8x8 Virtual Office, VVX 300, VVX 310, VVX 400, VVX 410, VVX 500, VVX 600 Polycom phone, 28-key, 40-key, VR28, VR40, VVX 1500 SideCar User guide
Below you will find brief information for Virtual Office, Virtual Office Virtual Office Online, Polycom phone VVX 300, Polycom phone VVX 310. The 8x8 Virtual Office is a business phone system that allows you to manage your company’s phone system from any desktop. You can configure and manage extensions, manage Virtual Office Online User profiles, manage your phone system features (Auto Attendant, Ring Groups, Music on Hold, etc.), transfer active phone numbers to 8x8 services, manage your payment methods, check order status, and open and track support cases.
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ACCOUNT MANAGER GUIDE
Virtual Office Account Manager Guide
8x8 Virtual Office
Account Manager Guide
June 2015
Contents
Chapter: 1 Introduction . . . . . . . . . . . . . . . . . . . . .4
System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Supported Operating Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Required Plug-ins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Supported Browsers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Required Firewall Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Minimum System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . 5
Bandwidth Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Login Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Account Manager Home Page . . . . . . . . . . . . . . . . . . . 8
Account Drop-down Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Phone System Name Drop-down Menu . . . . . . . . . . . . . . . . . 8
Call Log Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Billing Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Phone System Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Account Updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
Chapter: 2 Phone System . . . . . . . . . . . . . . . . . 11
Manage Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . .11
Edit Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12
Edit Multiple Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26
Change Extension Numbers . . . . . . . . . . . . . . . . . . . .27
Download Call Recordings . . . . . . . . . . . . . . . . . . . . .29
Outbound Calling Options . . . . . . . . . . . . . . . . . . . . .31
Create a White List . . . . . . . . . . . . . . . . . . . . . . . . . . . .33
Power Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35
Power Keys Service Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35
Configuring Line Keys . . . . . . . . . . . . . . . . . . . . . . . . .36
Configuring SideCars . . . . . . . . . . . . . . . . . . . . . . . . . .41
Add Call Pickup Option to a BLF Key . . . . . . . . . . . . . . . . . . . .43
Change BLF Notification Option . . . . . . . . . . . . . . . . . . . . . . . .44
Editing Speed Dial Keys Using Phone Interface . . . . . . . .45
Identifying Line Key Assignments . . . . . . . . . . . . . . . . . . . . . .45
Generating Configured Line Key Information . . . . . . . . . . .45
Download Extensions (CSV) . . . . . . . . . . . . . . . . . . . .47
Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .48
Create Auto Attendant Profiles . . . . . . . . . . . . . . . . . . . . . . . . .49
Editing an Auto Attendant Profile . . . . . . . . . . . . . . . . . . . . . .55
Virtual and Tool-Free Numbers . . . . . . . . . . . . . . . . .57
Ring Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .59
Edit Ring Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60
Delete Ring Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61
Music on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62
Select Default Music On Hold For Extensions . . . . . . . . . .63
Call Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65
Create Call Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65
View Call Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67
Edit Call Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68
Upload an Initial Queue Greeting . . . . . . . . . . . . . . . . . . . . . . .69
Record an Initial Queue Greeting . . . . . . . . . . . . . . . . . . . . . . .71
Upload On Hold Music or a Message for
Use in a Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .72
Record On Hold Music or a Message . . . . . . . . . . . . . . . . . . . .73
Upload Repeating Queue Message . . . . . . . . . . . . . . . . . . . . .74
Record a Repeating Queue Message . . . . . . . . . . . . . . . . . . .75
Delete Call Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .76
Shared Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78
Switchboard Pro . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79
To configure a Switchboard: . . . . . . . . . . . . . . . . . . . . . . . . . . . .79
Switchboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82
Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .84
Group Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .86
Setting up Group Paging on the Polycom VVX500 . . . . .86
Edit Voicemail/Fax Notifications . . . . . . . . . . . . . . . .91
Managing Voicemail and Fax notifications . . . . . . . . . . . . .91
Company Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . .93
Setting Main Company Number . . . . . . . . . . . . . . . . . . . . . . . .93
Number Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95
Check Number Transfer Status . . . . . . . . . . . . . . . . . . . . . . . . .95
Cancel or Continue a Number Transfer Request . . . . . . . .97
