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X Series Upgrade Impact
8x8 Support

X Series Upgrade Impact

 

Overview 

This page provides details on the parts of your 8x8 system -- particularly in your new administration portal, 8x8 Admin Console -- you can expect to see changes in following your X Series upgrade.

Note: For a helpful admin FAQ about the X Series upgrade process, click here.

Before and During Your Upgrade

Ahead of and for the duration of the system upgrade process (about 15 minutes), your 8x8 system administrator portal (Account Manager) will be inaccessible. Administrators logged in at time of portal lockout will be automatically logged out. At the conclusion of the upgrade, you will have access to your new portal, 8x8 Admin Console.

Please review notification emails approaching your upgrade for the scheduled date and time Account Manager will become inaccessible ahead of your upgrade. 

Your 8x8 services will otherwise continue to function and be available as normal.

  • Active calls during the system upgrade will stay connected.
  • Your non-admin users will not notice this upgrade.
  • There will be no changes or impact to your call flow setup.
  • There will be no changes or impacts to Work for Desktop or Work for Mobile.

Account Manager vs 8x8 Admin Console

8x8 Admin Console may look different, but all the functionality you had before is still present. As before, administrators control the account and all onboarding and offboarding tasks, and determine what actions individual users can take, such as dialing internationally, recording calls, and making account changes.

In 8x8 Admin Console, we have moved away from extension configuration to a user-based model for both ease of use and efficient user management. User profiles are created first, then services and phone numbers are assigned to them on the Users page. This creates an easy workflow for setting up all of your users before assigning extension services and phone numbers via your new X licenses.

You can easily navigate to settings for users, services, and sites by clicking the corresponding icon on the 8x8 Admin Console home page.

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Training & Helpful Links 

Comprehensive information on 8x8 Admin Console can be found in:

X Series Upgrade Impact

The below sections cover details and system changes related to your upgrade from Account Manager to 8x8 Admin Console.

8x8 VCC Configuration Manager

8x8 Contact Center Administrator Permissions

  • The primary and secondary admins username and password will remain the same after the upgrade.

  • Admins assigned granular admin access prior to the upgrade will have full user administrative privileges after the upgrade, such as create, edit, view, and delete users. Permissions can be removed after your account is upgraded. 

  • Further admin permission details:

    • Admins that have access to Virtual & Toll Free Numbers and Number Transfer Requests in Account Manager will be given access to Virtual Contact Center Channels after the upgrade.

    • Admins that have access to Channel Rerouting in Account Manager will be given access to VCC Routing Plans after the upgrade. 

    • Admins that have access to Contact Center Calling Plans in Account Manager will not be given any certain admin access to VCC.

  • After your account upgrade, if newly created Virtual Contact Center admins do not have the Virtual Contact Center Config Mgr icon in their Application Panel there are two options to resolve: 

(1) Assign the VCC Admin (default) and Company Admin (default) roles to the newly created user 

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See also:
Viewing and Creating X Series User Roles

Channel Routing Plans

  • After your account upgrade only the latest version of your Alternate routing plan will be available, and any additional Alternate plans will be lost.

  • The Normal routing plan will remain the same.

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See also:
How to Configure VCC Channel Routing Plans

Creating Contact Center Users In The 8x8 Admin Console

  • After your upgrade, 8x8 Contact Center agents will need to be created in the 8x8 Admin Console. The process to configure the user in the 8x8 Virtual Contact Center Configuration Manager will be the same after your upgrade. 

  • For details on this process please see links below.

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See also:

Creating & Adding 8x8 Contact Center Users 

Creating & Adding Dedicated Extensions 

How to Add an Agent to 8x8 Contact Center (Account Manager & Admin Console

Password Policy Support

  • Your current password policy settings will remain the same after your account upgrade. 

  • You will not have the ability to edit these password policy settings after your account is upgraded. 

    • At this time there is no option available in the 8x8 Admin Console or Virtual Contact Center Configuration Manager to edit password policy settings.

    • The ability to edit password policy settings will be available in the Admin Console in the coming months. 

  • To modify your password policy settings after your account is upgraded please reach out to Support for assistance to make adjustments.

8x8 Admin Console

Adjunct Lines

  • While only the primary extension of adjunct lines is included in the upgrade, all lines tied to the primary will continue to work as normal after the upgrade. 
  • Any changes attempted to be made to the primary user profile after the upgrade will not actually push to either the primary or the other lines.

