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8x8 Account Security Policy for Virtual Office and Virtual Contact Center
8x8 Support Knowledge Base

8x8 Account Security Policy for Virtual Office and Virtual Contact Center

Overview

In an effort to ensure your services and account information are protected with the highest priority, as well as to comply with FCC regulations, 8x8 Support exercises strict measures to identify callers into our help line.

What do I need to request Support over the phone?

When you call 8x8 Support to request account information (aka Customer Proprietary Network Information or CPNI), or for a change to be made on your behalf, you will be asked for a passphrase as well as your first and last name in order for us to assist you.

Note: Simple or general questions that do not require specific account information or changes can typically be answered without the need for passphrase and privilege identifcation. Please note that answers to these types of questions are available here online.

Note: Simple or general questions that do not require specific account information or changes can typically be answered without the need for passphrase and privilege identifcation. Please note that answers to these types of questions are available here online.

What if I don't know my passphrase or I don't have the right privileges?

If you are unable to verify your identity via passphrase or secondary means, our agents will still do their best to walk you through where you might make changes to your systems and services on your own.

What if I create a Support case or chat online?

You only need to complete identity verification when contacting 8x8 Support over the phone. Cases submitted via web or chat are done so after login, which fulfills verification requirements. Chat agents will still confirm user privileges before fulfilling certain requests. If a call back from Support is needed in response to an online case, this may also require identity verification.

How can I make sure my Support needs are taken care of? 

In order to make your 8x8 Support experience as smooth as possible, we highly recommend you:

What can happen if I don't take steps to secure my account?

At best, 8x8 Support may be unable to easily and positively confirm the identity and authority of callers requesting assistance with your services, making the process of getting help take longer.

At worst, loose management of passphrase and privileges—and the users who have them—can leave your system vulnerable to unauthorized billing and call routing changes that can damage your business and expose you to fraud. Whether due to internal misunderstanding (such as an inadvertently creating a call loop or misconfiguring extensions) or malicious intent (such as a former employee joining a competititor and purposely routing your calls away), access and management of your 8x8 system should be monitored and handled by specifically privileged personnel that can be positively identified by 8x8 Phone Support.

We look forward to continuing to serve you as securely and efficiently as possible, and appreciate you working with us as we do.

 

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