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8x8 Support

Displaying Non-8x8 Numbers on Outbound Calls

Objective

Spoof a number for a customer. Number spoofing allows customers to display a non-8x8 number on their extensions. Once this number has been enabled, they can edit their outbound caller ID in 8x8 Work or Virtual Contact Center.

**Please note: We cannot update the caller ID that displays with the spoofed number. The customer will need to check with the provider who owns the number to ensure caller ID is set correctly.

Applies To

  • Number Spoofing
  • US, CA and EMEA customers
  • Local & Toll Free Numbers

Documentation

US & Canada

  • Collect the following documentation from the customer:
    • Outbound Caller ID Spoofing Authorization Form.
    • A copy of the most recent bill (Must be within 30 days).
      • Additionally - if the bill does not show the number(s) the client is requesting to spoof, they may need a CSR. If neither of these pieces of documentation can be produced, approval from our legal department will be required - legal@8x8.com.

EMEA

  • Collect the following documentation from the customer:
    • Outbound Caller ID Spoofing Authorization Form.
    • A copy of the most recent bill (Must be within 30 days)
      • Additionally - if the bill does not show the numbers which are requested for spoofing, the client must also provide an email from their current provider stating that the numbers are owned by the client, and they are authorised to spoof them. (*This must be recognisably from an email address belonging to the client's losing provider)
      • If this documentation cannot be provided, approval from our legal department will be required - uk-legal@8x8.com.

Procedure

8x8 Work Spoofing for Account Manager Customers

To submit a Spoofing Request for Account Manager customers, create a case in Service Cloud and assign it to the appropriate provider group per the customer support entitlement:

  • Standard: (US) Tier 2 or (UK) Support.
  • Premium: Mid-Market Technical Support

8x8 Work Spoofing for Admin Console Customers

US & Canada

  1. Create a case for the LNP team. (typical lead time of 5 business days)
  2. Upload the required documentation (outlined above) to the case.

EMEA

  1. Create a case for the LNP team. (typical lead time of 5 business days)
  2. Upload the required documentation (outlined above) to the case.

* Please note that Wireless Caller IDs cannot be spoofed under any circumstances - regardless of ownership.

Note-Icon.png
  • Spoofed numbers can not be set as the site main line number.
  • Spoofed numbers may not appear in the dropdown by default, you may have to type to find it.
  • Spoofed numbers will not appear on the Phone Numbers page.
  • 8x8 has no control over the Caller ID of a spoofed number. 
  • 8x8 Express (e-commerce) accounts will not be spoofed due to high risk for fraud.
  • We cannot spoof Fax numbers.

Contact Center Spoofing

  1. Create a JIRA to GNP providing all required information.
  2. If the number is a 8x8 Work number, documentation is not required. However, the following is needed:
    • Customer Name
    • PBX Name
    • Tenant Name
    • Number(s) in its entirety (include the country code)

Spoofing Porting Numbers

If the number is porting follow the additional steps below:

  1. Number(s) will (spoofed) added to the tenant, label and confirm.
  2. Support/SDC/LNP to coordinate with GNP when FOC is received to have numbers removed or a minimum of 48 hours notice.
  3. GNP will only remove spoofed number during business hours, 5 a.m. PST- 4 p.m. PST.
  4. A spoof request of 25+ requires GNP approval.

Additional Information

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 Authorization form provided above which is approved by legal for this spoofing purposes.

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.

Can numbers be spoofed in countries that need to be Whitelisted (e.g., France)?

No. Countries like China and France are good examples.

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