and setting their status as an 8x8 Contact Center Agent. Learn more here.
Windows users can sync locally stored Outlook contacts with 8x8 Work for Desktop through the Contacts tab. Learn more here.
You may have to pay a fee for canceling your account, particularly if your agreed-upon contract term has not yet completed. Learn more here.
To configure a Cisco Meraki MX series router to work with 8x8 services, make sure your router is powered on and connected to your network. Learn full steps here.
The 8x8 Tenant Provisioning API is composed of a set of URLs for tenants to download information related to daily schedules or exceptions. Learn more here.
The 8x8 Recording Control API is an HTTP API that allows a tenant to pause and resume the audio feed to your call recording. Learn more here.
To block anonymous calls for an extension in Admin Console, go to Users, click on Add new rule and select Anonymous callers. Learn more here.
To log in and out of Call Queues in 8x8 Work for Desktop, click Call Queues icon. Learn more here.
To make outbound calls manually, agent should select Work Offline Status, then select the Phone icon. Learn more here.
While sending an SMS, you will receive a "Failed to send SMS" error message, if you have used the quotation marks. Learn how to resolve here.
You must log in to 8x8 Work Analytics and click the Header Menu to schedule an email report. Learn the step-by-process here.
In the event that a user is unable to access their second factor, an administrator can reset the user’s second factor.
During their first login after multi-factor authentication is enabled, users will be prompted to configure their second factor. Users can choose from SMS, e-mail, or authenticator apps.
To set up a Call Park Extension, you need to add a Call Park Extension and assign the Call Park Extension to a BLF key on the phone. Learn more here.
To customize the fax cover page in 8x8 Work Desktop, click fax, then create a new fax and edit the cover page. Learn more here with step-by-step guide.
When a temporary number is assigned to a user license, the SMS feature is not provisioned for that user until the port-in process has completed. Learn more here.
Screen Recording services have the ability to capture agents' desktop screens. Click here to download the Screen Recorder Client for Mac and Windows.
To edit users in bulk, use the Admin Console bulk edit tool. Navigate to Bulk Edit under Users to make the edits for selected users. Learn more here.
Hold music can only be set at an individual level for users and services. To do this, navigate to Music-on-hold settings and click Change File. Learn more here.
To block calls from certain numbers for an extension, expand the Call forwarding rules section and disable forwarding. Learn more here.
If you receive an error that says your audio or video devices were not found when using 8x8 Work, you may need to reinstall your device drivers.
To run call log reports in 8x8 Admin Console, click the arrow next to the User Profile icon in the top right corner of the page. Learn more.
To create a Site in Admin Console with a Main Line Number, you must first claim a phone number so that it can be selected for your site. Learn more here.
To find the administrator password for your phone or adapter in Admin Console, go to Device Admin Password under View Device Report. Learn more here.
From the Application Panel, click on the User Profile menu (top-right) and choose Application Password MFA. Read more here.
To configure ZyXELL ZyWALL USG-50 or USG-20 for VoIP service, access the ZyWALL USG-50's web interface and then go to Configuration. Learn full steps here.
To schedule a call log report, log in to Admin Console and click the arrow next to User Profile. Learn more here.
To create a callback option for outbound queue in IVR script with the 8x8 Contact Center, add a Label object outside the Forward to Queue object. Learn more.
To enable or disable outbound calling for an extension, go to Outbound Calling Plan Defaults and select the desired Outbound Calling Plan. Learn more here.
To set up extension-to-extension dialing in Admin Console, navigate to the List of PBXs at the bottom of the page and click Edit. Learn more here.
You can disable IM or SMS messaging functionality for users by creating new profile policies. Learn the step-by-step process here.
To set forwarding rules for your extension through 8x8 Work for Desktop, navigate to the application’s setting and then click on Account Settings. Learn more.
To set up Outbound Caller ID in 8x8 Admin Console, you need to log in as an administrator and navigate to the Caller ID section. Learn more here.
8x8 Contact Center Click-To-Dial API is a HTTP API that allows logged-in agents to perform outbound calls by launching external URLs. Learn more here.
Web Callback API allows tenants to embed a button on their website that would allow visitors to request a call back from the application. Learn more here.
To set up or change your Auto Attendant forwarding rules in 8x8 Admin Console, click Add Key under Alternate Menu to create scheduling rules. Learn more.
You can manage Call Recordings by logging into 8x8 Admin Console. Learn how to Download Recordings or Delete Call Recordings from the steps listed here.
You can configure the firewall and traffic shaping of your Edgewater 200EW/250W/AE1/AE2/4550 router, as well as many more config options. Learn more here.
If a new user is unable to make outbound calls in, scroll to the User's section in Admin Console and go to the External calling permissions tab. Learn more.
To create an Auto Attendant greeting in Admin Console, click Auto Attendants and select Create Auto Attendant to record a greeting. Learn more here.
