Switch a channel plan in 8x8 Mobile Admin

As an administrator, you can switch to an alternate channel plan for your contact center directly from 8x8 Mobile Admin. This feature keeps call routing available during emergencies or outages and works independently of 8x8 Admin Console, the Cloud8 gateway, and Single Sign-On. Your call routing follows the channel plan rules defined in 8x8 Admin Console.

You configure channel plans in 8x8 Admin Console. In 8x8 Mobile Admin, you can switch between the primary and alternate plans, but you cannot create or edit them. Each activation uses the Slide to activate plan control followed by a confirmation step, and you can revert to the primary plan at any time.

Prerequisites

Before you begin, make sure that:

You are signed in to 8x8 Mobile Admin. Access is restricted to users configured as administrators in 8x8 Admin Console.
You have an X Series license, which is required to access 8x8 Mobile Admin.
Your primary and alternate plans are already configured in 8x8 Admin Console.

Switch a channel plan

From the 8x8 Mobile Admin home dashboard, tap Switch channel plan. The Channel plans screen shows whether call routing is using the primary or alternate plan.
Review the Primary and Alternate plans. The active plan shows an Active badge and the other shows an Inactive badge.
Select the plan you want to activate.
At the bottom of the screen, use the slide to activate plan control.
Confirm the switch. When the switch succeeds, the message "The alternate plan has been successfully activated" appears. If one or more channels do not switch, a message reports that the plan was activated with an error and provides a Details option.

Admin showing the primary plan active, then the alternate plan selected and confirmed active after sliding to activate — Activate an alternate channel plan in the 8x8 Mobile Admin app to reroute calls during an outage or emergency. Selecting the alternate plan and sliding to activate switches routing from the primary plan immediately, and a banner confirms the plan is active

View channel details and retry failed channels

After you activate a plan, you can review the status of each voice channel and retry any channels that failed to switch.

On the Channel plans screen, tap either plan, or tap Details on the activation message. The Channels details screen lists each voice channel with its Channel number, Routing to destination, Extension number, Assigned to, and Currently pointing to values.
Review the channel status. While a switch is in progress, each channel shows that it is activating. When all channels switch, the message "All channels have been activated successfully" appears.
If one or more channels fail, a message reports how many were not activated, for example, "2/25 voice channels have not been activated to the Alternate plan." Each affected channel shows a Failed status.
Tap Activate channels to retry the failed channels.

Channels details screen showing voice channels in three states: all channels activated, activation in progress, and 2 of 25 channels failed — On the Channels details screen, review the activation status of alternate plan voice channels, which can show as successfully activated, currently activating, or failed. Tap Activate channels to retry failed channels

Switch a channel plan for a specific tenant

In a multi-tenant environment, select the tenant before you switch its plan.

On the dashboard screen, tap Switch channel plan.
On the Select tenant screen, review the list of tenants, each with its region and current plan.
Tap the tenant you want.
On the Channel plans screen, select the plan you want to activate for that tenant.
Use the Slide to activate plan control, then confirm the switch.

8x8 Mobile Admin multi-tenant flow: selecting a tenant, choosing its alternate plan, and confirming the plan is active — *In a multi-tenant deployment, select a tenant on the Select tenant screen, then activate its alternate channel plan. Use this when tenants require independent channel plan switching*

Reset to the primary plan

You can revert the contact center to its initial configuration at any time by activating the primary plan.

On the dashboard, tap Switch channel plan.
Select the Primary plan.
Use the slide to activate plan control, then confirm the switch. The contact center reverts to its default routing.

Note:
To shut down all queues during a facility-level emergency, such as a fire alarm or a building evacuation, activate an alternate plan that is configured in 8x8 Admin Console to route incoming interactions to an external contact center. Like any plan switch, this action requires confirmation.

Limitations

The following limitations apply in this release:

You cannot add or remove numbers or edit routing destinations in 8x8 Mobile Admin. Perform these tasks in 8x8 Admin Console.
8x8 Mobile Admin supports the modern two-plan model only, which uses a primary plan and an alternate plan. Legacy disaster recovery plans are not supported.
Plan switching applies per tenant or per region. You cannot switch plans at the individual queue level.