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8x8 Support

DMW: How to Display a Non 8x8 Number on an X-Series Extension

Objective

Display only numbers allows customers to display a non-8x8 number on their extensions. Once this number has been enabled using the DID Management Web (DMW) tool, they can edit their outbound caller ID in 8x8 Work.

Applies To

  • DID Management Web (DMW) write access users
  • X-series customers
  • 8x8 Admin Console

Procedure

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Only users with DMW write access will be able to add display only numbers, if you do not have access, please follow the process here to request adding numbers.

 

Once a non 8x8 number has been added, the caller ID can be set within the 8x8 admin console

Depending on if the customer intends to port or not you should follow one of the below process

 

Customer doesn't intend to port, or isn't porting for Several months

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This method will not work if the customer currently has an active port request in the system, this method of spoofing should be used only if a customer is spoofing without porting or the port is happening later on down the line

  1. In order to display non-8x8 numbers for customers, the customer will need to provide the following documentation from the customer:

    • Outbound Caller ID Authorization Form.

    • A copy of the most recent bill (Must be within 30 days and have the number the customer wants to display in it). If the bill does not have the number on it, they may need a CSR.
  2. Once you have collected the completed docs from the customer please create a case for LNP

Customer is Porting and needs to spoof prior to confirmed port date

  1. In order to display non-8x8 numbers for customers, the customer will need to provide the following documentation from the customer:

    • Outbound Caller ID Authorization Form.

    • A copy of the most recent bill (Must be within 30 days and have the number the customer wants to display in it). If the bill does not have the number on it, they may need a CSR.

  2. Once you have collected the completed docs from the customer please create a case for LNP
  3. If customer is going to port via Managed Porting please include the spoofing LOA and most recent COB or CSR in the managed porting case and let the team know that the  customer wants to spoof as well

For LNP:

Once case is assigned to you and spoofing is approved please follow the below steps;

  1. Log in to DMW.
  2. From the menu in the top left, select Display Only Numbers.DID Management Web.PNG
  3. Click + Add Number in the top right.Add Number.PNG
  4. Search and select the customer PBX on to which you wish to display the number.Add display number.PNG
  5. Add the number and Save Changes. You should now be able to view the numbers listed in DMW. DMW list.PNG
  6. Verify that the number is available to select as an external caller Id
    1. Go into the customers' Admin Console account
    2. Select users
    3. Select the edit pencil next to a user with an extension
    4. head to the external caller Id section and verify that the number is available to select in the dropdown. Note you may need to type in the number in order for it to appearSet caller ID.PNG
  7. Notify the customer/Partner/Agent that the number can now be set as the external caller Id for individual users

If there's an active port request

  1. Once the documentation is received, log into DMW

    Note-Icon.png

    If a port has FOC and that FOC has been entered into DMW and confirmed with our provider, an LNP agent may verify the numbers without requiring documentation at their discretion

  2. Go to LNP Orders and search for the order
  3. Select the order number
  4. Select the 3 dot menu next to the numbers on the right and verify the port request

If there is no active port request currently, but the customer plans to port

We suggest that a port request should be created and then verified (same steps as if there's an active port request)

Additional Information

Known Issues

  • In order for a number to appear in the external caller ID you may need to type in the number
  • Display-Only Numbers cannot be set for Caller ID on bulk user create or edit.
  • User report may incorrectly show the caller name to be the user’s First + Last name where a Display-Only Number has been set for Caller ID.
  • In some regions (but not US or UK) the caller name may be incorrectly presented as First + Last name where a Display-Only Number has been set for Caller ID.
  • Access to DMW is not as widespread as access to CRM - will need to work through.

Frequently Asked Questions/Limitations  

Will an LOA - Letter of Authorization Form be acceptable? 

No. Letter of Authorization (LOA) should only be used for porting purposes please use the form provided above in which was approved by legal.

What if the customer cannot produce a recent bill? 

Then we cannot process the request. We need to have a valid proof of ownership along with the required authorization form.

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