To enable dial by extension on an Auto Attendant, enable Allow callers to dial an extension at any point option under Call Handling Menus. Learn more here.
Call recording can be configured at the Queue, Agent, or IVR level. Learn more about call recording behavior here.
Vtiger is a customer relationship management (CRM) application. 8x8 provides a floating phone integration in Vtiger for both 8x8 Work and 8x8 Contact Center. In addition to providing call controls, the 8x8 integrations recognize calls to or from established contacts in Vtiger, and can store data from those calls into Vtiger.
Agile CRM is a customer relationship management application. 8x8 provides a floating phone integration in Agile CRM for both 8x8 Work and Contact Center. In addition to providing call controls, the 8x8 integration recognizes calls to or from established contacts in Agile CRM, and can store data from those calls into Agile CRM.
To set the 8x8 Account Security Policy for 8x8 Work and 8x8 Contact Center, set a passphrase in the support portal. Learn more here.
1CRM is a customer relationship management (CRM) application. 8x8 provides a floating phone integration in 1CRM for both 8x8 Work and Contact Center. In addition to providing call controls, the integration recognizes calls to or from established contacts in 1CRM and can store data from those calls into 1CRM.
You can change the ringtone of the 8x8 Work app under Settings in 8x8 Work for Desktop and Mobile.
Pipedrive is a customer relationship management (CRM) application. 8x8 provides both Work and Contact Center phone integrations for Pipedrive. In addition to providing call controls, the 8x8 integrations recognize calls to or from established contacts in Pipedrive, and can store data from those calls into Pipedrive.
Learn how to integrate an Algo Video Intercom with 8x8 services.
NetSuite is a customer relationship management application. 8x8 provides a floating phone integration in NetSuite for both 8x8 Work and Contact Center. In addition to providing call controls, the 8x8 integration recognizes calls to or from established contacts in NetSuite, and can store data from those calls into NetSuite.
8x8 Work for Bullhorn allows its users to access call features of their 8x8 Work phone extension. Learn more from the Online Help Guide here.
To configure Okta SAML 2.0 SSO for 8x8 Admin Console, open the Okta Admin portal and select Applications. Learn more here.
For documentation and online user guides for the 8x8 ServiceNow integration for 8x8 Work and 8x8 Contact Center, read more here.
To add a custom avatar to an 8x8 Work chat room, select the room in 8x8 Work and upload the image from your device.
If your issue is extremely urgent and you are not satisfied with the progress on the case, you can escalate your case with 8x8 Support.
When attempting to launch the 8x8 Work for HubSpot integration, you receive the following message. This message may appear even though there is currently no 8x8 integration communication panel open.
To join and create meetings with 8x8 Spaces, check the meetings scheduled in your space, then tap to Join Now next to your meeting. Learn more.
In 8x8 Work for Desktop, you can select a virtual background before or during an 8x8 Meeting. Choose from blur, half blur, or image options.
The recommended minimum requirements to run 8x8 Spaces include TV, camera, etc. Find the full list of requirements to run 8x8 Spaces here.
To enable the ability to record calls selectively, log in to Admin Console and edit the Call Recording Settings for the user. Once enabled, the user will be able to start and stop recording in 8x8 Work for Desktop.
The 8x8 Work and Contact Center integration for Copper provides call handling and other functionality through a floating UI communication panel. It will recognize callers, pop records for those callers, and save basic call information.
Log in to 8x8 Agent Workspace through the Application Panel.
Resetting a user's password does not log them out of 8x8 applications. The user will need to enter their new password the next time they log in.
Email notifications are sent when you have unread messages for at least two hours in a room you are following. Learn more about these notifications from 8x8 Work here.
Click here to access the online guides for Zendesk integration version 3.1 for both 8x8 Work and 8x8 Contact Center.
To add or remove email recipients for 8x8 Contact Center Service Notifications, go to Service notifications - email addresses header. Learn more here.
Windows 11 Update 24H2 feature pack causes call quality issues.
When creating a case for 8x8 Support, you can select your preferred timezone during which you wish to be contacted.
To set up the Tenfold Integration for 8x8, log into your Tenfold account and go to the Profile tab. Learn more here.
All logs generated by the 8x8 Network Utility are located in a specific location based on your operating system.
Users with a pending Chrome update who attempt to share screens in 8x8 Work for Web on Chrome on MacOS, see that their screen sharing breaks or stops working.
In Admin Console, you can see all the phone numbers associated with your 8x8 account.
If you are experiencing an issue where you see a blank page and the 8x8 Work for Freshdesk integration does not connect, this may be due to the email/password authentication being deprecated.
To retrieve agent 8x8 Contact Center call recordings, log in to 8x8 Agent Worspace, click Menu, then Monitoring. Learn more steps here.