Request a Number Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . .97
Call Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Chapter: 3 Billing . . . . . . . . . . . . . . . . . . . . . . . 103
Statements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Change Billing Preference from
Consolidated to Unconsolidated . . . . . . . . . . . . . . . . . . . . . . 107
Change Billing Preferences from
Unconsolidated to Consolidated . . . . . . . . . . . . . . . . . . . . . . 108
Update Payment/Billing Information . . . . . . . . . . . . . . . . . 108
Chapter: 4 Reporting . . . . . . . . . . . . . . . . . . . . 110
Run or Schedule a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Manage Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
View Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Chapter: 5 Orders . . . . . . . . . . . . . . . . . . . . . . . 114
Check Order Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Buy New Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Upgrade Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Chapter: 6 Accounts . . . . . . . . . . . . . . . . . . . . . 121
Using the User Profile Configuration Tool . . . . . . . . . . . . 122
Add New Admin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Edit Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Revoke Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Contact Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Communication Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Chapter: 7 Support . . . . . . . . . . . . . . . . . . . . . . 133
Display Cases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
View and Reply To Cases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Close a Case . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Reopen Closed Cases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Check Number Transfer Status . . . . . . . . . . . . . . . . . . . . . . . 139
Software Downloads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Chapter: 8 Virtual Office Online . . . . . . . . . . . 142
Appendix A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Appendix B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Appendix C . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
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Chapter: 1 Introduction
Welcome to the 8x8 Account Manager . The 8x8 Account Manager is the simple way for phone system administrators to manage their company’s
8x8 Virtual Office phone system from any desktop .
Using the 8x8 Account Manager, phone system administrators can perform tasks such as:
• Configuring and managing extensions
• Managing Virtual Office Online User profiles
• Managing your phone system features
– Auto Attendant
– Ring Groups
– Music on Hold, and more
• Transferring active phone numbers to 8x8 services
• Managing your payment methods
• Checking order status
• Opening and tracking support cases
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System Requirements
Supported Operating Systems
• Windows® 7, Vista and XP
• Mac OS 10 .5 .4 (Leopard®) or newer
Required Plug-ins
• Flash Player 10 .0 or higher
Supported Browsers
Microsoft Windows Environment
• Firefox 3 .0 and higher
• Google Chrome 1 .0 and higher
• Internet Explorer 7 .0 and higher
• Opera 9 .5 and higher
• Safari 4 .0 and higher
Required Firewall Ports
Firewall Ports to be Open
• 80 TCP (http)
• 443 TCP (https)
Mac OS Environment
• Firefox 3 .5 and higher
• Google Chrome 1 .0 and higher
• Safari 3 .0 and higher
Linux Environment
• Firefox 3 .0 and higher
• Google Chrome 1 .0 and higher
• Opera 9 .5 and higher
Minimum System Requirements
Windows XP
• Pentium 4 1 .3 GHz / AMD Athlon XP
1500+ or newer
• 512 MB of RAM
Bandwidth Recommendations
• Cable modem, DSL or better
• Minimum: 1 .5 Mbps down / 384 kbps up
Windows 7 and Vista
• Pentium 4 1 .3 GHz / AMD Athlon XP
1500+ or newer
• 1 GB of RAM
Mac
• Powercomputer G4/G5 or newer
• 512 MB of RAM
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Login Procedure
1 . Go to www .8x8 .com
.
2 . Click Login at the top of your screen .
3 . Select Account Manager .
6
4 . Enter your 8x8 login and password .
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5 . Click Log In . Application Panel appears .
6 . Select Virtual Office Account Mgr .
The Account Manager home page appears, with your Sign-In name and email address displayed at the top center . Your company name is displayed in the top right corner .
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Account Manager Home Page
The home page provides a snapshot of your Virtual Office system . At a glance you can schedule and see the status of tasks from Support requests to Number Transfer .
Account Drop-down Menu
If you have more than one type of 8x8 service, they all will be listed in the Account drop-down menu . Click the arrow and select Business to manage your 8x8 Virtual Office business phone system .
• Business
• Virtual Office Solo
• Virtual Meeting
• Virtual Room
Phone System Name Drop-down Menu
If your phone system has multiple PBXs, use this arrow to select which one you want to manage .
Note: if you have only one phone system, it will not display .
Call Log Summary
Displays the number of incoming and outgoing calls based on a selected time interval . Use the drop-down arrow to select:
• Today
• This week
• This month
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Billing Summary
Summarizes your current charges for 8x8 Virtual Office phone service and provides links to your Billing Statements and Billing Profile .
