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8x8 Support

Voice for Teams: Resetting the 8x8 Admin Portal Service

Overview

Even though the initial 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.

This article is provided as a general service to 8x8 customers who wish to resolve such persistent setup issues by re-initializing some aspects of the Voice for Teams setup.

We recommend that before following the steps in this article, you first investigate other solutions documented in our Voice for Teams Support knowledgebase.

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Note: This process is service-affecting, and will result in all of your Voice for Teams users' inability to make and receive Voice for Teams calls. Due to the general unpredictability of Microsoft's activation service, this process may take a significant amount of time. It is best performed during an off-peak time where a change propagation window of up to 72 hours is available.

Important:The final steps in this process will require an 8x8 Super Admin and a Microsoft Global Administrator to perform.

Applies To

  • 8x8 Voice for Microsoft Teams
  • Voice for Teams Admin Portal

Reset the admin portal Services and delete existing 8x8 domains

The instructions below outline the process of resetting the Teams and PBX services in the Voice for Teams admin portal, deleting the existing problem domains from your Microsoft 365 service, and then re-starting the process to create new domains.

Reset the admin portal PBX service

  1. In the Services > PBX tab of the Voice for Teams admin portal, click the trash can icon to delete the PBX service.
  2. Click Delete Service to confirm.

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Reset the admin portal Teams service

  1. In the Services > Teams tab of the Voice for Teams admin portal, click the trash can icon to delete the Teams service.

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  1. Click Delete Service to confirm.

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Delete your existing 8x8 domains

During your initial (successful) setup process in the Voice for Teams admin portal, at least two new 8x8 domains will have been registered and activated in your Microsoft 365 service to facilitate the Voice for Teams service. The process below will show you how to remove these specific domains to prepare for the generation of new ones.

  1. In the Microsoft 365 admin center, navigate to Settings > Domains.
  2. Individually select each domain belonging to msteams.8x8.com for which an error was shown in the Voice for Teams admin portal sync log. You'll see two domains with the same host name, followed by slightly different domains:
    • Example:
      • a1b23c4de56f.AUSEA02.msteams.8x8.com
      • a1b23c4de56f.AUSWA03.msteams.8x8.com
  3. Click Remove domain, and confirm that you want to remove the selected domain.
  4. Repeat this deletion process until those 8x8 domains are deleted.

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Re-enable the admin portal PBX service

To enable the PBX service, open the link below and follow these instructions:

Re-enable the admin portal Teams service

To enable the Teams service, open the link below and follow these instructions: