SETUP GUIDE

Virtual Office Phone Service

Virtual Office Phone Service

Setup Guide

A guide for the Phone System Administrator

Version 4.0, July 2010

SETUP GUIDE

Virtual Office Phone Service

Table of Contents

Welcome to 8x8 Virtual Office! . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

Activate Your 8x8 IP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

The 8x8 Self Service Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

Set Up Your Extensions and User Profiles . . . . . . . . . . . . . . . . . . .5

Configure Extension Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

User Profile Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Virtual Office Pro Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Verify E911 Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10

About Virtual Office Online . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

Set Up Ring Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12

Configure your Ring Group Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13

Set up your Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14

Step A . Time Zone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

Step B . Define Normal Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

Step C . Manage Business Hours Exceptions . . . . . . . . . . . . . . . . . . . . . . . . .16

Step D . Manage Holidays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16

Step E . Verify and Save Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17

Phone Menu Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18

Manage Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19

Testing Your Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21

Launching Live . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22

Configure Shared Lines (if ordered) . . . . . . . . . . . . . . . . . . . . . . .23

Appendix A – Retrieving a lost activation code . . . . . . . . . . . . .25

Appendix B - Activate Other Devices . . . . . . . . . . . . . . . . . . . . .26

Questions or Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28

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Note

If you ordered your IP phones before July 24, 2010, you need to follow the instructions in

Appendix B titled Activate

Other Devices to activate them. If you ordered any

Uniden phones or Broadband

Phone Adapters (BPAs), please use the instructions in

Appendix B to activate them.

Welcome to 8x8 Virtual Office!

To use your service, you will need to activate and configure your extensions, and set up your features .

Below is a step-by-step overview of this process . We will also be happy to help you set up your service over the phone at no charge . Call 1-866-208-9369 to schedule an appointment .

Activate Your 8x8 IP Phones

Use the activation process below to activate your 8x8 67xxi series IP phones, such as the 6755i .

1 . Take the Ethernet cable and connect the IP phone to the Internet . Plug one end into the jack marked LAN on the back of your phone and the other end into your router or an

Ethernet connection .

To PC To LAN

2 . Plug in the power cord to an electrical outlet; connect the handset to the phone with the supplied handset cord .

3 . Once the word Activate appears on the telephone screen, please press the Activate softkey and listen to the recorded instructions from the speakerphone . You can also listen on the handset .

4 . Enter the activation code that corresponds with the extension number you are activating, then press #. The activation code was sent in the Equipment Shipped email you received from 8x8 . After entering the code, you should hear the successful activation message .

Note: If you do not have access to this email, you can retrieve the activation codes from the 8x8 Self Service Portal . See the instructions in “Appendix A – Retrieving a lost activation code” .

5 . Please allow your telephone to restart . After restarting, you should see the extension number on the screen and be able to make phone calls

6 . Start making calls! To reach an outside line, dial 1 and then the number, for example:

1-(555)-555-5555 .

Note: For non-IP phones, such as Uniden and BPAs, you must first dial 9 to reach an outside line .

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Admin Login

Your company admin login and password were selected when the order was placed with your sales rep. Your admin login is also in the

New Customer email and the

Equipment Shipped emails sent by 8x8 after your order was placed.

7 . If dialing 1 and the telephone number does not connect your call, please repower the phone by removing the power adapter connection from the back of the phone and then reconnecting it .

Perform these steps for all your IP phones . Once they are activated, please proceed with setting up your extensions, user profiles and other services .

Important: To activate devices like Uniden phones and BPAs, please see

Appendix B - Activate Other Devices on page 26 .

The 8x8 Self Service Portal

The 8x8 Self Service Portal allows your Phone System Administrator to setup, manage, and make changes to your 8x8 service online, anytime . The 8x8 Self Service Portal also allows end users to change settings and features for the extension you have assigned to them . To get started, login to the 8x8 Self Service Portal . You can do this one of two ways:

• Go to www .8x8 .com/login or

• Go to www .8x8 .com

, click Sign In in the upper right corner, select My Account

Please enter the admin login you received in the New Customer and Shipping Confirmation emails . To retrieve your admin password, you can enter your admin login, and click Forgot your Password . This will reset your password and send an email to the email address we have on file for this account . Note that it may be the email address of the person who placed the order with 8x8 .

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Set Up Your Extensions and User Profiles

Now that your extensions have been activated, you should do the following for each extension:

1 . Configure extension settings—Use the Extension Manager to assign users to phones, assign voicemail passwords, set up Caller ID, set up voicemail-to-email notifications, and more .

2 . Set up user profiles—Assign each user a User ID and password for logging into the

Virtual Office Online dashboard .

3 . Validate E911 information—Validate or update each user’s E911 address information .

4 . Repeat this process for each extension: set up the extension, create the User Profile, and verify their E911 settings .

5 . Notify extension users—Once the above steps are complete, notify users of their extension details and direct them to Virtual Office Online to manage their services .

Note: Be sure to create a separate username and profile for your own personal extension, separate from your admin profile .

Configure Extension Settings

1 . Log into the 8x8 Self Service Portal at www .8x8 .com/login with your company’s admin login and password . All of your extensions should be showing up as Activated in the

Configure column . If some extensions still have the blue Activate button, please activate these extensions now . You can confirm the activation code by clicking on the Activate button for each extension . Or if these extensions are associated with Uniden phones or

BPAs please activate these using the instructions in Appendix B .

2 . Click on Features for the extension you want to set up .

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3 . You will see at least two tabs and up to four tabbed sections on this page, depending on the services you ordered . The first tab is the Extension Manager . The name and email address may already be pre-populated . This is your chance to make corrections and customize this extension for the user .

4 . Enter the first and last name of the person who will use this extension . Please enter their email address for voicemail notifications and choose a voicemail password . The password keeps unauthorized people from access to voicemail . Select the correct time zone settings . The time zone is important to accurately time stamp voicemail messages . Click

OK at the bottom of the page and you will see a success confirmation .

A . Enter the first and last name of the user; this is their Caller ID

B . Enter the email address for voicemail notifications

C . Enter the time zone used to timestamp your voicemail messages

D . Display Phone Number for Outgoing Calls: This setting will allow you to setup your outgoing phone number . By default, the phone number for your extension will display when you call out . You can select your direct phone number of your extension, company main number, or ring group number (only if you’re part of ring group) when making an outgoing call .

If your company main number is not showing in the drop down menu, please do the following:

– Click on My Account.

– Click on the Account Number for your IPBX .

– Then click on Company Main Number .

– Choose the main number from the drop down menu, then click on Save .

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– Go back to the Features button of the extension you would like to set .

– Click on the drop down menu for Display Phone Number for Outgoing Calls and you should be able to see the Company Main Number you set, along with the direct phone number of the extension, and ring group phone number .

If you have Virtual Numbers or Toll-Free numbers that are assigned to an extension, then those numbers will be available to choose from the drop down menu .

E . Extension Listing in Auto Attendant: If this option is checked, your extension will NOT be listed on the Auto Attendant when callers access the Company Directory or Dial by

Name options . If this option is NOT checked, your extension will be listed on the Auto

Attendant when callers access the Company Directory or Dial by Name options .

F . Permanent Caller ID blocking: If set to Enabled, all calls you make will be anonymous, i .e . Caller ID disabled without the need to dial *67 (transient Caller ID blocking) on your extension . If set to Disabled, all calls you make will be presented with your phone number to the remote party unless you dial *67 (before dialing the number to call) on your extension .

G . Allowed to make International Calls: If this option is checked your extension will be allowed to make International calls . If this option is NOT checked your extension will

NOT be able to make international calls . (if restricting International Calls, free Canadian outbound calls will also be restricted) .

H . Enable Inbound Caller ID: This setting controls whether your phone will display the phone number and name of caller to this extension (if available) . By default, it is enabled . If disabled, no information will display about the caller .

User Profile Tab

The User Profile allows you for create a login and password for the person you entered on the Extension Manager tab . If your business requires system administrator control over all telephone settings, leave the User Profile as default (User ID assigned at the time of purchase) . The extension users will receive voicemail notification, the ability to listen to voicemail, but cannot change any settings on the extension .

1 . Click the User Profile tab at the top of the screen . Most 8x8 customers want to empower each of their employees with full access to all our features and services . Assigning a User

Profile with login enables the end user to use all features and services, including their

Virtual Office Online dashboard .

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2 . To empower the end user, click the checkbox next to Update Extn User Profile Settings .

From the User drop down menu select {Add New User ID} .

3 . Fill in all the fields for your new user profile . Please write down the User ID, password, email, and pass phrase you select before you click Update User Profile to save your settings . You will want to communicate these settings to the end user to enable their full use of the extension . You will want to retain this information for your records as well .

4 . Click Update User Profile to save your changes .

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A . The User ID and Password in the User Profile will be used by your extension user to login to their Virtual Office Online dashboard at http://virtualoffice .8x8 .com

. Make sure the User ID you choose for each user is unique and easy to remember . For example, you could use your company name combined with the extension number such as smithco .1001, smithco .1002, smithco .1003, and so on . The user will receive an email notifying them of their User ID and password .

B . The email address you input here will be used to help your user retrieve a forgotten

User ID or Password .

C . Pass phrase is required to access phone detail records and billing information .

Virtual Office Pro Tab

For extensions with Virtual Office Pro, the phone system administrator can enable call recording and Internet faxing and enable or disable that user’s buying privileges . If you enable their Internet fax, you will be prompted to select an Internet fax number for that person . Alternatively, you can let your extension user configure these settings in their Virtual

Office Online dashboard and select their own Internet fax number . The first time they try to schedule an online meeting, they will also be prompted to select their own personal meeting dial-in number .

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Verify E911 Settings

Your E911 settings are used to provide address-specific information to emergency services whenever someone makes an E911 call . Emergency personnel use this address to dispatch a response team if the caller is unable to speak or if the call is suddenly disconnected . It is very important that the address for each device is accurate and verified .

Note: A default address will be pre-populated but this may not be accurate . Please verify and correct the E911 address associated with the extension . Remember to update it if the phone is moved to another location .

1 . Click My Account to view all your services . Then click the E911 box next to that extension .

2 . Review the E911 settings and update them if necessary .

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Important: If the phone is moved to another location, for example a home address, please ensure that the E911 details are updated .

Now that you have setup all your users, they can login to their Virtual Office Online account to manage and use their extension .

About Virtual Office Online

Virtual Office Online is the online dashboard that each extension user will access to manage their extension . Extension uses will login at http://virtualoffice .8x8 .com

with the User ID and

Password you set up for them in their User Profile . Extension users can do all this and more from Virtual Office Online:

• Update their call forwarding settings

• Use their computer as a softphone

• Reset their voicemail password (Under Settings>My Services)

• Reset their Virtual Office Online password (Under Settings>My Profile) . Import contacts so they can call their contacts by clicking their mouse

• If they have Virtual Office Pro, this is where they manage and use their Internet fax service, call recording, and online meetings .

For more information on configuring and using Virtual Office Online, please refer to the following documentation:

Virtual Office Online (with Pro Features) Quick Start Guide

(http://sims .8x8 .com/GetDocument .aspx?docid=710414)

Virtual Office Online User Guide

(http://sims .8x8 .com/GetDocument .aspx?docid=710419)

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Set Up Ring Groups

A Ring Group is a way for a number of extensions on a Virtual Office account to share the distribution of incoming calls . To configure this feature, click Configure RG from the “Your

Virtual Office Account Details” screen .

Click Create New Ring Group .

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Configure your Ring Group Settings.

1 . Enter a name in the “Group Name” field . You can change this at any time .

2 . Select an extension number from the “Group Extension” drop-down .

3 . Choose an option from the “Ring Pattern” drop-down . (Click Ring Group Help for more info on “Ring Pattern”)

4 . Choose the number of cycles if you’ve selected either of the “Cyclic” options .

5 . Select your forwarding destination from the “If the Ring Group has no open lines forward the call to” drop-down .

6 . Select your forwarding destination from the “If the Ring Group cannot answer the call forward the call to” drop-down .

7 . Enter the desired number of seconds . Five seconds equals one ring .

8 . Select your forwarding destination from the “Always forward the call to” drop-down .

(Note: Setting this will override steps 5 & 6)

9 . Select an extension from the “Phone Extension” drop-down menu . Click the + button to add more extensions and the - key to remove extensions .

10 . Click Save to save your new Ring Group .

Click OK and then “Manage Ring Groups” if you wish to add more Ring Groups .

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Set up your Auto Attendant

Auto Attendant is a powerful automated service that replaces the need for a receptionist . To configure, click Configure AA from the “Your Virtual Office Account Details” page .

During the initial set-up, you will be asked to enter a name for your Auto Attendant . Click on

Continue to setup your Auto Attendant schedule .

A wizard will guide you through the process of establishing your schedule .

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Step A. Time Zone

This is the time zone your Auto Attendant will use to determine scheduling rules .

To select a time zone:

1 . Click on the pull-down menu and select the time zone nearest your desired location .

Step B. Define Normal Business Hours

Business Hours represents the times and days for which your Auto Attendant will use the business hours greetings and rules . The default settings are for Monday through Friday, from

8:00 am until 5:00 pm .

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Note: Once you set your business hours, you will need to set up your phone menu options as well as record or upload a greeting before you can activate your

Auto Attendant profile .

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Tip

To skip configuration, simply leave the fields blank and click on Next

Step C. Manage Business Hours Exceptions

Business Hours exceptions allow you to temporarily adjust your normal business hours schedule for a given date .

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Note: Once you set a Business Hours Exception, you will need to record or upload a greeting before you can activate your Auto Attendant profile .

Step D. Manage Holidays

Holidays are special exceptions . For each date you define, the Auto Attendant will play your pre-recorded Holiday greeting and will apply Holiday rules . You will be able to define Holiday rules once you have at least one date set for a Holiday .

To define a Holiday:

Select the date for the Holiday by clicking on the calendar icon or entering text . The format is

MM/DD/YYYY .

Note: Once you set a Holiday schedule, you will need to record or upload a greeting before you can activate your Auto Attendant profile .

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Step E. Verify and Save Settings

You may click Save Settings to continue . Otherwise, click Prev to navigate back to the previous screens .

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Once you have successfully saved your schedule settings, you will get a confirmation screen .

Select (Continue Configuration) or to save the profile and continue the configuration at a later time (Done) .

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Phone Menu Configuration

After you have completed establishing your Auto Attendant Profile schedule, you can setup your phone menu settings (Manage Settings) and greeting settings (Manage Greetings) .

Your options are:

• Number of times to replay greetings, if caller takes no action .

• How many seconds should the system wait before each replay?

• Do you want the caller to directly dial by an extension?

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Greeting Tip

You can upload up to five greetings per phone menu options.

Manage Settings

Manage Settings allows you to program the phone options and phone menu rules for a given schedule .

Phone Menu Options

Each phone menu option has a drop down selection of actions . In addition, you can program the Auto Attendant to respond if the caller does not press any key .

1 . Plan out what you want your callers to be able to do with the phone menu options .

2 . Select the phone menu number (0 – 9) you wish to activate .

3 . Pick the action you want each of the number to correspond to .

Next, you can configure how your customers hear the phone menu greetings and if they can direct dial extensions .

Your options are:

• Number of times to replay greetings, if caller takes no action

• How many seconds should the system wait before each replay?

• Do you want the caller to directly dial by an extension?

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Manage Greetings

This option allows you to record or upload pre-recorded greetings .

From the Manage Greetings section, you can view, listen and delete existing greetings, edit greeting names, select which greeting to play, upload a new greeting, and record new greetings .

To select a greeting for your menu options:

Click on the check box under Current Greeting .

Note: You can only select one greeting at a time .

To upload a new greeting:

1 . Click on Upload Custom Greeting .

2 . Click on Upload File.

3 . Locate the file from your computer .

4 . Click on Upload .

5 . Check the Current Greeting box of the greeting you want to use .

Note: Supported audio files include .au, .wav, .mp3, and .vox . The file size should not be any larger than 5MB and should be saved on your computer . The ideal sampling rate is

8KHz at 8bit encoding .

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Greeting Tip

When you select a new

Current Greeting on an active profile, your Auto Attendant greeting will be updated immediately.

To record a custom greeting:

1 . Click on Record Custom Greeting .

2 . Enter your ten-digit phone number .

3 . Click Start Recording .

4 . The system will ring the phone number you entered .

5 . Pick up the phone and follow the Recording IVR instructions .