Phone System Setup
When you first purchase 8x8 Virtual Office, an 8x8 technical installation representative will walk you through all your setup tasks over the phone . If you did not have this appointment and need assistance, please schedule an over-the-phone installation appointment . To view details, schedule or reschedule 8x8 installation appointments, click Installation Appointment(s) .
While ordering additional features, you may pause at any point during the order process . After pausing just click the Continue Setup link to continue the order process from the point you last saved .
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Account Updates
This is a snapshot of your account status . You can view:
Order Status shows the status of orders placed in the last 30 days . To view the status of earlier orders, click View All and then select or search for the desired order .
Number Transfer Status displays pending number transfer requests . To view the status of all number transfers, click View All .
8x8 Network Alerts displays information about any important 8x8 system or network updates .
How Do I?
These are links to top Help topics .
You can access these and additional help information using the Help link located on all Account Manager pages .
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Chapter: 2 Phone System
Manage Extensions
You may assign a user profile to an extension, create a new user profile, or edit the extension details individually .
Assigning a User to an Extension
. Once the User Profile is created:
1 . Click the Phone System on the top navigation bar .
2 . From the Phone System home page click View All Extensions.
3 . Click the Edit link next to the extension you want to edit .
4 . You are now on the Edit Extensions landing page . Use the Expand and Collapse icons to view and edit the Extension
Information pane .
5 . Click Select User Profile link .
6 . Click the Select link next to the User Profile you want to assign to the extension .
7 . You can continue to configure the extension using the Configure Individual Extension directions below or click Save at the bottom of the page to update user profile assignment .
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To remove a User Profile from an extension, click Clear User Profile . Clearing a User Profile will reset the extension back to the default unassigned state . Note: clearing a User Profile only removes the user from the extension and the User Profile will still be active and available to other features that it is assigned to . To disable a User Profile and to remove it from all your system features, see
“Disabling a User Profile” on page 125
in the User Profile section of this guide .
Edit Extensions
Selecting and editing extensions is available through Manage Extensions .
To manage extensions:
1 . Click Phone System on the top navigation bar .
2 . From the Phone System home page, click Manage Extensions .
3 . Click the Edit link next to the extension you want to edit .
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4 . You are now on the Edit Extensions landing page . Use the Expand and Collapse icons to view and edit the following panes:
Note: The panes displayed will vary depending on whether the selected extension is Basic, Virtual, Fax, Shared, Unlimited, Unlimited Pro,
Metered, etc . If you are editing a Shared extension, see
section for additional details .
5 . Once you are finished with your edits, click Save Changes at the bottom of the page .
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Extension Information
The Extension Information pane lets you assign a User Profile to an extension, enable or disable Virtual Office Online and edit extension caller ID settings .
1 . Click the Expand icon to display the Extension Information pane .
2 . Assign User Profiles and enter other information for individual extensions .
Note: By default Virtual Office Online is enabled for all unlimited, global and metered Virtual Office extensions . Virtual Office Online and
Virtual Office Desktop are web-based tools that allow extension users to manage and use their phone features online, including accessing the corporate directory and call forwarding settings, from any computer . A username and password is required to log into these features .
3 . Click Save Changes at the bottom of the screen .
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Extension Settings
In this pane, you can configure extension settings including time zone, Emergency Service Address and calling options .
1 . Use the Expand icon to display the Extension Settings pane
2 . Enter, select, or deselect from the list of options .
3 . Click Save Changes at the bottom of the screen
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Voicemail Settings
In this pane, you can edit a specific extension’s voicemail password and set up email notification options .
1 . Click the Expand icon to display this pane:
2 . Enter, select or deselect the following options for the individual extension:
• Voicemail Password
• Voicemail Notification via Email (Note: To configure multiple extensions at once see Edit Voicemail/Fax Notifications section)
– Disable Notification—An email notification will not be sent
– Attachment Only—An email notification will be sent with an audio file of the voicemail attached
– Notification Only—An email notification will be sent without an audio file or link to the voicemail (Recommended for companies requiring HIPAA compliance)
– Link & Attachment—An email notification will be sent with both a link to the voicemail and an audio attachments, plus links to Delete
Voicemail and to manage multiple voicemails
– Link Only—An email will be sent with a link to the voicemail and links to Delete Voicemail and to manage multiple voicemails
– Attachment, Delete Orig.VM*—An email notification will be sent with an audio attachment, but the original voicemail is automatically deleted .
• Voicemail-to-Email Address—Used to notify user of new email message .
3 . Click Save Changes at the bottom of the screen .