To forward the CLI on transfer in 8x8 Contact Center, ensure that an Outbound Phone Code has been created before enabling the feature.
You can find the plug-in in the Freshworks Marketplace.
In 8x8 Contact Center Agent Workspace, you can view Agent Status in the Contacts Directory. Use the filter options to refine your search by Group, User Status, Type, etc.
Learn more about requirements and limitations for 8x8 Work for Freshdesk, and view online help guides.
If you are unable to change your password as an agent using 8x8 Contact Center, contact your IT department or system administrator. Learn more.
If the microphone, video, or both are no longer working and cannot be selected in settings after updating 8x8 Work for Desktop, check your antivirus settings.
You need a Universal Telephone Interface like Valcom V-9970 to configure your Valcom V-2001A overhead paging system for 8x8 services. Learn more here.
You can hide or unhide a chat message in 8x8 Work for Desktop by selecting the messages icon and selecting Hide Conversation. Learn more here.
You need a Universal Telephone Interface, such as a Valcom V-9970 to configure a Valcom V-2001A, with a Feedback Eliminator Valcom V-9964. Learn more here.
Upload a new audio file to 8x8 Contact Center by logging in to Configuration Manager, selecting Audio Files, and uploading a new .wav file.
When attempting to use the ServiceNow 8x8 Contact Center Integration, the panel does not open. You receive an error that reads, "Companel is launched in another window, Please close this modal," with a Refresh button. Allow popups to resolve this issue.
When you use Next Generation NetSuite 8x8 Work integration, you may receive a “Failed to Associate the Call Log” error message. Learn more here.
In 8x8 Admin Console, you can easily see the number of licenses that remain unassigned. Log in to Admin Console and select Licenses to view Unassigned and Total licenses.
The Welcome Email is valid for 72 hours. Account administrators can resend the Welcome Email to users who have an extension assigned.
Log into Analytics for 8x8 Work and go to Employee Report to view the status and activity of your agents at any given time. Learn more from the guide here.
If an agent is stuck on the login screen, force a log out of the agent.
Add a custom logo to your 8x8 Meetings. Log in to the Application Panel, select Meetings, then Branding.
If you see a blank screen when attempting to log in to 8x8 Work for Mobile on iOS, ensure that Javascript is enabled in Safari on the device.
If 8x8 Authentication is enabled in Admin Console, account administrators can set password requirements for their users. Check settings under Identity and Security.
You must log in to Configuration Manager for Contact Center and go to Agents tab to create a new agent. You can also use an existing agent account. Learn more here.
To add a Play Object in an 8x8 Contact Center Script, log in to Configuration Manager for Contact Center and go to the Script tab. Learn more here.
It takes approximately 10 to 15 minutes after an email is sent before it is processed and sent to an agent as an interaction.
A web browser is required for security purposes. Learn more here.
You can use the Porting Date Selector to choose a porting date. Read more for tips on ensuring a smooth port into 8x8.
To change post-processing timeout for an 8x8 Contact Center agent, log in to Configuration Manager for Contact Center and edit Queue/Skills. Learn full steps here.
The Service Level Agreement (SLA) of a queue defines the target performance metrics of the queue. Learn how to define Inbound Phone Queue SLA from the guide here.
If you do not have the Google Chrome browser installed on your Android device, you may see a blank screen that prevents you from logging in to 8x8 Work for Mobile. Learn how to resolve this issue here.
You can enable the ability for your customers to provide attachments to your Contact Center agents in Configuration Manager for Contact Center.
This issue can occur when there is a sync discrepancy between the computer time and Internet time. To resolve, sync the computer time.
You can filter out spam messages if the configuration option is set by an administrator with access to Configuration Manager for Contact Center. Learn more here.
If the Customer Name is not populating in the Interaction Details report in Analytics for Contact Center in spite of having customer data in the local CRM, add a Check ANI node to your inbound phone script.
To configure a Facebook account as an 8x8 Contact Center social channel, a valid Facebook account with at least one page is needed. Learn more here.
There are several keyboard shortcuts you can use within 8x8 Work for Desktop.
To reclaim or reuse a number associated with a closed account or line of service, then create a case with 8x8 Technical Support. Learn more here.
In Configuration Manager for Contact Center, you can configure a password policy to define security requirements for Contact Center user passwords.
If an agent attempting to log in to Agent Workspace keeps getting a login prompt, clear cache and cookies.
Want to block all external calls and allow internal calls only? Do this by going to Call Forwarding to create a new Rule. Find the step-by-step guide here.
Auto Call Log does not pop or is very slow on NetSuite when enabled. This is due to NetSuite's concurrency limit. Contact NetSuite Support for resolution.
You can enable agents to log in and out of call queues in Admin Console. To log in or out of Call Queues from a desk phone, dial 5 5 7 from an extension that is part of any call queue. Learn more here.
