Customize user accounts for 8x8 Engage

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 advances queues, 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 Voice–Unlimited or 8x8 Engage Voice–Metered.

   

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

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

     

   • 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  queue call.

     • Turn off Enable call waiting to prevent the user from receiving direct DID calls while on an  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.

     

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 set up an 8x8 Engage user account:

1. Log into 8x8 Configuration Manager.

2. On the 8x8 Configuration ManagerHome 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.

   • For a tenant configuration -  If a customer only uses 8x8 Engage or 8x8 Engage on the same tenant without any formal Contact Center users using 8x8 Agent Workspace, the Display customer CLI when call offering option must be enabled at the tenant level.

   • For a hybrid configuration -  If the customer uses both 8x8 Engage or 8x8 Engage agents and formal agents (hybrid setup), enable the Display customer CLI when call offering option at the tenant level. You can further customize this setting at the group or user level.

   • For the 8x8 Engage or 8x8 Engage agents, enable the Display customer CLI when call offering setting. The option can be enabled at the agent group level if the 8x8 Engage or 8x8 Engage agents are organized in groups or individually per user.

   • For formal agents, the customer decides how the setting should be set.

   Note:

   The 8x8 Engage users can use only 8x8 Work app endpoints (such as 8x8 Work for Desktop, 8x8 Work for Web, or 8x8 Work for Mobile, desk phones or MS Teams) and do not have access to the 8x8 Agent Workspace app. When the Display customer CLI when call offering option is enabled, they can see the caller identification details, (caller ID and the queue name) for the incoming calls, active calls,  and logs.

   

4. Save the settings.

5. Go to the Agent's Idle Timer tab  and select the On Break and Work Offline checkboxes to route the calls to all queue members, even if users miss or decline the calls . If these options are disabled, calls will bounce between the first two users logged into the queue or who are available as they miss or decline the call.

   Note:

   For the 8x8 Engage users, the Agent’s Idle Timer options (On Break and Work Offline) must be activated. If agents are grouped or assigned individually, these options can be enabled at the agent group level.

   

6. Save the settings.

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

8. In the selected user editing page, open the Properties tab.

9. Select the Allow user to change Enable/Disable settings in the Assigned Queues checkbox to allow engaged users to control their assigned queues through the My Assigned Queues area in the 8x8 Work apps.

   

10. Save the settings.

11. Go to the Phone tab, and 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.

    Note:

    Set up the workplace phone for their assigned UC DID, not the UC extension.

12. Optionally: Ensure the Display customer CLI when call offering checkbox is selected if the above tenant level setting is not enabled (in step 3).

13. Optionally, under Automatic Call Recording, specify the percentage of inbound queue calls, which applies if the customer needs all queue calls automatically recorded.

14. The Agent’s Recording Controls settings options do not affect users' experience engaged with 8x8 Work (in the initial releases), as users can control the recording of their UC calls if permitted by Profile Policies.

15. Choose the appropriate value from the DAR post-processing timeou setting list.

    Important!

    For 8x8 Engage users, never set the call queue post-processing timeout to Manual.

16. Save the settings.

17. 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.

18. Go to the Queues tab, and in the desired queue row(s), click   to assign and enable the user.

19. Select the preferred queue, then designate a particular skill level for the agent in the Skill Level column. You can choose a skill level ranging from 10 to 100, representing the lowest to highest proficiency.

    

    Notes:

    -  users can be assigned to CC Phone Inbound Queues like regular Contact Center users.
    - All settings for Phone Queue behaviour apply to , just as they do for the Contact Center.
    - Any rejected or missed calls are returned to the CC Queue, regardless of the UC call forwarding rules configured in the 8x8 Admin Console. The interaction offer timeout is the setting that applies.

20. Save the settings.

21. 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.

22. Save your settings.

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

As an admin, you can enable 8x8 Engage in the 8x8 for Microsoft Teams app (8x8 Teams app) to help specialists manage customer conversations and collaborate with teammates.

Requirements

• 8x8 Engage license

• Microsoft Teams license

• Access to 8x8 Admin Console

• Access to the Microsoft Teams Admin Portal

To enable Microsoft Teams users to access 8x8 Engage within their 8x8 Teams app, you must:

How does the presence status reflect across the apps?

The 8x8 Presence Sync enables the integration of Microsoft Teams Presence into your 8x8 applications, as well as the presence status of 8x8 users who are on active calls into the Teams environment.

Important:

To ensure accurate presence status for 8x8 Engage users, you must enable one-way presence sync with Microsoft Teams during 8x8 Engage deployments. To learn how to enable Presence Sync, see this 8x8 Support article.

The table below indicates how presence is mapped for users of 8x8 Engage in Microsoft Teams.

Tip:

To avoid receiving queued calls after logging out, set your status to On break or manually deselect your queues and click Save before signing out.

8x8 Contact Center phone scripts allow admins to design and control the interaction flow in a contact center. Quickly connect callers with agents and streamline call flow with the 8x8 Interactive Voice Response (IVR) scripts.

In 8x8 Engage, the IVR script can be an inbound or outbound phone script.

Inbound phone script example for the 8x8 Engage

This sample script for 8x8 Engage :

• Greets callers and prompts for queue selection.

• Forwards callers to the queue.

• Offers callers to opt for callback while waiting in the queue.

• Confirms the callback number.

To learn more, see 8x8 Contact Center for Admins—Phone IVR script and 8x8 Contact Center for Admins—Create Scripts.