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8x8 Support

User Administration Overview and Process

Applies To:

Why User Administration?

  • Outsource to 8x8 your repetitive MACDs (Modifications, Additions, Changes, Deletions) for 8x8 Work or 8x8 Contact Center
  • 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

 

Submitting an 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 towards the monthly limit

 

 

8x8 Work User Administration Requests

There are 4 Types of 8x8 Work User Admin Requests:

  1. Create New Profile (Add)
  2. Modify Profile (DID, Extension, License, Site)
  3. Deactivate User(s)
  4. 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.
 

 

There are 3 Main Types of 8x8 VCC User Admin Requests:

  1. 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)
  2. Additions
    • Agent Creation
    • Call Queue Creation
    • Group Creation
  3. 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)
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)

 

 

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)

 

 

 

 

 

 

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