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Virtual Office Pro Information
If your 8x8 business account includes extensions utilizing Virtual Office Pro, you will be able to edit and configure additional features in this pane .
1 . Click the Expand icon to display the Virtual Office Pro Information pane .
2 . Select your preferred options for the individual extension:
• Call Recording
Note: Additional options to restrict extensions, users ability to listen and delete recordings are available in the Call Recording section under the Phone System tab .
• Call Recording Mode
• Play announcement when calls are recorded
• Allow user to purchase additional dial-in numbers for Virtual Meetings
Note: these can be domestic, international, or toll-free numbers
• Fax Notification Via Email (Note: To configure multiple extensions at once see Edit Voicemail/Fax notifications)
• Fax-to-Email Address Click Save Changes at the bottom of the screen .
Note: To lock or unlock the Fax-to-Email Address setting, you MUST go to EditVoicemail /Fax Notifications page to change the setting .
• Internet Fax Numbers for Virtual Office Online (VOO)
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Call Forwarding
Manage Call Forwarding: Basic Setup
Call forwarding allows you to set up rules to direct how calls are forwarded to different destinations, either sequentially or simultaneously .
Managed Call Forwarding offers control over:
• Forward to Auto Attendant: calls are answered by the Auto Attendant . Callers can select from available options, such as “press 1 to leave a message; press 0 to reach an operator .”
• Forward to Voicemail: callers are forwarded to a destination voicemail box, where they will hear a greeting and/or be able to leave a message .
• Forward to One Number Access (ONA): calls can be forwarded to up to four destinations sequentially or simultaneously . If a call is not answered at any of the target destinations, it will then be forwarded to voicemail . When you select this feature, the following options appear:
• Forward to External Number or Internal Extension: when you select this feature, a field appears in the Number column where you can enter the number you would like the calls forwarded to .
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1 . Click the Expand icon to display the Call Forwarding pane .
2 . Select the desired options for these call forwarding types:
• Always Forward
Note: if you select Always Forward, all other forwarding options will be disabled . To re-enable them, deselect Always Forward .
• Busy Forward
• No Answer Forward
Note: you can also select a delay time, in seconds for this feature . The default is 15 seconds .
• Internet Outage Forward
3 . If you select Forward to One Number Access:
• Select whether the Ring Distribution will be Sequential or Simultaneous .
• Select whether Call Screening will be Disabled or Enabled .
Note: enabling this feature requires callers to record their name so you can screen their calls before answering .
• Enter the first number where your calls will be forwarded .
Note: The number could be a phone number, extension number, ring group number, call queue number etc .
• Click the Add button to enter more phone numbers .
• Select the Voicemail Password Required checkbox, if you want to ensure that only you can answer forwarded calls at a target destination .
Note: selecting this option means you must enter your voicemail password before you can answer the call .
• Enter the number of seconds the phone will ring before forwarding to the next destination or to voicemail . The default is 20 seconds .
4 . Click Save Changes at the bottom of the screen .
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Manage Call Forwarding: User Setup
Users can set up their own call forwarding rules by logging into their Virtual Office Online accounts . When you edit an extension that already has call forwarding rules, you have the option to click Revert to Basic Call Forwarding or Manage Call Forwarding .
Revert to Basic Call Forwarding
Deletes the user’s rules and allows you to set up basic call forwarding by following the steps in the Manage Call Forwarding section .
Manage Call Forwarding
Allows you to log in as the user and manage rules using the advanced options in Virtual Office Online . See the Virtual Office Online User Guide for more details on this feature .
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Extension Membership Display
This is a display-only pane with no editable fields .
1 . Click the Expand icon to open the Extension Membership Display pane . This pane provides details about the extension’s Auto
Attendant, Call Queue (optional feature), Ring Group settings and Shared Lines .
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Communication Preferences
This pane controls all 8x8 communication preferences . User opts in or out of receiving updates, surveys and promotional material from 8x8 .
Note: users can also select their own communication preferences in their Virtual Office Online accounts .
1 . Click the Expand icon to open the Communication Preferences pane:
2 . Select or deselect whether the extension user will receive the following communications from 8x8 services:
• 8x8 newsletters
• Product and promotion emails
• 8x8 satisfaction surveys and product trials
3 . Click Save Changes at the bottom of the screen .
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Configuring Barge Permissions
8x8 Barge-Monitor-Whisper is an add-on service that helps office managers and supervisors to monitor phone conversations of employees on 8x8 PBX with customers or others . Whether it is to ensure quality of customer service, or to coach new agents during a conversation, or to interrupt a live call for an emergency, 8x8 Barge-Monitor-Whisper gives you flexibility .