Learn how to generate an Average Quality Score report in Quality Management.
If you have an inbound phone script where callers don't receive Post Call Survey, move the Post Call Survey before the Forward to Queue object. Learn more here.
Trying to delete emails in bulk in Configuration Manager for Contact Center? Select a user in Configuration Manager and enable them to pull emails from the queue. Then you can log in as that agent and bulk delete emails.
To change a user's site, click the checkboxes beside the user or users you wish to change the site of and go to site drop-down to select a site. Learn more.
If an agent's account is locked, the agent will have to wait for the duration of the lockout period defined in the Contact Center Password Policy before they can log in or change their password.
Learn about Analytics for 8x8 Contact Center reports and how to read the various sections.
To create a repeating message loop in the IVR Script, log in to Configuration Manager for Contact Center and select Scripts. Learn more.
Understand the emergency call flow in 8x8 Agent Workspace.
Install the Quality Management screen recorder.
Call recordings can take several hours to populate.
Log in to Configuration Manager for Contact Center to create an IVR script with a limited loop. Learn the step-by-step process here.
If the Welcome Email or resetting a user's password through Admin Console fails, you can try removing services or toggling the email address.
Contact Center Analytics was built to help capture ongoing transactions and is done through the Entered Column.
To manually provision your Yealink phone using the phone's web GUI, press OK on the phone and then scroll down to select More. Learn full steps here.
To process a Data Deletion request, send a completed Data Deletion Request Form to the Support team via your Support case. Download the form here.
To configure a DLink DIR-655 router for use with VoIP services, navigate to the IP address: 192.168.0.1 and login with the default credentials. Learn more here.
Find out all the technical requirements for X Series, including network requirements, considerations, and recommendations.
These 88 Second quick reference guides give an overview of the key functionality for each 8x8 product. They have been designed to supplement existing training content.
Your voicemail cannot be configured in 8x8 Work Mobile app settings, you must change your settings through the audio menu. Learn more here.
To add missing words from the dictionary to Speech Analytics, log into Speech Analytics and add a new Topic or Topic Category. Learn more from the steps here.
LNP Services allows small business users to get assistance in porting numbers and handling any issues that may occur in the number porting process. Learn more.
When offboarding users from Admin Console, figure out what happens to their voicemail, phone number and data before deactivating the account. Learn more here.
The network utility tool simulates phone calls to data centers and gives specific measurements of network performance. Download the tool here.
You can access your voicemail from your own extension or another in-network extension. Learn about accessing your voicemail, recording a greeting, and more here.
Learn how to prepare your network and agent workstations to operate with your 8x8 Quality Management and 8x8 Speech Analytics application from the guide here.
Call Queue group voicemail options can be accessed by dialing in from within your 8x8 phone network and entering the Call Queue's voicemail password. Learn more.
To set up cost centers for sites as an Editions or X Series account admin log into the 8x8 Application Panel and go to the Billing Tab. Learn more here.
If Agents are unable to receive calls or keep getting put on Break status, then check Phone Number Configuration in My Profile. Learn more here.
To set up a schedule for special events or holidays, click Home within Configuration Manager for Contact Center and select the Schedules tab. Learn more from the steps here.
You can initiate three types of call transfers, namely Warm Transfer, Blind Transfer or Transfer to the Voicemail using a Poly Handset. Learn more here.
Having issues with a number you have ported in to 8x8? Read more to resolve this issue.
To delete a Users profile and ID, log in to Admin Console, go to Users, click on Edit, select Delete and click Continue. Learn more from the steps here.
To fix Internal Conversion Error, ensure the attachment compatibility by checking 8x8 Internet fax supported file types. Learn more here.
You can clear your browser caches and cookies by pressing the Ctrl+Shift+Del keys together. You must not uncheck Website Files. Learn more here.
To view, change, or reset your voicemail password, go to Admin Console, Work for Desktop, or Work for Web, or use your mobile or desk phone. Learn about your voicemail password here.
This feature must be enabled by 8x8 Support. Access your 8x8 voicemail from an external line by dialing your 8x8 phone number and by pressing # during the greeting. Find the full list of steps here.
If voicemail notifications aren't reaching your email address, set the correct email address at the correct location under your user profile. Learn more here.
This article gives the most common details requested on the Supplier Forms asked by new customers in order to set up 8x8 in their accounting systems.
Are you wondering how to transfer a live call to a specific extension's voicemail box from 8x8 Work for Desktop or a desk phone? Learn how from the steps here.
A PBX restart involves stopping and then restarting the various services and microservices that make up a customer instance known as the PBX. It is necessary to perform the restart, primarily, to enable or disable (or set feature values) that can only be identified during the starting of the dependent service or microservice.
The default voicemail inbox limit is 40 messages. It can be increased to a maximum of 80 stored messages or decreased to 20 stored messages. Learn more here.
