---
title: "Customize user accounts for 8x8 Engage"
slug: "customize-user-accounts-for-8x8-engage"
status: "update"
updated: 2026-10-20T13:13:26Z
published: 2026-10-20T13:13:26Z
canonical: "help.8x8.com/customize-user-accounts-for-8x8-engage"
---

> ## 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.

# Customize user accounts for 8x8 Engage

As an admin, you create user accounts for 8x8 Engage users and supervisors through 8x8 Admin Console and 8x8 Configuration Manager.

8x8 Engage users, queues, scripts, and channels are set up similarly to formal 8x8 Contact Center users, with differences highlighted in this section.

**Create 8x8 Engage user accounts in the 8x8 Admin Console**

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](/documentation/docs/add-8x8-contact-center-users). 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**.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/AC-user-permissions-engage-licenses.png?sv=2026-02-06&spr=https&st=2026-11-03T20%3A24%3A05Z&se=2026-11-03T21%3A24%3A05Z&sr=c&sp=r&sig=oEDCfKBG%2BlstLHKvKx7GO%2FMCCgk0ULokA44A29Qg1rk%3D)
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.

![Configure user phone number and extension for 8x8 Work](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/AC-user-voice-basic-settings.png?sv=2026-02-06&spr=https&st=2026-11-03T20%3A24%3A05Z&se=2026-11-03T21%3A24%3A05Z&sr=c&sp=r&sig=oEDCfKBG%2BlstLHKvKx7GO%2FMCCgk0ULokA44A29Qg1rk%3D)
  - Toggle the **Enable call waiting** setting to control how users can handle additional incoming calls during another call:

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.

![Enable users to manage additional incoming calls while on another call.](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/enable-call-waiting-ac.png?sv=2026-02-06&spr=https&st=2026-11-03T20%3A24%3A05Z&se=2026-11-03T21%3A24%3A05Z&sr=c&sp=r&sig=oEDCfKBG%2BlstLHKvKx7GO%2FMCCgk0ULokA44A29Qg1rk%3D)
    - 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.
6. Save your settings.

> [!NOTE]
> 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](/documentation/docs/set-up-8x8-work-users) and [8x8 Admin Console - Add 8x8 Contact Center users](/documentation/docs/add-8x8-contact-center-users).

**Configure 8x8 Engage user accounts in the 8x8 Configuration Manager**

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.

> [!WARNING]
> 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. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/queues-inbound-port-processing-timeout.png?sv=2026-02-06&spr=https&st=2026-11-03T20%3A24%3A05Z&se=2026-11-03T21%3A24%3A05Z&sr=c&sp=r&sig=oEDCfKBG%2BlstLHKvKx7GO%2FMCCgk0ULokA44A29Qg1rk%3D)

**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.

> [!NOTE]
> 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.

![Pfrofule setings - Enable users to view the caller identification details for incoming calls, active calls, and logs](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icc-user-profile.png?sv=2026-02-06&spr=https&st=2026-11-03T20%3A24%3A05Z&se=2026-11-03T21%3A24%3A05Z&sr=c&sp=r&sig=oEDCfKBG%2BlstLHKvKx7GO%2FMCCgk0ULokA44A29Qg1rk%3D)
  - 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.
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]
> 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.

![Agent's Idle Timer user's settings - Route the calls to all queue members, even if users miss or decline the calls](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/cm-home-idle%20timer.png?sv=2026-02-06&spr=https&st=2026-11-03T20%3A24%3A05Z&se=2026-11-03T21%3A24%3A05Z&sr=c&sp=r&sig=oEDCfKBG%2BlstLHKvKx7GO%2FMCCgk0ULokA44A29Qg1rk%3D)
6. Save the settings.
7. From the 8x8 Configuration Manager Menu, open **Users** and click **Edit** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-edit_15x18.png?sv=2026-02-06&spr=https&st=2026-11-03T20%3A24%3A05Z&se=2026-11-03T21%3A24%3A05Z&sr=c&sp=r&sig=oEDCfKBG%2BlstLHKvKx7GO%2FMCCgk0ULokA44A29Qg1rk%3D) 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.

![Properties user's settigns - Allow agents to control their assigned queues via the new My Assigned Queues area in the 8x8 Work apps](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/cm-user-properties-configuration.png?sv=2026-02-06&spr=https&st=2026-11-03T20%3A24%3A05Z&se=2026-11-03T21%3A24%3A05Z&sr=c&sp=r&sig=oEDCfKBG%2BlstLHKvKx7GO%2FMCCgk0ULokA44A29Qg1rk%3D)
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]
> 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.

> [!WARNING]
> 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](/documentation/docs/vcc-create-and-configure-queues).
18. Go to the **Queues** tab, and in the desired queue row(s), click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-set-as-default_19x18.png?sv=2026-02-06&spr=https&st=2026-11-03T20%3A24%3A05Z&se=2026-11-03T21%3A24%3A05Z&sr=c&sp=r&sig=oEDCfKBG%2BlstLHKvKx7GO%2FMCCgk0ULokA44A29Qg1rk%3D) 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.

