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8x8 Support

Managing 8x8 Work Users in Account Manager (legacy)

To onboard a new user, create a user profile, give the user an extension, and activate their desk phone. Find more about onboarding new Virtual Office users here.

Note: To onboard new 8x8 Work 8x8 Admin Console users, click here.

As of version 7.0, Virtual Office has been renamed 8x8 Work.


Account services are set for each user at the extension level. Administrators control the account and all onboarding and offboarding tasks, and determine what actions users can take, such as accessing Virtual Office Online, Work for Desktop, and Work for Mobile, dialing internationally, recording calls, and making account changes.

How do I onboard new users?

The basic steps in onboarding new users are creating a user profile, giving the user an extension, and activating their desk phone. The user profile establishes their account details, and the extension serves as their contact number within your network. 

Once you set up a user account, the new user will receive a welcome email and can reset their password. (See this article to edit your password as an administrator.) You can also assign their extension to a branch, which will allow their calls to be routed more quickly. To begin the user onboarding process, follow the steps below.

  1. Create a user profile to add your user's name and email address, and to link their phone services to their individual user profile.
  2. Configure a user's Account Privileges. This step is for users who will act as secondary admins on your account. You should define what sections of the account the user will be able to access.
  3. Assign the user profile to an extension so that they have a number to receive and make calls. If applicable, set up the following:
  4. Assign an extension to a Branch. This is an optional step to associate the extension with a specific location within the company.
  5. If the user has a desk phone, you must activate their phone so they are able to receive calls. Click here for a list of user guides for 8x8 phones and equipment.
  6. Define outbound calling options. Here you restrict a user's calling abilities to domestic calls only, or allow them to make international calls.

Additional 8x8 Work Features

  • Add your user to a Ring Group. Ring Groups are collections of extensions to which calls can be forwarded. This feature will allow your calls to be routed to a group of extensions, so you can forward calls to various teams or departments.
  • Set up your Auto Attendant options for the user. This can include adding them to the company directory, turning on the dial-by-name feature for their extension, or setting the Auto Attendant to forward calls to their extension.
  • Add your user as an agent in a Call Queue. A call queue allows incoming calls to be handled in the order received by the first available agent. Specify your user's number as a primary or secondary extension. A primary extension is an initial contact for the call queue and the secondary extension acts as an overflow if the queue is full.

8x8 Integrations and Plugins

  • Web Dialer is a free browser extension that integrates with 8x8 Work and turns all phone numbers in your web browser as clickable links. You can download this extension for ChromeInternet Explorer, or Safari.
  • 8x8 Outlook Integration allows you to use 8x8 Work features with Microsoft Outlook and Skype for Business. You can create meetings and handle calls using 8x8 services directly from Outlook and Skype for Business.
  • CRM Tools such as Salesforce and Zendesk allow you to integrate your CRM and contacts into your 8x8 services. See the CRM/Contact Integration section of this article for user guides and a list of the CRM integrations supported by 8x8.

Quick User Guides

  • 8x8 Work: Work for Desktop is the 8x8 unified communications app for your computer or tablet.
  • Work for Mobile: Work for Mobile is 8x8's mobile communications app, available for iOS or Android phones.

How do I reset my 8x8 Work password?

You can change your 8x8 Work password in any of your 8x8 Work apps by clicking the Forgot Password option on your main login screen.

How do I configure my voicemail settings?

  1. Change or view your voicemail password. Typically, voicemail passwords are set by your account administrator upon creation of your account. You can change your password using Work for Desktop or your phone.
  2. Create your outgoing voicemail message. Once you have created your voicemail password, you can change your voicemail greeting from your phone or from the Work for Mobile app.

Where do I find instructions on troubleshooting common product issues?

Search for your issue on our Support website, Filter your search by clicking the Troubleshooting checkbox and the product or process you are looking for in the menu bar to the left.

How do I offboard a user?

To offboard a user no longer with the company, you can disable their profile and reset their extension. See the article on clearing user profiles and resetting extensions for more details.