--- title: "8x8 Voice for Microsoft Teams New Admin Experience FAQ" slug: "8x8-voice-for-microsoft-teams-new-admin-experience-faq" updated: 2026-10-12T11:06:17Z published: 2026-10-12T11:06:17Z canonical: "help.8x8.com/8x8-voice-for-microsoft-teams-new-admin-experience-faq" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.8x8.com/llms.txt > Use this file to discover all available pages before exploring further. # 8x8 Voice for Microsoft Teams New Admin Experience FAQ ## Overview We’re upgrading 8x8 Voice for Microsoft Teams with a new admin experience — an enhanced portal that gives your team more granular control over your configuration. It uses purpose-built service accounts with scoped permissions, so Global Admin access is no longer required. For your end users, nothing changes: same numbers, same calling experience. This FAQ answers the most common questions about the upgrade. ## Applies To - 8x8 Voice for Microsoft Teams - Microsoft Teams Direct Routing --- ## Frequently Asked Questions ### General Questions #### What is changing? You’re getting a new admin portal to manage 8x8 Voice for Microsoft Teams, with more granular control over your configuration. The way your users make and receive calls in Microsoft Teams stays exactly the same. #### Why are you making this change — what’s the benefit to me? The new admin experience gives your team granular, self-service control over your configuration, and uses purpose-built service accounts with scoped permissions — so Global Admin access is no longer required. It also lets us deliver changes to your service faster and more reliably. #### Will my phone numbers change? No. Your existing numbers are retained, including number ranges, main numbers and DDIs. #### Will the Microsoft Teams calling experience change for my users? No. Your users continue to make and receive calls and use Teams calling features exactly as they do today, from the native Teams interface. #### What happens to emergency calling (999 / 112 / 911)? Nothing changes. Emergency calling continues to work as it does today. #### Will my call routing, dial plans, auto attendants and call queues be preserved? Yes. Your existing configuration, including auto attendants and call queues, is preserved. #### Will my costs or billing change? No. This change does not affect your billing. #### Do I need to reconfigure handsets, devices or SBCs? No. For standard Teams Direct Routing deployments, no device reconfiguration is required. --- ### Preparing for your upgrade #### Will there be any service interruption or downtime? No. Your services continue to run without interruption throughout the change. #### What should I have ready before the authorization? An administrator in your Microsoft 365 tenant who holds either **Global Administrator**, or all four of **Teams Administrator, Domain Name Administrator, User Administrator** and **Application Administrator**. Global Administrator is not specifically required — the four roles are enough. You will also need **one spare Microsoft 365 license** in the tenant. See [Microsoft 365 administrator permissions](https://help.callroute.com/space/CKB/2633662476/Microsoft+365+administrator+permissions) and [Getting started](https://help.callroute.com/space/CKB/2632089606/Getting+started+with+Voice4Teams). #### Why do you need a spare license? A temporary user is created in your tenant to complete the domain verification that Direct Routing requires. The user is removed and the license released once setup finishes. You do not need to perform the verification yourself. #### Why do you recommend a service account rather than my own login? Because the connection stays tied to the account that created it. A dedicated account means it does not break if an individual leaves or changes role, and any of your administrators can restore it later. See [Microsoft 365 administrator permissions](https://help.callroute.com/space/CKB/2633662476/Microsoft+365+administrator+permissions). --- ### The authorization step #### What am I actually being asked to do? You will be prompted in your 8x8 Admin Console to connect your Microsoft 365 tenant. You sign in to Microsoft, review the permissions being requested, and accept on behalf of your organization. **That is the only action required of you in the entire upgrade**. See [Connect Microsoft 365](https://help.callroute.com/space/CKB/2632515589/Connect+Microsoft+365). #### Must I use the same account throughout? Yes, and this is the most common reason an authorization stalls. Switching Microsoft 365 accounts between steps can prevent the connection from completing. Use one account from start to finish. #### Some checks ran before I could continue. What are they? Pre-flight checks, run before authorization to catch problems early. They return one of three results: | **Result** | **What it means** | **Can you continue?** | | --- | --- | --- | | **Passed** | The requirement is met. | Yes | | **Failed** | A mandatory requirement is not met — administrator roles, or an available license. | No. Resolve it and rerun. | | **Advisory** | Something worth knowing, such as no Teams Phone license currently available. | Yes, if appropriate. | See [Connect Microsoft 365](https://help.callroute.com/space/CKB/2632515589/Connect+Microsoft+365). #### It says my tenant is already connected. Each Microsoft 365 tenant connects to one service instance only. If you believe that is wrong, contact 8x8 support rather than retrying. #### Can I reduce these permissions afterwards? Yes. Once the connection is established, the account only needs to keep either **Teams Administrator, or Teams Communications Administrator, or Teams Telephony Administrator (TTA)**. The other roles can be removed. See [Microsoft 365 administrator permissions](https://help.callroute.com/space/CKB/2633662476/Microsoft+365+administrator+permissions). #### Will I have to re-authorize periodically? No. Authentication tokens refresh automatically. Re-authorization is only needed if the connected account is deleted or loses the required role — and the health check will tell you if that happens. See [How Voice4Teams is provisioned](https://help.callroute.com/space/CKB/2632318981/How+Voice4Teams+is+provisioned). --- ### The upgrade itself #### What happens after I authorize? Your Microsoft 365 information is synchronized, your existing users and numbers are identified and validated, the identification is refreshed immediately beforehand, and the whole tenant is then moved across, with the required Teams routing and calling policies applied. **You do not need to sign in anywhere or start anything**. See [About the migration](https://help.callroute.com/space/CKB/2633760769/About+the+migration). #### Can some of my users move first? No. The upgrade is a **whole-tenant cutover** — all your users move together. Running some users on the old service and some on the new is not supported. See [Migrate from legacy Voice4Teams](https://help.callroute.com/space/CKB/2633465862/Migrate+from+legacy+Voice4Teams). #### How long does it take? For most organizations, a few minutes. A very large tenant may take up to around a couple of hours. #### Should I make changes while it runs? Please avoid changes in the Microsoft Teams admin center until it completes — changes made mid-flight may not be picked up. #### Do my users need to do anything? Once your upgrade is complete, ask all users to sign out of Microsoft Teams on every device they use (desktop, mobile and web) and sign back in. This refreshes each device’s connection to Microsoft so incoming calls ring as expected. Your numbers and calling experience stay the same. #### Can the upgrade be reversed? Yes. Your previous configuration is retained specifically so the service can be rolled back if a significant problem appears. Rollback is coordinated by 8x8 and does not require you to reconfigure users. See [Migrate from legacy Voice4Teams](https://help.callroute.com/space/CKB/2633465862/Migrate+from+legacy+Voice4Teams). > [!NOTE] > NOTE: Please keep in mind that this upgrade is mandatory, and any rollback will only be temporary. --- ### Using the new admin portal #### I have gone through the authorization process, but I cannot log in to the portal. This is expected. Administrator access is provided after your upgrade completes, by a separate portal invitation email. If your upgrade has finished and no invitation has arrived within a couple of working days, contact 8x8 support. See [Access Callroute](https://help.callroute.com/space/CKB/2632286214/Access+Callroute). #### The link in my 8x8 Admin Console takes me to a sign-in page I cannot get past. That link switches to the new portal as soon as your upgrade completes, which can be before your portal invitation arrives. Wait for the portal invitation email and set your password. #### Why does reporting show high numbers of unanswered calls? The portal tracks individual call legs rather than unique calls. When a call reaches a ring group or queue, it splits into multiple legs, only one of which is answered. Unanswered legs are listed individually even if the caller connected successfully.