![Queues user’s settings - Assign a user a specific skill level per queue](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/cm-users-queus-skill-level.png?sv=2026-02-06&spr=https&st=2026-11-03T20%3A24%3A05Z&se=2026-11-03T21%3A24%3A05Z&sr=c&sp=r&sig=oEDCfKBG%2BlstLHKvKx7GO%2FMCCgk0ULokA44A29Qg1rk%3D)

> [!NOTE]
> 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.

![Assign and enable which queues and agent groups the supervisor can monitor](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/xfw-supervisor-enable-queues.png?sv=2026-02-06&spr=https&st=2026-11-03T20%3A24%3A05Z&se=2026-11-03T21%3A24%3A05Z&sr=c&sp=r&sig=oEDCfKBG%2BlstLHKvKx7GO%2FMCCgk0ULokA44A29Qg1rk%3D)

> [!NOTE]
> 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](/documentation/docs/content-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](/documentation/docs/content-new-agent-groups-feature-beta) in the same guide.
  - In the **Queues** and **Agent Groups** tabs, in the desired user row(s), click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-set-as-default_19x18.png?sv=2026-02-06&spr=https&st=2026-11-03T20%3A24%3A05Z&se=2026-11-03T21%3A24%3A05Z&sr=c&sp=r&sig=oEDCfKBG%2BlstLHKvKx7GO%2FMCCgk0ULokA44A29Qg1rk%3D) to assign and enable which queues and agent groups the supervisor can monitor.
22. Save your settings.

To learn more, see [8x8 Contact Center for Admins—Add agents](/documentation/docs/vcc-add-users) and [8x8 Contact Center for Admins—Grant supervisor rights](/documentation/docs/vcc-grant-supervisor-rights).

**Enable 8x8 Engage in the 8x8 for Microsoft Teams app**

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:

**Step 1: Enable the MS Teams integration for the user in 8x8 Admin Console.**

1. Log in to 8x8 Admin Console.
2. Go to **Users**.
3. Find the desired user and click the **Edit** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-edit-user_17x18.png?sv=2026-02-06&spr=https&st=2026-11-03T20%3A24%3A05Z&se=2026-11-03T21%3A24%3A05Z&sr=c&sp=r&sig=oEDCfKBG%2BlstLHKvKx7GO%2FMCCgk0ULokA44A29Qg1rk%3D) icon. To add a new user, see [**8x8 Admin Console** - Add **8x8 Work** users](/documentation/docs/add-8x8-work-users) and [**8x8 Admin Console** - Add **8x8 Contact Center** users](/documentation/docs/add-8x8-contact-center-users).
4. Select **Services and permissions** from the side navigation menu.
5. Ensure the user has an 8x8 Engage license assigned.
6. Toggle on **Enable MS Teams integration**. ![Admin Console > Users > Services and permissions page showing a toggle switched on for Enable MS Teams integration](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/engage-ac-enable-ms-teams-integration.png?sv=2026-02-06&spr=https&st=2026-11-03T20%3A24%3A05Z&se=2026-11-03T21%3A24%3A05Z&sr=c&sp=r&sig=oEDCfKBG%2BlstLHKvKx7GO%2FMCCgk0ULokA44A29Qg1rk%3D)
7. Click **Save**.

**Step 2: Sync users and configure the calling policies in the 8x8 Voice for Microsoft Teams admin portal.**

1. Sign in to the [8x8 Voice for Microsoft Teams admin portal](https://admin.msteams.8x8.com/).
2. [Perform a sync](/documentation/docs/voice-for-teams-sync#sync_users) to update the settings across the systems.
3. Configure the 8x8 call flow to manage queued calls:
  - **For individual users**:
    1. Select **Users** from the top navigation menu.
    2. Click the arrow ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-arrow-right_17x18.png?sv=2026-02-06&spr=https&st=2026-11-03T20%3A24%3A05Z&se=2026-11-03T21%3A24%3A05Z&sr=c&sp=r&sig=oEDCfKBG%2BlstLHKvKx7GO%2FMCCgk0ULokA44A29Qg1rk%3D) in front of a user to expand the view.
    3. From the **Calling Policy** section, select the **Override Teams Calling Policy** checkbox.
    4. From the **Voicemail** drop-down menu, select **Prohibit Voicemail & Call Forwarding**. ![Teams Calling Policy setting in Admin Console with Prohibit Voicemail & Call Forwarding selected](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/teams-prohibit-voicemail-and-call-fwd.png?sv=2026-02-06&spr=https&st=2026-11-03T20%3A24%3A05Z&se=2026-11-03T21%3A24%3A05Z&sr=c&sp=r&sig=oEDCfKBG%2BlstLHKvKx7GO%2FMCCgk0ULokA44A29Qg1rk%3D)
    5. Click **Save**.
  - **For all users**:
    1. Select **Services** from the top navigation menu.
    2. From the **PBX** tab, click the relevant PBX to expand the details.
    3. From the **Calling Policy** section, select the **Manage Teams Calling Policy** checkbox.
    4. From the **Teams Voicemail** drop-down menu, select **Prohibit Voicemail & Call Forwarding**. ![Services page showing Manage Teams Calling Policy enabled with voicemail set to Prohibit Voicemail & Call Forwarding](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/teams-services-prohibit-voicemail-and-call-fwd.png?sv=2026-02-06&spr=https&st=2026-11-03T20%3A24%3A05Z&se=2026-11-03T21%3A24%3A05Z&sr=c&sp=r&sig=oEDCfKBG%2BlstLHKvKx7GO%2FMCCgk0ULokA44A29Qg1rk%3D)
    5. Click **Save**.