For more information, refer to the user guide for Barge-Monitor-Whisper .
Barge permissions are provisioned to extensions at the time of ordering barge service with 8x8 . In Account Manager, these extensions show configurable barge permissions .
Note: Barge permissions are granted to primary extension users only, which excludes extensions associated with call queues, ring groups, virtual extensions, or auto attendants .
Once provisioned, these extension users have the following permissions:
• Ability to monitor all extensions within the PBX .
• Ability to secretly monitor and barge on all extensions .
• Ability to monitor without entering voicemail password .
As a phone system administrator, you can restrict or change the permissions as follows:
• Restrict or disable barge permissions for an extension through white lists . A white list specifies extensions of agents you can barge in to .
• Enable barge tone that signals the agent about the barge action .
• Prevent misuse of barge by prompting for access code .
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To configure barge permissions for an extension user:
1 . In Account Manager, navigate to Phone System .
2 . Click View Extensions .
3 . Select the extension you need to change barge permissions for .
4 . Click Edit to view the extension settings .
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5 . Click to expand Barge Permissions tab .
6 . Select or change the desired barge settings .
Barge Permissions
Configure Barge Permissions for this extension
Monitor Tone Enabled
Barge Password Enabled
Select option for the list of extensions allowed to be barged
Description
Select an existing whitelist to monitor or
“Create a White List” on page 33
.
If enabled, relays a beep tone to the agent signaling a barge session .
If enabled, prompts the supervisor to enter the voicemail password before beginning to monitor .
All: Allows barging in to all extensions .
List: Allows barging in to a specific barge list .
Off: Disables barging .
7 . Save settings .
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Edit Multiple Extensions
1 . Click Phone System on the top navigation bar .
2 . Click Edit Multiple Extensions.
3 . Using the gray navigation bar, configure the following options for all extensions, as desired .
4 . Click the check box to apply the change to the entire column .
5 . Click Save to apply your changes .
Note: There are additional extension features that can be configured by the phone administrator or by the individual extension user .
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Change Extension Numbers
This feature allows for customizing multiple extension numbers at once, or selected individual extension number changes .
1 . Click Phone System on the top navigation bar .
2 . Click the Change Extension Number .
3 . Refer to the Extension Usage Map to see available extension numbers .
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4 . To change multiple extensions:
• Deselect all extensions by clicking Update check box .
• Enter a starting number in the field provided and click Go . We suggest regular voice lines start at 5001 .
Note: only regular lines will be changed . Shared Lines, Call Queues, and Ring Groups must be changed individually .
5 . To change individual extensions:
• Select the check box next to the extension(s) you want to change .
• Enter an available number in the New Extension column or click the Suggest icon to see the next available extension number in the same range .
6 . Click Save Changes at the bottom of the screen .
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Download Call Recordings
If your 8x8 corporate account includes Virtual Office Pro, users can record calls from their extensions . You can use the Download Call
Recordings link to search for and access the recordings .
1 . Click Phone System on the top navigation bar .
2 . Click the Download Call Recording .
3 . Select your Search options:
Note: you must select at least one extension .
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4 . Click Search
5 . The search results are displayed . Check the box next to the recording(s) you want to access .
6 . When you access the recordings:
• To listen to the recording(s) at your desktop, click Play .
• To download the recordings to your computer, click Download Recordings
• To delete the recording(s), click Delete Recordings .
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Outbound Calling Options
Outbound Calling Options allow you to set a default option for your PBX outbound calling and IVR language . You can apply the default option to all your extensions or configure each extension individually .
To access the Outbound Calling Options:
1 . Click Phone System on the top navigation bar .
2 . Under the Phone System menu click Outbound Calling Options .
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The available options for outbound calling include domestic, international, and emergency calling . Based on your service, US English or UK English languages may become available to you .
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Create a White List
A white list includes extensions to which you can barge in . You can create a white list and assign it to an extension with barge permissions . This enables the extension user to barge in to extensions in the white list . This option is available to you only if you have subscribed to 8x8 Barge
Monitor Whisper service .
1 . Log in to Account Manager and navigate to Phone System .
• Select Edit Lists .
OR
• Go to View All Extensions, select an extension to edit and navigate to Barge Permissions tab . Click Manage Barge Lists .
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2 . Click Create New List . Name your list and add extensions to barge in to .