Your calls directly going to voicemail may be because of a Do Not Disturb setting or a call forwarding rule. Learn how to fix this here.
You can import Outlook contacts via My Contacts or under Settings. Review the checklist before importing Outlook contacts. Learn more here.
To log in and log out of a Hot Desk host, dial *43 from a Hot Desk host, enter your extension number and your voicemail password. Learn more from the steps here.
If you are not receiving a screen pop, it can be because of browser issues, Salesforce issues or Communication Panel Settings. Learn how to resolve here.
You can create or edit voicemail passwords in Admin Console by first creating a user profile. Learn more here.
If your calls go straight to voicemail when you dial extension phone numbers, you must check if the Do Not Disturb mode is switched on. Learn more here.
To setup auto delete voicemail on an extension, go to the user section and locate the user in Admin Console. Learn full steps here.
To set announce-only mode from your phone, access the voicemail system from the extension and follow the steps. Learn more.
If the Announce Only Mode has been turned on, callers will not be able to leave voicemail messages. Learn how to resolve here.
The "Line Unregistered" error means your phone cannot authenticate with the SIP proxy. Learn how to fix this error to activate or get service to your phone.
For quick testing with the audio issues, download WinMTR and for longer-term testing for intermittent issues, download PingPlotter. Learn more.
Bullhorn CRM is similar to Salesforce, NetSuite, or Microsoft Dynamics CRM. Learn how to purchase, provision, and integrate Bullhorn CRM here.
In order to test or troubleshoot a hard fax connection using the Cisco Linksys SPA adapter, you must first obtain the adapter IP address. Learn more here.
Check out our best practices for implementing or troubleshooting your voice, video, and contact center services!
This guide will show you how to configure your Cisco SPA IP phone. The guide applies to Cisco IP SPA303, SPA504G and SPA525G2 phones. Learn more here.
Enhanced 911 service enables a telephone dialing 911 to transmit the caller's address to emergency responders. Learn more about E911 service fees and taxes here.
Are you receiving reports of suspicious calls from your number? Create a case with 8x8 Support to change your number. Learn more here.
To swap phone numbers between users or between services, click the X that corresponds with the number you would like to move. Learn more from the steps here.
A factory-installed device certificate is required to provision an AudioCodes ATA adapter or to recover it after a factory reset. Learn more here.
When a call is ringing on the agent's phone, it is not in the call queue, so the caller is not able to press option 2 for voicemail while the call is ringing on the agent's phone.
Call loops occur when call forwarding rules are set in a way that allows a single call to go back to a destination infinitely. Learn more about call loops here.
Looking for information on typical LAN equipment? Contact an 8x8 technician for assistance to determine which equipment is right for your LAN. Learn more here.
Power Keys allows you to handle multiple calls at the same time and monitor other users' availability. Learn how to configure Power Keys from the guide here.
If you get the error "This extension is not allowed to use group call pickup.", add the missing extensions to the Group Call Pickup extensions list. Learn more.
If you get the error, "Error Saving user. Failed at fax." when attempting to save a user, assign the phone number to a new user to fix the issue. Learn more.
Increase the maximum time in the Interdigit Short Timer on the Cisco Web GUI by going to Control Timer Values. Learn how from the list of steps given here.
To set up your main line number in Admin Console, select your Main Line Number under Voice Service Settings option. Find the full list of steps here.
Do you need to know how 8x8 Hot Desk works, which password is used to log in and out of Hot Desk or other questions about Hot Desk? Read the Hot Desk FAQs here.
When you are on a call, you can either transfer to the extension 460 or use Call Park soft key to enable the call parking function. Learn more here.
PingPlotter is a third-party application that gives you additional information on network connectivity. Read more for a step-by-step guide on how to use PingPlotter.
To activate an Obihai ATA adapter (OBi300 OBi508) in Admin Console, connect your device using the ports on the back panel. Learn more here.
To provision a Cisco 3PCC 7821, 8841, or 8861 Phone for 8x8 service, you must ensure the phone is connected to your network. Learn more here.
When DHCP VLAN Discovery is set to Fixed, the phone will examine DHCP options 128,144, 157 and 191 for a valid DVD string. Learn more here.
If a Line Unregistered error displays on Poly phones, it could be due to Geo-Routing or TCP connection issues. Learn how to resolve the error here.
In July 2023, Multi-Factor Authentication was rolled our gradually for all Admin Console administrators. This change only impacts users who use 8x8 Authentication to access their 8x8 services.
Transfer a number from your former service provider to 8x8. To transfer a number to 8x8, click Phone Numbers in 8x8 Admin Console. Learn more here.
Are you getting the message, 'Maximum concurrent logins reached' while trying to log into 8x8 Agent Workspace? Learn how to resolve the issue here.