  • Advanced call forwarding rules are not visible in 8x8 Admin Console, however, these rules will still function as expected after the upgrade.

Advanced call forwarding rules will continue to work until any change is made to the user profile. These rules will be removed and will need to be reset again in the 8x8 Admin Console. 

Auto Attendants 

  • All your Auto Attendant profiles from Account Manager (both active and inactive) are included in your system upgrade.
  • After the upgrade, submenus that are shared between Auto Attendant main menus (BH/AH) will not be visible in 8x8 Admin Console until the Monday following the upgrade. This is a display issue only, calls to these Auto Attendants will continue to route as expected and will not be impacted.

    • When this display issue is resolved on Monday, Auto Attendants main menu that shared a submenu in Account Manager will each have their own submenu. 

  • 8x8 Admin Console supports the ability to create one Auto Attendant schedule and apply it to multiple Auto Attendants on your account.
  • Auto Attendants included in the upgrade that have never been turned on before can only be turned on by support after the upgrade.
  • After the upgrade all Auto Attendant profiles will continue to work as expected, but in order to make changes to the Default Auto Attendant (extension 444) in the 8x8 Admin Console you will need to edit and save changes to the (extension 445) Auto Attendant instead. Any changes made to the (ext 445) Auto Attendant will reflect for the Default Auto Attendant (ext 444). 
    • This will not cause any changes to your current call routing setup for the Default Auto Attendant (ext 444). Calls routing to the Default Auto Attendant (ext 444) will still route as expected. 
    • Admins can remove the phone numbers from the Default Auto Attendant (ext 444), but if the phone numbers are not promptly reassigned to another service this will cause downtime until the numbers are reassigned.  
    • Please avoid deleting the (ext 445) Auto Attendant, as it will disconnect the two Auto Attendants and calls to the Default Auto Attendant (ext 444) will no longer route correctly.
    • When in edit mode for these Auto Attendants, yellow banners will display at the top of the page with further details. (See screenshots below)
  •  If you have issues with your Auto Attendant(s) after your account upgrade please reach out to support.

Default Auto Attendant (x444) Preview

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Auto Attendant (x445) Preview

445AAkb.png

eye.png See also:
How do I set up my Auto Attendant in Virtual Office 8x8 Admin Console?

Billing & Licenses

  • Billing settings have been moved to the 8x8 Support Portal (My 8x8)
  • Your bill will be shorter and easier to read as individual service lines are now packaged into bundled services called Licenses.
  • After your account upgrade there will be a slight difference with how phone numbers are listed in your billing statement. Phone numbers that are assigned to a users profile with an extension (X Series service) will have more than one listing in your billing statement (as listed and shown below) :
    • Additional Local Numbers are priced based on the contract price
    • Numbers assigned to a user profile with an extension (X Series service) are priced at 0
  • This is expected behavior and does not indicate a discrepancy in your bill.
DupNumberBill.png
eye.png See also:
Check Billing Statement in the 8x8 Support Portal (My 8x8) 

Call Logs & Reports - Analytics

  • Ongoing reports for billing call logs will continue to work after the upgrade.

  • Any scheduled reports created before the upgrade will not be available after the upgrade and will need to be recreated after the upgrade. To save these reports we recommend downloading your scheduled reports before your upgrade date. 

  • Historical reports will not be directly available to you after the upgrade. If data from previous months are needed please reach out to support to retrieve the reports for you.  

  • For assistance navigating to the Analytics section in the 8x8 Admin Console please see the documentation linked below. 

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See also:
How to Run Call Log Reports

Call Queues

  • Users listed in both the primary and secondary member groups will be included only in the primary member group after the upgrade. 

  • 8x8 Admin Console supports users to be added to either the primary or secondary member groups, but not both. 

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See also:
Setting Up Call Queues

Communication Preferences 

  • Management of communication preferences with regard to 8x8 e-newsletter, satisfaction survey, and product trial or promotional emails is not supported in 8x8 Admin Console.

Conference Bridge

  • Individual conference bridges and their dedicated numbers will be replaced with 8x8 Meet.
  • 8x8 Meet will include a list of domestic and international dial-in numbers for participants that would prefer to dial into the meeting as opposed to joining online.
  • The conference bridge extension, 556, is not available to be assigned to users.
eye.png See also:
What is 8x8 Meet?