### 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.

> [!WARNING]
> 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](/support/docs/8x8-presence-sync-with-microsoft-teams).

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

| Microsoft Teams status | 8x8 Work/Analytics for 8x8 Work status | 8x8 Supervisor Workspace/8x8 Analytics for Contact Center status | User can receive Direct Inward Dialing (DID) calls | User can receive Contact Center queued calls | Observations |
| --- | --- | --- | --- | --- | --- |
| Offline | Offline | Offline | No | No | The status changes to Offline a few minutes after signing out of both Microsoft Teams and the 8x8 for Microsoft Teams app. > [!NOTE] > Note: > > To prevent queued calls from being offered, set your status to **On break** or deselect the queue(s) and click **Save** before signing out. |
| Available | Available | Available | Yes | Yes |  |
| Busy | Busy | Available | Yes | Yes |  |
| Do Not Disturb (DND) | DND | Working offline | No | No | > [!NOTE] > Note: > > After a few minutes of inactivity, your **Do Not Disturb** status will automatically switch to **Away**. When this happens, the system will allow incoming DID calls to reach you. To avoid receiving contact center calls, pause your queues. |
| Be Right Back | Away | Available | Yes | Yes |  |
| Appear Offline | Appear Offline | Available | Yes | Yes |  |
| Away | Away | Available | Yes | Yes |  |
| Available (Out of Office) | Available | Available | Yes | Yes |  |
| Out of Office (Purple) + Logged Out | Offline | Offline | No (if Microsoft Teams is closed) | No (if Microsoft Teams is closed) | You must log out of both Microsoft Teams and the 8x8 for Microsoft Teams app to prevent calls from being offered. |
| Busy (Out of Office) | Busy | Available | Yes | Yes | DID calls are still offered. |
| On Call | On Call | Working offline | No | No |  |
| On Call (Queue call) | On call | Busy | No | No | Indicates an active Contact Center queued call. |
| In a Meeting (Meet now) | On call | Working offline | No | No |  |
| Busy (scheduled meeting, not joined) | Busy | Available | Yes | Yes |  |

> [!TIP]
> 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.

**Create phone scripts for 8x8 Engage**

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.

![Inbound phone script for XF Workspace](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/informal-inbound-phone-script.png?sv=2026-02-06&spr=https&st=2026-11-03T20%3A24%3A05Z&se=2026-11-03T21%3A24%3A05Z&sr=c&sp=r&sig=oEDCfKBG%2BlstLHKvKx7GO%2FMCCgk0ULokA44A29Qg1rk%3D)

To learn more, see [8x8 Contact Center for Admins—Phone IVR script](/documentation/docs/vcc-create-a-phone-ivr-script) and [8x8 Contact Center for Admins—Create Scripts](/documentation/docs/vcc-create-and-configure-scripts).

**Enable pause reasons for 8x8 Engage users**

You can allow 8x8 Engage users to select a reason when they pause their assigned queues, for example Break or Work Offline. Supervisors can see why a user is paused. Admins set the reasons in advance in Configuration Manager, and users choose a predefined option from that list.

**To enable pause reasons:**

1. Log in to Admin Console.
2. Go to **Work Apps Settings.**
3. From the **8×8 Engage settings** section, turn on the following settings:

- **Allow users to have pause reasons**: Allows users to choose a reason when they pause their assigned queues. This setting is enabled by default for new 8x8 Engage customers. Existing customers can enable it at any time.
- **Allow users to pause their assigned queues**: Lets users pause their assigned queues.

1. Click **Save**.

> [!NOTE]
> Note:
> 
> Users can only choose a pause reason when **Allow users to pause their assigned queues** is also enabled. If it is disabled, users cannot pause their queues, so they cannot choose a reason.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/ac-enable-pause-reasons(1).png?sv=2026-02-06&spr=https&st=2026-11-03T20%3A24%3A05Z&se=2026-11-03T21%3A24%3A05Z&sr=c&sp=r&sig=oEDCfKBG%2BlstLHKvKx7GO%2FMCCgk0ULokA44A29Qg1rk%3D)

Pause reasons are available on 8x8 Work for Desktop and Web, version 8.37 or later, and 8x8 Work for Mobile version 12.14 or later.