The Bria 5.0 softphone has been End-of-Life (EOL) since 2021 and is no longer supported (i.e., not certified for use with Windows 11 or macOSs 12 Monterey and above). The developers of Bria (Alianza, formerly Counter Path), have stopped selling licenses for Bria 5.0. Based on these facts, 8x8 is discontinued resale and support of Bria 5.0. The recommended alternative is 8x8 Work for Desktop.
A Poly phone will not accept the 8x8 provisioning for various causes, including an incomplete factory reset. Learn more about the causes and how to fix them.
Provides troubleshooting tips for identifying why calls are disconnecting from a Network Engineering standpoint.
Learn more about different ways refunds and credits can be given.
This article shows how to factory reset and provision OBi300 and OBi508 ATA adapters to work with 8x8 service.
Poly Edge E400/E450 desk phones have a unique line key and screen configuration. This article shows the order in which line keys are configured.
To change a Ring Group's Inbound Caller ID in Admin Console, go to Ring Groups and select an option from the Ring Group Caller ID drop-down. Learn more.
To set up the Dial-by-Name feature using Auto Attendant in Admin Console, create user profiles for all the people in the company directory. Learn more.
During a Fuze Desktop meeting, you can share your screen or share an app. Click Share and select the source you would like to share.
Unable to power up your Poly phone? Poor internet connectivity, not using POEs or plugging into wrong ports could cause this. Learn how to resolve the issue.
It is normal to experience up to 15 minutes of downtime on the day of your port. If you experience more than 15 minutes of loss of service, check the number assignment, perform some test calls, and contact 8x8 Support.
Use a CSV file to bulk upload user information when a port has been submitted but not completed. This will allow you to set temporary numbers until the port completes.
To create a Paging Group in Admin Console, navigate to Paging and select '+ Create Paging Group', on the top right of the page. Learn more here.
To provision a third-party phone for 8x8 service, begin by checking your device for a valid, factory-issued device certificate. Learn full steps here.
8x8 Single Sign On (SSO) allows users to sign in to both Salesforce and 8x8 extension simultaneously with Salesforce login credentials. Learn more here.
8x8 Work lets you flip calls, or move your conversation to your desk phone or 8x8 Work for Desktop application. Learn how to call flip here.
Learn how to configure and set up the EdgeMarc 4550, 250W, and 200AE1 router.
Understanding the most common details requested on Supplier Forms by new customers in order to set up 8x8 in their accounting systems.
You can use a downloadable template as a guide for drafting your own Ownership Consent Form. Learn more here.
To place a self-service order in the support portal, go to My 8x8 in your 8x8 Application Panel. Click here for full steps and how to upgrade existing services.
Passphrase is a private identifier first created during your initial 8x8 setup. Learn how to retrieve it from the Support portal from here.
If group chat recipients are not receiving SMS, then send individual messages to recipients that are only logged in to 8x8 Work for Mobile. Learn more.
Outbound caller ID can be configured in Admin Console by an admin. Learn more here about how caller ID works.
To use a phone number as the Caller ID, navigate to Use as shared caller ID from Admin Console and enter the phone number. Learn more here.
To configure an untangle firewall, navigate to your untangle device IP address, and log in with your credentials. Read more for more information.
To manually provision your Yealink phone using the phone's web GUI, press OK on the phone and then scroll down to select More. Learn full steps here.
To configure a Viking PA-30 overhead paging system for 8x8 services, Turn ON DIP Switch 1 and connect the RJ11 cable to an 8x8 adapter. Learn more here.
If your Poly phone screen displays BootROM, Could not contact boot server, will use existing configuration, or other errors, look here to resolve.
Upgrading Billing Frequency from Annual to Monthly
This guide helps to create a basic report for user call activity in Salesforce, from data stored by the 8x8 8x8 Work for Salesforce integration. Learn more.
To configure Viking PA-2A overhead paging system, turn on DIP switch 4 and connect the phone line to 8x8 adapter. Learn more.
If the agent’s workspace displays the Start button but does not ring the agent's workplace phone, you must a case with 8x8 Technical Support. Learn more here.
When you attempt to send an internet fax and receives an error that reads, "Temporarily failed to send fax." Learn how to resolve this issue here.
To download usage and service summary, log in to 8x8 Application Panel, then click on My 8x8. Learn more here.
The date and time displayed on the desk phone will flash if the SNTP time server address isn't set right or DNS settings aren't configured properly. Learn more.
A device certificate is a unique identifier used to authenticate phones and other devices. It's crucial for security against IP attacks. Learn more here.
When you make outbound calls, Anonymous name displayed on the recipient's phone, then press the Menu button, Select User Preferences. Learn more here.
To manually provision a Yealink T23P or T46G phone, go to the advanced settings on your phone and select factory reset. Learn more about provisioning here.
Configuring SonicWall Routers in the old web interface involves several steps like adding 8x8 Subnets. Learn the step-by-step procedure from the guide here.