Cost Centers

  • Existing Cost Centers are included in your account upgrade, and your current setup will not change.

  • Cost Centers will be located in the M8x8 Customer Portal under the Billing tab labeled “Cost Center Management”.

    • Admins with the Billing or My8x8 role assigned will have access to Cost Center Management. 

  • For further details on Cost Centers in X Series please follow this link.

cost-center-management01.png

 

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See also:
8x8 Cost Centers

Cross-PBX Dialing Enabled - Multiple PBX Accounts

  • Accounts with more than one PBX that do not have cross-PBX dialing setup will have cross-PBX dialing enabled prior to the scheduled upgrade date. 

  • 8x8 will enable this feature for these customers within the two weeks prior to their scheduled upgrade date. 

  • There is no action to the admins or end-users before or after changes are made.

  • Enabling cross-PBX dialing will not cause any changes to your current phone system functionality or dialing flow.

  • When cross-PBX dialing is enabled the PBX dialing-code will immediately display in front of your users extension numbers in the contact directory of WorkD and WorkM (formerly Virtual Office Desktop & Mobile), and will also be visible in the 8x8 Admin Console on the Users page after your upgrade (sample preview below¹). These changes will not be visible in Account Manager. 

  • Once this feature is enabled users will have the ability to dial-by-extension across other PBXs using the designated PBX dialing code. 

crossPBXdialing.png

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See also:

Dialing With PBX Codes 

Emergency Service Address

  • Existing Emergency Service Addresses will carry over as is after your upgrade. 

  • A users Emergency Service Address will be located in the users profile, under the Emergency address section (screenshot below)

e911.PNG

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See also:

Service Addresses In A Users Profile

Extensions  

  • All existing extensions are included in your system upgrade, and will be assigned to users.
  • The voicemail extension, 555, cannot be assigned to users.
  • The conference bridge extension, 556, cannot be assigned to users.
eye.png See also:
What is a User Profile?

Fax Numbers

  • All fax numbers - additional and the main fax line tied to a users extension - are included in the upgrade.

  • The fax number tied to a users primary extension will continue to be the main fax number for that user after the upgrade. 

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See also:
How to Add Fax Capabilities to a User

Integrations: ACT! Plug-In for Windows

The 8x8 ACT! plugin for Windows will not function for upgraded customers, as it requires Account Manager-based login credentials. 

This plugin is in the process of being retired, so there will be no further development.

Integrations: Click2Pop

As of September 10, 2020 the Click2Pop application is retired and will no longer function for any user, including Account Manager users.

For more details, and links to a Click2Pop alternative, please see the 8x8 Click2Pop End of Life FAQ.

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See also:

Meeting Dial-In Numbers - Dedicated Numbers

  • Local and toll-free dial-in meeting numbers tied to a users extension are included in the upgrade, and will continue to work as dial-in numbers for meetings that were created before the upgrade.
    • These dedicated meeting numbers will not be available to view in your system after the upgrade as they are not supported in 8x8 Admin Console. 
    • Video Meetings offers a full list of domestic, toll-free, and international dial-in numbers for participants that would prefer to dial into the meeting as opposed to joining online.
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See also:
What is 8x8 Meet

Messaging & SMS 

  • Messaging can be disabled or enabled for all or some users in 8x8 Admin Console via User Profile Policies.
  • The option to allow the entire company to either save or delete message history is not supported.
  • As long as messaging is enabled, any user with a US or Canada based phone number will have SMS available to them.
eye.png See also:
How do I configure a User Profile Policy?

Metered & Pro (X Series) Services

  • Customers moving from our Legacy offering may see the additional X Series Metered or Pro packages listed in their bill after their account is upgraded. The features of these services can be found in the below article: 

eye.png           See also:
             X Series Metered & Pro Services Table

Password Policy Support

  • Your current password policy settings will remain the same after your account upgrade. 

  • For a period, you will not have the ability to edit these password policy settings after your account is upgraded.

    • At this time there is no option available in the 8x8 Admin Console or Virtual Contact Center Configuration Manager to edit password policy settings.

    • The ability to edit password policy settings will be available in the Admin Console in the coming months. 

  • If you need to modify your password policy settings after your account is upgraded please reach out to Support for assistance to make adjustments.

