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8x8 Support

Non-SSO Agents Are Unable to Log in to Agent Console


Contact Center agents who sign in directly to their VCC tenant (i.e., not at are unable to log in to Agent Console and encounter the error: Your user name must contain your tenant name.

Agent login.PNG

Applies To

  • Contact Center 9.13


The tenant URL needs to be adjusted to include the & (ampersand) character.

  1. In the URL, locate the ? character right before the word tenant.
  2. Replace the question mark with &.

Example of correctly formatted URL (change highlighted):

Note this is a test tenant and should only be followed for formatting.


The tenant URL contains ancharacter when it should be an character.

Incorrect URL format:

Screen Shot 2021-07-07 at 9.13.09 AM.png

Correct URL format:

Screen Shot 2021-07-07 at 9.13.23 AM.png