Need the administrator password for your desk phone or adapter? Learn more about default passwords or how to find the activation code in Admin Console.
When 8x8 Contact Center agents receive a flashing indicator about inbound calls, the agent status may go offline. Learn how to resolve this issue here.
To import 8x8 contacts to the Poly desk phone, press the Home button on your Poly device and go to Directories. Learn full steps here.
To configure a Viking PA-15 Overhead Paging System for 8x8 services, move the FXS/FXO Switch to FXS and leave DIP switches 1-10 in default settings. Learn more.
Your Fortinet Fortigate 60d Firewall provides top notch network security & advanced wireless connectivity. Learn how to configure your Fortigate 60d router.
To generate a users report, click Users and navigate to the Generate button to download a CSV file. Learn more here.
Plantronics has created a Compatibility Guide to see which Plantronics headsets will work with your 8x8 desk phone. View the list of compatible headsets here.
You must ensure that the extension Contact Directory Scope is set to PBX to receive a call even if the phone is busy. Learn more here.
Account suspended due to late payment? Log in to the My 8x8 Support portal to make a payment. Learn more here.
You may need to reset the Supervisor Status to enable supervisors to live monitor the agents without disruption. Learn more here.
For an ongoing investigation, a minimum of three call examples with few specific details is requested from 8x8 engineers to progress troubleshooting. Learn more.
Faxing has known limitations when implemented as a Fax over IP service. These limitations are technology-based and industry-wide. Learn more here.
To see charges to specific extensions, log in to the My 8x8 portal, select Billing, then View Statements. Learn more here.
If Internet Fax Fails to Send fax in 8x8 Work, check the limits and restrictions of the service. Learn more about the limitation and restrictions.
If you are unable to activate your third-party Poly VVX phone, try changing the Base Profile to Generic. Learn more from the list of steps here.
If your Panasonic KX-TGP600 DECT phone is receiving Error 003: Not Registered, it may be due to a bad configuration. Read here for more information.
Disabling SIP-ALG is an essential part of configuring the firewall on your router. Routers sold by 8x8 come preconfigured with ALG disabled. Learn more here.
To force log out an agent, log in to 8x8 Agent Workspace as a supervisor agent and select Menu, then Monitoring. Learn full steps here.
Trying to configure a Bogen TAMB2 Overhead Paging System for 8x8 services? Learn how to do so with our detailed instructions and visual illustration here.
Network Utility Results have ten categories, such as DNS Testing, Ping Test, NAT, Outbound Connectivity, and others. Learn more here in detail.
To forward calls on Poly VVX 500, enable local forwarding on the phone and then tap settings from the home view. Learn more here.
Want to know what are the domains on the Network Utility DNS used for? Find the full list the what the domains on the Network Utility DNS are used for here.
The monthly minute usage is calculated based on the total number of minutes used across all Contact Center seats. Learn more here.
To set a Static IP and DNS on Yealink desk phones via the web GUI, begin by finding out the IP Address by going to the desk phone's Menu. Learn more here.
Blocking outbound calls from certain prefixes requires Professional Services engagement. Create a case with 8x8 Support for assistance.
8x8 uses a third-party vendor for credit card capture to keep cloud payments secure.
If you're unable to get access to the Billing Statement, review these options for assistance.
To setup Obhai off-hook auto-dial, connect your device with power, internet and phone port on the back of the device. Find the full list of steps here.
To connect Poly VVX Sidecar, connect the base stand to your Sidecar at the same angle as your phone’s stand. Learn more here.
The source of your Netgear router issues is likely a Netgear NAT Routing Table with NAT settings secured. Learn to fix your Netgear router issues here.
Your phone’s firmware will determine its default administrator password and the ability to utilize certain features. Learn how to check the phone's firmware here.
Do you want to clear cache, cookies, prefetched files and temporary data from the system and Google Chrome? Learn how from the list of steps given here.
This article shows the process on how to create a billing case in the Admin Console
To create a Barge-Monitor-Whisper group in Admin Console, click + Create BMW Group and go to Group Admins. Learn more from the steps listed here.
If you are trying to send a multi-page internet fax and not able to send a fax, check the restriction and limitations here. Learn more to resolve this issue.
There are a couple options to fix your phone when it displays the wrong time and date. You may have to reset your phone's password or IP address. Learn more here.
Solve the Poly URL call is disabled error by confirming that all ports and cabling are functional. See if you can access your phone's web… Read more.
To factory reset your Panasonic KX-TGP600 Dect Phone, enter the MAC password or MAC ID and complete the reset process on your device. Learn more here.
To whitelist Zero Touch Provisioning services for Obihai and Poly devices, begin by adding the PDMS, IPs, and Ports to the firewall whitelist. Learn more.
