Customize user accounts for 8x8 Engage

As an 8x8 admin, you create user accounts for 8x8 Engage users and supervisors through 8x8 Admin Console and 8x8 Configuration Manager.

8x8 Engage users, queues, scripts, and channels are set up similarly to formal 8x8 Contact Center users, with differences highlighted in this section.

Through the 8x8 Admin Console, as an 8x8 admin, you can create user accounts for both the 8x8 Engage users and supervisors.

8x8 Engage users can use collaborative functions available in 8x8 Work apps while engaging with customers through queued calls from the 8x8 Contact Center, all within the comfort of 8x8 Work apps. In addition, 8x8 Engage users support other 8x8 Work features such as ring groups, UC barge-monitor-whisper, or group call pickups.

You can create an user account for an 8x8 Engage user similar to formal 8x8 Contact Center agents. Still, you have to assign a dedicated 8x8 Engage pair of licenses, one for the VCC platform provisioning and another for the 8x8 Work provisioning to your user.

To create user accounts for 8x8 Engage:

  1. In 8x8 Admin Console, go to Home > Users.
  2. On the Users page, in the upper-right corner, click + Create user.
  3. Go to the Basic Information section and add user details such as first name and last name here.

  4. Go to the Services and Permissions section and choose the 8x8 Engage (CC) license for the 8x8 Contact Center, and for the 8x8 Work apps, select one of the available licenses (describing the calling plan), such as 8x8 Engage Bundled or 8x8 Engage Unbundled.

  5. Go to the Voice Basic Settings section and configure the voice basic settings for the user:

    • Choose a phone number and an extension number for each 8x8 Work and 8x8 Contact Center environment.

      Configure user phone number and extension for 8x8 Work

    • Toggle the Enable call waiting setting to control how users can handle additional incoming calls during another call:

      • Turn on Enable call waiting to allow the user to receive direct DID calls while on an 8x8 Engage / 8x8 XFW queue call.
      • Turn off Enable call waiting to prevent the user from receiving direct DID calls while on an 8x8 Engage / 8x8 XFW queue cal.

      However, while on a direct DID call, the user does not receive 8x8 Engage queue calls, regardless of whether the Enable call waiting option is enabled or disabled.

      Enable users to manage additional incoming calls while on another call.

  6. Save your settings.

Note: In a setup with multiple PBXs, users linked to the default tenant can be assigned to 8x8 Engage. Each tenant is linked to one PBX only.

To learn how to configure users, see 8x8 Admin Console—Set up 8x8 Work users and 8x8 Admin Console - Add 8x8 Contact Center users.

To set up an account for an 8x8 Engage user in 8x8 Configuration Manager, make sure the user has an account in the 8x8 Admin Console. Ensure the queues you’ll assign members to are already created in the 8x8 Configuration Manager.

Important! For 8x8 Engage users, never set the call queue post-processing timeout to Manual. Users will be placed in Post Processing after the first call without the option to end it, and they will not receive any queued calls. To avoid this issue, ensure you select a value between 0 and 60 seconds, in increments of 5 seconds.

To set up an 8x8 Engage user account:

  1. Log into 8x8 Configuration Manager.
  2. On the 8x8 Configuration Manager Home page, open the Profile tab.

  3. Under Workplace phone, select the Display customer CLI when call offering checkbox. This is done only once and applies to all users from the configured tenant.

    Note: The 8x8 Engage users use only 8x8 Work apps endpoints (such as 8x8 Work for Desktop, 8x8 Work for Web or 8x8 Work for Mobile, desk phones or MS Teams) and cannot access the 8x8 Agent Workspace app. With this setting enabled, they can see the caller identification details (caller ID and the queue name) on the incoming calls, active calls, and logs.

  4. Save the settings.

  5. From the 8x8 Configuration Manager Menu, open Users and click Edit in the desired user row.

  6. In the selected user editing page, open the Phone tab.

  7. Under Phone Setup, choose the Workplace phone option and add an associated phone number assigned for the user in 8x8 Admin Console, in the E.164 format.

  8. Optionally: Ensure the Display customer CLI when call offering checkbox is selected if the above tenant level setting is not enabled (in step 2).

  9. Ensure the queues you’ll assign members to are already created in the 8x8 Configuration Manager. To learn how to create inbound or outbound phone queues, see 8x8 Contact Center for Admins—Create and configure queues.

  10. On the Users page, open the Queues tab, and in the desired user row(s), click to assign and enable the user.

  11. Optionally, open the Supervisor tab and select the This user is supervisor checkbox if you want to grant supervisor privileges to that user.

    • In the Queues and Agent Groups tabs, in the desired user row(s), click to assign and enable which queues and agent groups the supervisor can monitor.

    Note: To allow users to monitor agent groups as supervisors, you must create an agent group first. After that, you can assign 8x8 Engage users to that group. Refer to the Classic Agent groups feature in the 8x8 Contact Center for Admins guide for detailed instructions on creating and assigning agent groups. For new UI experience (currently in Beta) information, see the New Agent Groups feature in the same guide.

  12. Save your settings.

To learn more, see 8x8 Contact Center for Admins—Add agents and 8x8 Contact Center for Admins—Grant supervisor rights.