How do I manage user accounts in 8x8?

Call-Center call-queue

Overview

8x8 is a cloud-based phone system used by Enrollment Services and IT Services for inbound call and call queue management. Supervisors in these departments will need to follow these instructions to manually create an 8x8 account for new employees, or remove an existing account.

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Instructions to create a new account
Instructions to remove an existing account

Creating a New Account

Before you begin...

New employees will need to be active in Workday before their account can be created.

You will need the new employee's MSU Denver email address to set up their account in 8x8, as well as their NetID and 900# to configure it for MSU Denver's Single Sign-On service.

Configure the user for single sign-on

Submit a Call Center System Support Request to ITS. Include the following details:

Title: "SSO login for 8x8"
Description:
- User's full name
- Their 900#
- Their NetID

Set up a new phone number

Do not proceed with these steps until ITS has completed the above request.
Log in to the 8x8 web portal.
Click the Admin Console application.
Click Phone numbers.
Click + Claim Phone Numbers.
Click Search.
From the list provided, choose phone numbers for each user you are adding. (Note that selection doesn't matter here.)
Click Claim Phone Numbers.

Set up the user account

Click Home to return to the application panel.
Click Users.
Locate the newly-created user(s) in the list of users.
Click the pencil icon to the right of the new user's name. (You can also double-click on their name.)

The following fields need to be filled in as shown. Other fields should be ignored.

Begin with "Services and permissions"
- Profile Policy:
  - Standard user (for all agents)
  - Supervisor (for all supervisors and 8x8 admins)
- Under the "Assign one or more services to user" section...
  - In the new drop-down box, select "X8 Bundled (VCC) - VCCS0247-04-US"
  - Click the Plus sign next to the first box to create a second box.
  - In the drop-down box, select "X Series X8 Bundled (VO) - VOSVC0216-08-US"
- Enable MS Teams integration slider (this will appear after selecting the above services).
  - Set the slider to the active position.
Voice basic settings
- First, select a number from the dropdown menu.
- Then, select an Extension.
  - ECC extensions start at '1000'. Please reference your department's spreadsheet and use the next available extension.
  - ITS extensions start at '2000'. Please reference your department's spreadsheet and use the next available extension.
- All other fields should be left alone.
Emergency address
- The Use Site Address box should be checked by default. If it is not, activate it.
Call recording settings
- Change the call recording mode to "Never record calls for this user".
  - Note: This setting is only for internal calling through 8x8, which is not currently being utilized. Inbound and outbound calls with agents will still be recorded through the Contact Center Agent Workspace.
Virtual Contact Center (VCC) agent settings
- Extension number: Change this to '6' + the extension selected previously
  - Example: If you selected the extension '5000', then you would enter '65000'.
Onboarding information
- Turn off the 'Send welcome email' setting. This message contains information about 8x8 services that aren't utilized in our environment and may confuse new users.
Finally, click Save at the bottom of the list to apply these settings. You should see a confirmation message once the user is successfully saved.

Configure the user's phone and queue settings

Return to the 8x8 application panel.
Click the Configuration Manager for Contact Center application.
Click Users.
Locate the newly-created user(s) in the list of users.
Click the pencil icon to the right of the new user's name. (You can also double-click on their name.)

For each section, make the following changes. Click Save after each section before moving to the next one.

General
- Agent Group: Select ITS or ECC, as appropriate
Properties
- Interaction offer timeout: Set to 20 seconds
- Verify the following settings are enabled (if not, enable them):
  - Allow agent to change Enable/Disable settings in Assigned Queues
  - Allow agent to Reject interactions
  - Enable and show Options menu button
  - Enable agents My Recording feature
Phone
- Select Use Agent Workspace.
- Outbound Phone Codes:
  - For ITS, use 'ITS'.
  - For ECC, use 'MSU Denver'.
- Calling line ID:
  - For ITS, use "ITS Main number, 13036057000".
  - For ECC, use "ECC Main Number, 13035565740".
Queues
- For all queues you want the user to have access to, check the Assigned box (this will automatically enable the user for that queue).
  - Which queues should be assigned are determined by the user's supervisor. If you are unsure, connect with the user's supervisor.
CRM & Tab permissions
- Check the monitoring view box.
Supervisor
- Note: Only follow these steps for users that should be supervisors. Otherwise, skip to the next section.
- Check the This user is a supervisor box.
- Check the Allow the supervisor to monitor calls box.
- Assign all the queues the supervisor will be responsible for monitoring.
- Open the Agent Groups sub-tab.
- Assign the supervisor to ECC or ITS as appropriate.