The regulatory cost recovery fee is charged to recover some of the regulatory compliance costs. Learn how it's charged here.
You can remove phone warnings on a Poly phone by navigating to the Diagnostics option in Settings menu. Learn more here.
If Bluetooth radio fails to enable on Poly VVX 600 after GTM configuration push, then restore the phone to factory settings. Learn full steps here.
Configuring your network for VoIP services includes a series of steps such as enabling https, configuring ports, white listing and more. Read the instructions.
The Field Name can contain A-Z, 0-9, and the maximum character length is 32. Learn more here about the invalid characters and field length.
Phone doesn't ring or display that a call is coming in when receiving inbound calls? Disable Do Not Disturb and SIP ALG on the network to resolve the issue.
If you are unable to enter a provisioning URL on the phone tab's upgrade section because the page is blank, you must change the URL. Learn more here.
When your Poly phone shows the wrong extension name and number, restart the phone and update the configuration of the phone. Learn more here.
To export logs on a Poly phone, find the IP address of the phone, press the home button, then select settings. Learn full steps here.
How to enable the regular access to the computer microphone with the Firefox browser when using Agent Workspace Softphone.
What are Usage Bundles? Learn what they are and how to understand your billing statement.
Unable to assign a number to a user or service in Admin Console? Check the number status of the Assigned To column to resolve the issue. Learn more here.
A guide to how long it will take to process a refund or credit.
To Run a Path Ping in Windows, open Command Prompt by clicking on the windows key on the bottom left-hand corner of the screen, then type CMD. Learn more.
Getting an error "Failed to get boot parameters via DHCP" when setting up Poly SoundStation IP 6000? Set the Ethernet Link Rate on the switch port. Learn more.
Get a comprehensive list of country, country codes, exit codes, and trunk fix to place an International Calls. Learn more here.
If you are assigning contacts to a favorites list on Poly VVX 300/310 phones for speed dial, press the up arrow hard key or Home. Learn full steps here.
If a Poly device is not provisioned correctly, it may display a SIP message. Learn how to resolve here.
Find the list of Default Audio Files for Music on Hold, Call Queue and Ringing Audio here. Default audio files available for download here.
To connect and pair your Poly RealPresence Trio 8800 and Trio Visual+ phone, connect the Logitech Webcam C930e to the Trio Visual+. Learn more here.
To configure an ASUS router, Navigate to Advanced Settings, then WAN and then NAT Passthrough. Learn more here.
Are you unable to access the web GUI for Poly devices? Resolve the issue by enabling Web Server Configuration. Learn more about this issue here.
After booting your Poly device, you may see a login screen that prevents you from activating the device. Learn why this happens and how to resolve it here.
You can reset the Yealink DECT Base Station to the Factory Defaults by using Agent Workspace or through the physical base. Learn more here.
To check the status of a number transfer in Admin Console, navigate to Porting Status in the Filters menu. Learn more here.
Different firmware versions will interact with hosted VoIP services differently. Find the list of devices that have issues with hosted VoIP services here.
The Universal Service Surcharge is a tax imposed to support the Federal Universal Service Fund, established by the U.S. gov. Learn more here.
Are you unable to activate your Cisco 504G and 303 Phones? It could be due to the firmware being incompatible with the new Certificate. Learn more here.
To configure Group Call Pick up in Admin Console, navigate to Group Call Pickups and then click Create Group Call Pickup. Learn more here.
To add individual contacts or a list of contacts to the directory, go to the User page and click Create user or Bulk Upload respectively. Learn more here.
Are you wondering what local SIP ports and duplicate ports are? Learn more about local SIP ports and duplicate ports and what purposes they serve from here.
Some Poly phones let you create a custom background image on your phone display. Learn how to set a custom background image here.
You can reset your Poly phone to its factory default settings by going to Administration Settings from the Home key. Learn more from the steps given here.
WinMTR is a Windows clone of MTR, a Linux/Unix utility that combines Ping and Traceroute functions into an easy-to-use-function. Download WinMTR here.
Guidance for 8x8 Reseller or Resale partners and Direct Customers with the porting process and giving guidance on when and how to get numbers ported over.
If you transfer a call to another queue in 8x8 Contact Center, the originating caller ID does not display.
If the Monitoring tab is grayed out in Agent Workspace, check to see if the affected agent is set as a Supervisor and that the proper permissions are enabled.
To create a Call Queue, log into Admin Console, click Call Queues and select Create Call Queue. Learn more here.
Correct the emergency address to the address provided by the local 911 call center.
The policy assigned to the user at the moment the recording is made determines how the recording will be stored. Changes made to a user’s policy will take effect on the user’s next available recording after the changes are made.
While attempting to monitor agents within the Quality Management tool you receive an error message that reads, "You could be watching this agent`s screen."
Use separate browsers to open multiple tenants or log in to only one tenant at a time.