Introducing workplace setting validation

8x8 Contact Center administrators can enable workplace settings validation for agents via 8x8 Configuration Manager. When changing workplace settings (Workplace Phone and Workplace SIP URI), agents must validate their changes to be able to handle the calls. When they click to validate the change, it triggers a phone call to the updated phone number. A PIN code is then communicated to the agent. The agent must enter the PIN code to validate the changes and continue. If they are unable to confirm the PIN they must exit and revert to their last validated setting. The workplace setting validation is offered as a mandatory security feature with Auto Answer, or it can be deployed as a stand-alone feature.

Features

8x8 Configuration Manager workplace setting validation:

  • Is mandatory while Auto Answer is enabled.
  • Is offered as stand-alone feature. Admins can remove or disable this feature in 8x8 Configuration Manager with no restrictions.
  • Reverts to the agent's last validated setting if unable to validate the new workplace setting.

Enable workplace setting validation in 8x8 Configuration Manager

The workplace setting validation is applicable to a tenant for all agents and groups. To validate the workplace setting, agents require a phone and an audio access for the PIN code to be played to them. Moreover, the agents must be in Work offline status to change their workplace setting.

  1. Log in to 8x8 Configuration Manager.
  2. Go to Home > Profile.
  3. Under Phone Connection Mode, select Enable Auto Answer.
    If Auto Answer is enabled for the first time and without enabling the workplace security feature, a confirmation dialog box prompts notifying you that a mandatory validation feature will also be turned on for security reasons:
    • If you click Ok, Auto Answer is enabled. By accepting the mandatory validation, Enable Workplace setting change validation is also turned on and cannot be changed independently while the Auto Answer feature is enabled. Workplace setting validation is enabled at the tenant level for all agents. You can configure Auto Answer at the agent group or agent level as well.

      Note: If you disable Auto Answer. Workplace setting change validation is still enabled but can be disabled if required.

    • If you click Cancel, Auto Answer is not enabled.
  4. Click Save.
  1. Log in to 8x8 Configuration Manager.
  2. Go to Home > Profile.
  3. Select Enable workplace setting change validation.

    Note: If you have enabled Auto Answer, workplace setting validation is already enabled. You can disable Auto Answer, but keep the workplace setting change validation enabled.

  4. Click Save. Workplace setting change validation is now enabled at the tenant level for all agents.

Concept Link IconSee Also