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User Administration Overview and Process

User Administration Overview and Process

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Objective

Using the User Administration Service to outsource to 8x8 your repetitive MACDs (Modifications, Additions, Changes, Deletions) for 8x8 Work or 8x8 Contact Center.

Applies To

Customers who have purchased the User Administration Service

Procedure

Submit UA requests through your 8x8 Support Portal (no phone, chat or email)
Consolidate your requests into easy to use template tables or send them individually
24 hours Time to Resolution SLT - Monday through Friday excluding 8x8 Holidays

Submitting a UA Request through the 8x8 Support Portal

Complete all the required fields
Option 1: Submit a single UA request in one case
- Enter all the required UA request information in the Description field
Option 2: Submit multiple UA requests in one case
- Use provided Excel templates for submitting multiple requests of the same kind (modifications, additions, deletions) in a table format.
- Each user MACD counts as a case toward the monthly limit

8x8 Work User Administration Requests

Four Types of 8x8 Work User Admin Requests

Create New Profile (Add)
Modify Profile (DID, Extension, License, Site)
Deactivate User(s)
Delete User(s)

8x8 Work UA Request Type: Create New Profile
Required Name (First and Last) Email Address Site or Branch Username	Provisioning requests can be sent using the template on the left for a single user, or as a table with multiple requests using the “8x8 Work New Profile.xlsx” template which contains the appropriate columns of information.
Optional License (X2, X5, etc.) Voice Ext DID Cost Center (If Applicable) Voice Number Source Etc

8x8 Work UA Request Type: Change Request
Required User Ext. User Voice Number Requested Change (From and To)	Change requests regarding changing a specific configuration or attribute of an existing user. To submit a change for an existing user, use the template on the left for a single user, or as a table with multiple requests using the “8x8 Work Change.xlsx” template which contains the appropriate columns of information.
Optional Desired Area Code, City, State (if changing number) Device (If changing device) Special Instructions (to request a change not listed or for special instructions)

8x8 Work UA Request Type: Deactivate/Delete User Profile

Required

Name (First and Last)
Email Address
Extension
Action (Delete/Deactivate and specify 8x8 Work or VCC)

Do not submit Deactivate and Terminate in the same requests. These should be submitted separately as either individual requests or in separate tables with the list of names to action. Use “8x8 Work Delete-Deactivate.xlsx” template which contains the appropriate columns of information.

Three Main Types of 8x8 VCC User Admin Requests

Modification/Changes
- Skill Assignment Profiles / Agents
- Agent Assignments to Queues
- Priority Level of Queue Assignment
- Audio File Uploads (Customer will need to have them already)
Additions
- Agent Creation
- Call Queue Creation
- Group Creation
Deletions
- Agent Deletion
- Call Queue Deletion
- Group Deletion

8x8 VCC UA Request Type: Modifications/Changes
Required Queue Name to be modified (If Applicable) Agent Name to be modified (If Applicable) Skill Level \| Default = 80 (1-100) User Enablement (Active, Assigned, Both)	VCC Modifications and Changes can be submitted using the template to the left or the attached spreadsheet for bulk changes. Use “8x8 VCC Queue Modifications.xlsx” or “8x8 VCC Agent Modifications.xlsx” templates which contain the appropriate columns of information.
Optional Audio File Uploads (Attach File) Enable Agent Recording (Yes/No) Allow Agents Reject Transaction (Yes/No) Allow Agent Profile Change (Yes/No) Outbound Phone Codes (If applicable)

8x8 VCC UA Request Type: Additions/Deletions

Required

VCC Group Name (If applicable)
VCC Queue Name (If applicable)
VCC Profile Name (If applicable)

VCC Additions and Deletions can be submitted using the template to the left or the attached spreadsheets for bulk changes.
Use “8x8 VCC Queue Creation.xlsx” for bulk VCC Queue creation
Use “8x8 VCC Agent Creation.xlsx” for bulk VCC Agent creation
Use “8x8 VCC Group Creation.xlsx” for bulk VCC Group creation
Use “8x8 VCC Deletions.xlsx” for bulk VCC deletions

Optional

Skill Level | Default = 80 (1-100)
User Enablement (Active, Assigned, Bot
Post Processing Time
Audio File Uploads (Attach File)
Enable Agent Recording (Yes/No)
Allow Agents Reject Transaction (Yes/No)
Allow Agent Profile Change (Yes/No)
Outbound Phone Codes (If applicable)