Assign services and permissions to the user

The license type you assign to a user determines the scope of available phone features, such as basic calling to advance collaborative capabilities. A list of available and active licenses for the tenant are shown under Services and permissions.

You can choose any license from the license drop-down, whether upgrade or downgrade. When you downgrade a license, the user's phone number, extension number, call forwarding rules, and other shared settings between licenses are preserved. The system automatically changes the features that are not shared between the licenses such as Switchboard Pro or Analytics for 8x8 Work. For example, when you downgrade a user license,Analytics for 8x8 Work automatically changes from Supervisor to Essentials. When you upgrade a license, however, you still need to configure the user profile to allow the new feature capabilities. In the above example, you need to modify the user profile to allow the supervisor capabilities instead of regular user for Analytics for 8x8 Work. Depending on your subscription, the licenses can be 8x8 Contact Center Editions or X Series. For details, see our content on Review Licenses.

To assign licenses to users:

  1. Go to Home > Users and click to edit an existing user account or create a new user.
  2. Open Services and permissions.
  3. Select and Assign a policy profile. The 8x8 Master User Template is selected by default.
    With the 8x8 Profile Policy you are able to restrict users from using certain capabilities of Virtual Office, such as accessing Virtual Office Meetings, upgrading to recent version of Virtual Office Desktop app, or accessing and deleting call recordings. You can disable these features company wide by using a master profile policy. To modify the 8x8 Master User Template, go to Home > User policies and click to edit the options. See Review Profile Policy.
  4. Click to Assign one or more services to user from the list.
  5. Click Save.

Assign licenses to 8X8 XF Workspace and 8x8 Engage users

8x8 admins can create 8x8 Admin Consoleuser accounts for both the 8X8 XF Workspace and 8x8 Engage, users and supervisors.

8X8 XF Workspace and 8x8 Engage users can use collaborative functions available in 8x8 Work apps while engaging with users through queued calls from the 8x8 Contact Center, all within the comfort of 8x8 Work apps. In addition, XF Workspace and Engage users support other 8x8 Work features such as ring groups, UC barge monitor whisper, or group call pickups.

You can create a user account for an 8X8 XF Workspace and 8x8 Engage user similar to formal 8x8 Contact Center agents. Still, you have to assign to your user a dedicated 8X8 XF Workspace and 8x8 Engage pair of licenses, one for the 8x8 Contact Center platform provisioning and another for the 8x8 Work provisioning.

To learn more about configuring an 8X8 XF Workspace and 8x8 Engage user account, see the Customize user accounts for 8x8 XF Workspace and Customize accounts for 8x8 Engage Workspace.

To create user accounts for the 8X8 XF Workspace and 8x8 Engage users:

While creating or editing users, in the Services and permissions section:

  • Choose the XF Workspace (CC) license for the 8x8 Contact Center part. For 8x8 Work apps, select one of the available licenses (describing the calling plan), such as the XF Workspace Global, XF Workspace International, XF Workspace Pro, and XF Workspace Metered for XF Workspace (CC), or .
  • Choose the 8x8 Engage (CC) license for the 8x8 Contact Center part. For 8x8 Work apps, select one of the available licenses (describing the calling plan),, such as 8x8 Engage Bundled or 8x8 Engage Unbundled.

To learn more about creating 8x8 Work users, see our 8x8 Admin Console—Set up 8x8 Work users topic.

Select user's services and permissions while setting up user's services and permissions

Manage users across multiple PBX and tenant configurations

For customers managing multiple tenants, admins can now assign 8X8 XF Workspace and 8x8 Engage users to any contact center tenant provisioned with XF Workspace or Engage base licenses.

You can assign an XF Workspace/Engage license to a user even when assigned to a PBX that is not linked to a CC tenant. However, you cannot assign a CC license, such as an X8, to a user:

  • Single PBX linked to a single contact center tenant:

    Users assigned to a site on a PBX linked to a contact center tenant have always been able to seamlessly receive either a contact center license or an XF Workspace license

  • Two PBXs with a single tenant:

    Previously, users assigned to a site on a second PBX that was not linked to a contact center tenant could not be assigned a contact center or XF Workspace license. With this release, we now support assigning an XF Workspace/Engage license to users on PBXs not linked to a contact center tenant.

    Note: Users cannot be assigned a contact center license (for example, X6/X7/X8) if they are on a PBX that is not linked to a contact center tenant.

  • Multiple PBX and multiple tenant scenario:

    This update offers enhanced flexibility in a more complex scenario involving multiple contact center tenants and multiple PBXs. For example, if you have two contact center tenants (Tenant A and Tenant B) and only Tenant A has XF Workspace licenses, you can now assign an XF Workspace license from Tenant A.

    If a user is on a PBX linked to a tenant without XF Workspace licenses (for example, Tenant B), the XF Workspace license cannot be assigned. However, let’s suppose multiple tenants have XF Workspace licenses. In that case, the user is automatically assigned to the tenant associated with their PBX, with the option to choose a different tenant that also has XF Workspace licenses if needed.

Selecting a Contact Center tenant

In a multiple contact center scenario, you can choose any tenant to assign an XF Workspace license from. By default, the user is assigned to the tenant, which is linked to the PBX they are on.

  1. While defining a user profile, once you select the desired service, such as XF Workspace, you will see an option to select a tenant.

    Note: This option is enabled if you have more than one tenant with XF Workspace licenses.

  2. From the dropdown menu, select the desired tenant.
  3. Save your preferences.

Select contact center tenant while setting up user's services and permissions

To upgrade or downgrade a user license:

  1. Go to Home > Users, and click Services and permissions while editing a user.
  2. Select a different license from the drop-down list.
  3. If you already have a license and would like to add a second 8x8 Work, or a 8x8 Contact Center, click + next to the first license.
  4. Select and add a new license from the list.

  5. Save the user.

To remove a user license:

  1. Go to Home > Users and click Services and permissions while editing a user.
  2. Click X next to the license. You receive a message that removing a service can affect the user capabilities.
  3. Click Continue.
  4. Save the user.

To view license information:

To quickly view a user license information, go to Home > Users and click on any user in the list. The Info Panel displays the information related to that user including the user's services and permissions

To have a general view of the list of licenses, their unassigned /total quantity, and descriptions:

  1. Go to Home > Licenses. For the latest available licenses and services at 8x8, Inc., visit our Plans and Features.
  2. Expand the license type whose details you want to review, and click the desired license.
  3. In the license panel that opens, review how many of those licenses have been assigned to which user.
  4. Optionally, you can filter the licenses by assigned, unassigned or suspended.


The suspended licenses in your system are not usable and cannot be assigned to users. A license may be placed in suspended status:

  • If the license was removed from your system by the 8x8 team with the intent of reducing the billable license number. Upon removal, the license will remain in a suspended state for 30 days before being actually removed from the inventory, during which you may reinstate the license.
  • If the license is associated with a user who is deactivated, then the license will be moved to a suspended state. Reactivating the user revokes the suspended state of the license.

Assign cost center

Cost centers are created in the service cloud and allow you to keep track of expenses for each department, site, or location. If a cost center is already defined for your company, you can assign a cost center to a user via User > Service Selection > Cost Center.