PBX & Company Name 

  • Only PBX Name and Company Name are available for review.
  • Phone System Name is not supported.
eye.png See also:
How do I check my PBX name?

Physical Devices - Unsupported

  • Physical devices and phones are included in the upgrade and will continue to function as normal after the upgrade, but not all makes/models are supported in 8x8 Admin Console.
  • Unsupported devices will continue to operate normally after the upgrade to Xseries. However below we will explain some of the limitations managing them in the future. 
  • A banner will display in the users profile where there is an unsupported device assigned:

unsupportedDevicesBanner.png

  • Devices included in the upgrade that are not supported in 8x8 Admin Console
    • It cannot be edited after the upgrade.
    • It cannot be added back to your account if removed after the upgrade.
    • Will be listed on the Devices page as an "Unsupported Device"
  • Any changes made to the user profile that has an unsupported device assigned to it will result in the device not working or changes not saving correctly, and the device will need to be replaced. 
  • You will not be able to swap the unsupported device with a supported device. A new user profile will have to be created to activate the new device, and the old user profile can be deleted.
    • To replace the device, contact your Sales Representative to get more information for a new device and the Flex Program.
  • Shared Lines (Aastra devices)

    • Shared lines will continue to work after the upgrade, however you will not be able to edit these lines after the upgrade. 

    • Shared lines can only be used and configured on Astra devices, which are not supported in the 8x8 Admin Console.

    • We would recommend replacing all Aastra devices on your account with a supported Polycom device. 

eye.png See also:

A list of supported devices on 8x8 Admin Console can be found here.

A list of devices not supported on 8x8 Admin Console can be found here. 

Power Keys

  • Existing power keys are included in the upgrade and will be brought over as is.

  • While existing power keys will display correctly on the phone after the upgrade, they will not display correctly in the 8x8 Admin Console. 

  • Editing existing power keys after the upgrade will cause the keys to rearrange incorrectly on the phone, and will still not display correctly in the 8x8 Admin Console. 

eye.png See also:
How to Configure Power Keys in 8x8 Admin Console

 

Primary & Secondary Administrators

  • The primary and secondary admins username and password will remain the same after the upgrade.

  • Admins with partial permissions to billing will have full access to billing after the upgrade. The same applies for admins with partial permissions to ordering.

  • Admins with full access to billing will continue to have full permissions to Billing after the upgrade. The same applies for admins with full permissions to ordering.
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See also:
Assigning Admin Privileges in 8x8 Admin Console (migrated prior to 7/24/2020)

Assigning Admin Privileges in 8x8 Admin Console (migrated on or after 7/25/2020)

 

Receptionist Extension 

  • Existing custom receptionist extensions will still work after the upgrade, but editing these extensions is not supported in 8x8 Admin Console in the front end.
  • This includes receptionist extensions that are added to any Call Queues and Ring Groups, which is not supported in the 8x8 Admin Console in the front end. 
  • To remove a custom receptionist extension after the upgrade, please open a case with 8x8 Support.

Users & User Setting Access

  • Users have access to their own user profile options through Account Settings in Work for Desktop.
eye.png See also:
Work for Desktop: Navigate Your Settings

Users Assigned Multiple Extensions 

  • ​​​​​​Users assigned multiple extensions with one profile currently have the ability to log into their extensions on Work for Desktop or Work for Mobile with one username and can select the extension they wish to log in to from the list of assigned extensions that display after entering login credentials.
  • Logging into an additional (non-primary) extension on the day of the upgrade will cause the voicemails for that extension to be unavailable until after the upgrade. 
  • Call recordings will be unavailable after the upgrade for additional (non-primary) extensions. To retrieve call recordings from additional extensions please reach out to support.
  • After the upgrade, all extensions will have their own individual usernames, and these users will have to log in to each extension individually.
  • The user's 8x8 Work login will follow the extension that was last logged into before the upgrade and will include that extension's personal contacts and profile picture.
    • The original username will be assigned to the extension that was last logged into the 8x8 Work application(s): 
      • If a user has Work for Desktop only - the most recently logged into an extension on the Desktop app will be assigned the original username.
      • If a user has Work for Mobile only - the most recently logged into an extension on the Mobile app will be assigned the original username.
      • If a user has Work for Desktop & Work for Mobile - the most recently logged into an extension on the Desktop app will be assigned the original username.
  • The remaining extensions will still be assigned to the user but they will each have their own dummy user profile and 8x8 Work username. They will inherit the first name, last name, and voicemail to email notifications. 
  • The user will receive a Welcome Email for each dummy profile with the extension info, the new username, and a link to create a password.

