Set up workplace phone

As an 8x8 Contact Center agent or supervisor, you can change your workplace number in your 8x8 Agent WorkspaceClosedThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions. account profile. Your 8x8 Contact Center supervisor has configured your account to conform with your contact center's technical requirements and company policy.

8x8 Contact Center allows you to use a hard phone, a cell phone, or a softphone to process the contact center interactions. The use of a hard phone requires a phone number, while the use of a softphone requires a SIP URI. Your administrator specifies this information when setting up your account and determines if you can change this information in your agent profile. The Workplace Phone, under My Profile, identifies the phone number you use to process 8x8 Contact Center phone interactions. The Workplace SIP URI identifies your softphone. Based on the configuration of your account, you may be able to edit your phone number and the SIP URI. Learn more.ClosedDo not change your 8x8 AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace phone number unless directed to by your supervisor. If your supervisor directs you to change your number, possibly to respond to an emergency or to enable you to work in a different location, navigate to your agent profile, under Workplace phone, enter the phone number and save the new settings. You may use a traditional land line telephone, an IP Phone, or a softphone. If you use a hardware telephone, enter the telephone number here. This could be your cell phone, home phone, or desk phone offering the flexibility to function as an agent from virtually anywhere. If you use a softphone, configure the softphone, and enter the SIP Phone URI here.

To change your 8x8 Agent Workspace telephone number:

  1. Click the status menu option and change your status to Work Offline.
    8x8 Agent Workspace makes you unavailable for new interactions.
  2. Go to My Profile > Settings.
  3. Select and enter your Workplace Phone or Workplace SIP URI. You must validate your workplace setting to begin processing phone interactions. See how validate your workplace number.
  4. Click Call phone to verify if the phone works.
    For information about valid telephone numbers, see How to format your telephone number entries.
  5. Click Save settings.

Note: If you do not have the permission to change your phone number or the SIP Phone URI, the phone number fields are disabled.

Format your telephone number entries

Based on the dial plan implemented for your tenant, you may need to prefix your phone number:

  • In the United States, the telephone format must be:
    <1> <three-digit area code> <seven-digit phone number>
  • Outside the United States, the telephone format must be:
    <Country Code> <phone number>
  • The telephone entries may contain optional dashes, spaces, or parentheses.

The following telephone numbers are valid entries in the United States:

  • 5102592675
  • 15102592675
  • 1-510-259-2675
  • 1(510)259-2675

Validate your workplace number

In 8x8 Contact Center, when changing workplace setting (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

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

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.

To validate your workplace setting:

  1. Log in to 8x8 Agent Workspace.
  2. Change your status to Work Offline.
  3. Go to My Profile > Settings.
  4. Under Connectivity, select Phone or SIP URI. Based on your choice, enter the phone number or the SIP URI in the field below.
  5. Click Call Phone or Validate Phone and follow the prompts to validate the workplace phone.

    • After the workplace setting validation, Number validated or SIP URL validated message appears under the entered field.
    • If you make any changes to the workplace setting, then a message alert Number not validated or SIP URL not validated displays until you validate your change.
  6. Click Save settings.