6 . Once you are satisfied with your recording, you can hang up and click on Done .

Note: You need to set up your company main number before you can use this feature .

To edit a greeting name:

1 . Click on the edit icon next to each file name .

2 . Enter the new file name .

3 . Click the save icon .

Testing Your Profile

Once you have completed managing your greetings and your phone menu configurations, you can test your profile before pushing the profile live to your phone system .

1 . On your top navigation bar, click on Test Profile .

2 . Enter your phone number .

3 . Click on the Test Profile button .

4 . Pick up the call when your phone rings .

5 . Press 1 to connect the call after the prompt .

6 . You can steer through your Auto Attendant just like your callers would . When there are greetings missing, you will hear the following IVR:

Hello. This Auto Attendant menu has not been set up. We apologize for the inconvenience.

7 . Hang up after you are done testing your Auto Attendant .

8 . Once you are ready to launch your profile live, you can set the profile as active .

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Activation Tip

You will not be able to activate your profile until you have uploaded or recorded all your greetings.

Launching Live

After you have configured and tested your Auto Attendant profile to your satisfaction, you are now ready to activate your profile .

Note: Be sure that you click on Save Settings in the Manage Settings page to save your profile .

1 . Navigate to the Profiles page by clicking on Manage Profiles on the top navigation bar .

2 . Go to the profile you wish to activate and click on Set as Active Profile .

3 . Your Auto Attendant is now live .

4 . You can call into your Auto Attendant Extension or phone number to access

For detailed information on configuring your Auto Attendant, please refer to this link: http://sims .8x8 .com/GetDocument/ .aspx?docid=710086

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Configure Shared Lines (if ordered)

Shared Line Appearance enables calling on extensions which are shared by multiple users .

With this feature, multiple users can view and answer incoming calls on the shared lines . For example, one person might pick up a call, then ask their coworker to “pick up the call on Line

2” . The coworker could then just pick up the call from their own desk phone by pressing the

Line 2 button on their phone . To configure your Shared Line:

Click on Configure 651 or the extension number Shared Lines have been assigned to, from

“Your Virtual Office Account Details” screen .

Next enter the general call rules and voicemail settings .

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Next pick a new 8x8 phone number by selecting the State, City and then phone number available .

You can now configure your shared line . Click on Shared Line Setup .

Next assign the line/call appearance for each Shared Line extension by clicking on the

Account Number and by using the pull down menus . Review your settings and click Confirm to save .

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Appendix A – Retrieving a lost activation code

If you have misplaced your IP phone Activation Code, you can recover it through the

Self Service Portal:

1 . Just log on to your Self Service Portal and click on the Activate button of the extension that you wish to activate .

2 . A pop up screen will display the activation code for the extension .

3 . Use the activation code and simply follow the steps detailed in the Activate your Phones section .

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Appendix B - Activate Other Devices

To activate Uniden phones, Broadband Phone Adapters (BPAs for fax machines or analog phones), or any IP phones ordered before July 24, 2010, please have your phone system administrator follow these steps . Here’s how to activate your other devices:

1 . Find the MAC address on the label on the bottom of any Uniden phones or BPAs you have ordered .

2 . Login to the 8x8 Self-Service Portal at www .8x8 .com/login with your company’s admin login and password .

3 . Find the extension number of the device you want to activate and click Activate .

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Hint: If you are not sure which device is assigned to your extension, click on the Account

Number for that extension . It shows you what device is assigned to that extension under Products . Then click My Accounts on the top left of the navigation bar to return to activating your extensions .

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4 . Enter the MAC ID and click Submit . Do not include any colons or spaces . Just type in the letters and numbers . You will see a confirmation that says Your extension has been

activated and is ready to use . Repeat this same procedure for any other extensions using

Uniden phones or BPAs .

5 . After activating your devices, you can go back and configure your extensions .

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Questions or Assistance

Additional resources are available online at:

www .8x8 .com/Support/BusinessResources/Documentation .aspx

.

Customer Service: 1 .888-898-8733

NASDAQ: EGHT www.8x8.com

© 2010. The 8x8, Inc. logo is a registered trademark of 8x8, Inc. 8x8, Inc. is a publicly traded company. CORP314/610