VCC Users Assigned Multiple Extensions 

  • If a VCC agent's Account Manager profile has the "VCC Dedicated Extension" box checked, then that user's 8x8 Work login will follow that extension after the upgrade. (see screenshot below)

  • If this box is not checked for any of the user's extensions, then the users 8x8 Work login will follow the last extension the user was logged into prior to the upgrade.  (see screenshot below)

Example:

  • User Joe is on account PBX1.
  • Joe has the username joe8x8 assigned to four extensions in Account Manager: 1001, 1002, 1003, & 1004 
  • After the upgrade there will be three new users created for each additional extension and they will have their own individual usernames.
  • The original username (joe8x8) will follow the extension that was last logged into Work for Desktop or Work for Mobile before the upgrade. In this example it is extension 1003.
  • Joe will receive a Welcome Email for each of the other extensions and will include details such as the new username and a link to create a password.

usersAssignedMultExtsVisual.png

   
     

VCC Users Assigned Multiple Extensions 

VCCdedicatedExt-preMig.PNG

eye.png See also:
How do I create a User Profile in 8x8 Admin Console?

Users With Only a Profile -- No Extension or Phone Number Assigned

  • Users in Account Manager that were only assigned a user profile and are not tied to any extension or phone number are included in your system upgrade.
  • After upgrade, these users' time zone will default to US Pacific Time, and their language will default to English.
  • These user settings can be adjusted as needed after the upgrade, when assigning an extension to the user.
  • Users that have Analytics privileges and do not have an extension assigned will still have access after the upgrade. However, these users will fall into one of the two scenarios after the upgrade depending on whether they are assigned Essential or Supervisor access: 
    1. Users without an extension that have access to Analytics Essentials will be able to access Analytics through their SSO Panel after the upgrade. To upgrade these users to have Supervisor Analytics access please reach out to your sales representative to order the appropriate license. 
    2. Users without an extension that have access to Analytics Supervisor will have a user profile created with an extension number and license assigned after the upgrade, and will have the same access they did before the upgrade.
eye.png See also:
How do I create a User Profile in 8x8 Admin Console?

Virtual Extensions

  • Virtual Extensions are not supported in 8x8 Admin Console.
  • Existing users assigned to Virtual Extensions are included in your upgrade, but will continue to NOT:
    • Have access to the Work for Desktop or Work for Mobile.
    • Be able to have physical devices (desk phones or adapters) activated on these extensions.
  • To assign regular extensions to these users, the users will need to be deleted and recreated manually.

Virtual Numbers 

  • All your Virtual Numbers are included with the same routing in your upgrade.
  • In 8x8 Admin Console, Virtual Numbers are no different from regular phone numbers.
  • All phone numbers on your account will be visible and managed in one location.
eye.png See also:
How to Claim Phone Numbers in 8x8 Admin Console

Work for Desktop & Work for Mobile Applications 

  • Admins on X Series can continue to disable access to Work for Desktop for users as needed. 
  • At this time, X series admins are unable to disable use of Work for Mobile.
  • Users may need to log out and log back into Work for Desktop or Work for Mobile after the upgrade.

Virtual Office Online

  • Virtual Office Online will not be available after the upgrade, but when the new version is available you will be automatically added to the beta list to test it out.

  • More details will be provided when available. 

Voicemail To Email Notifications 

  • Voicemail to email notification options are still configurable available per user -- however, the Link Only option is not available.
    • Users previously configured for the Link & Attachment option will be set to Attachment Only
    • Users previously configured for the Link Only option will be set to Notification Only.
  • The voicemail to email options available in 8x8 Admin Console are: 
    • Notification Only
    • Attachment Only
    • Attachment only, delete original voicemail
    • Disable
eye.png See also:
Change Voicemail To Email Notification Settings for a User

Voicemail Transcription 

  • Voicemail transcription is an available option in 8x8 Admin Console, and can be enabled or disabled as needed across your account.
eye.png See also:
Enabling Voicemail Transcription for Your Company in 8x8 Admin Console

More Helpful Links

Comprehensive information on 8x8 Admin Console can be found in: 

 

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