3 . Click Save .
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Power Keys
8x8 Power Keys (formerly known as Virtual Receptionist) is an add-on service that provides powerful call handling and work group monitoring abilities using any Polycom phone with four or more line keys, using your new VVX phones, or using your new VVX phones with SideCars attached . Using Power Keys service, a manager or a power user can handle multiple calls simultaneously and monitor availability of other extension users on the same PBX .
Benefits
With 8x8 Power Keys Service, you can:
• Turn your Polycom phone and phones with SideCars into a powerful call handling and work group monitoring tool .
• Handle multiple live calls from a single phone .
• Monitor the real-time call status (idle, busy, ringing) of other extensions . Track who is on the phone and who is available .
• Speed dial to an idle extension you are monitoring .
• Instantly transfer a live call to an idle extension you are monitoring .
• Pick up or intercept a ringing call on an extension you are monitoring .
• Take full advantage of the spare line keys on your Polycom phones and SideCars .
Requirements
8x8 Power Keys Service is supported on:
• Any Polycom phone with four or more line keys .
• Expansion modules also known as SideCar 28-key and SideCar 40-key . SideCars are supported on VVX phone sets except VVX 1500 .
SideCars are used for additional line capability .
Power Keys Service Plans
8x8 offers several Power Keys (PWR) Plans to accommodate the varying calling needs of businesses . Refer to
for a quick look at the service plan
offerings .
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Configuring Line Keys
As a Virtual Office PBX administrator, you can set up the initial configuration of line keys in Account Manager and push these settings to the
Power Keys enabled extension phone from Account Manager . You can assign:
• (LAK) Line Appearance Key—To receive and handle multiple live calls
• (BLF) Busy Lamp Field Key—To track the status of other extension users on the same PBX
• Speed Dial Key—To quickly dial out to most frequently used number
Steps
To configure line keys for a Power Keys enabled extension:
1 . From the Home screen in Account Manager, navigate to Phone System .
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2 . Select Line Key Configuration from the menu .
A list of extensions eligible for line key configuration shows .
3 . From the list, select an extension and click Configure Line Keys .
You are prompted to back up the contact directory or speed dials on the phone .
4 . Perform the back-up process on your device . For details, refer to
.
5 . After completing the back-up on the phone, click Confirm to continue in Account Manager .
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6 . The Line Key Configuration screen shows the device key map with assigned keys and unused spare keys on your phone .
This key map corresponds to the keys on your phone .
7 . On the right-hand side, you have the following assignment key types:
• (LAK) Line Appearance Key—To receive and handle multiple live calls
• (BLF) Busy Lamp Field Key—To track the status of other extension users on the same PBX
• Speed Dial Key—To quickly dial out to most frequently used number
Note: The number of Line Appearance Keys and BLF keys allowed for the extension depends on the Power Keys plan it is associated with .
8 . Refer to the table for details on the Power Keys Plan and corresponding LAKs and BLFs . There is no limit on the number of speed dials .
9 . Drag and drop a desired key type to an unused key in the map .
Note: Chrome does not support drag and drop functionality . Click on the key for the key type options .
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10 . Add Line Appearance Key: Drag and drop Line Appearance Key on an unused key or click on a key for the key type option .
11 . Add BLF Key: a . At the prompt, select an extension to monitor . b . Enter a desired extension number, or caller ID, or phone number or click Search .
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Virtual Office Account Manager Guide c . From the search result, select an extension .
d . Edit the label that shows on the phone .
e . Optionally, enable the user to answer calls for this monitored extension .
12 . Add Speed Dial key: a . Drag and drop the Speed Dial Key or click on a key for key type option .
b . At the prompt, select an extension from the contact directory or enter a new number .
c . To add a new contact, add additional details as desired .
13 . Click Save or continue to configure SideCars .
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Configuring SideCars
A SideCar is a phone accessory device that attaches to a business phone for additional line call handling and group monitoring . Using the
Polycom VVX Expansion Modules known as SideCars, a desktop phone can handle additional Busy Lamp Field (BLF) keys, Line Appearance Keys
(LAKs), and Speed Dial keys . With SideCars, you can accept, screen, dispatch, and monitor calls and reduce the number of lost customer calls, shorten transaction times, and increase the accuracy of call routing .
In this release, we support:
• 28-key color display SideCar: Shows a color display of assigned keys .
• 40-key paper label SideCar: Requires a paper label of assigned keys . For information on how to print a paper label, refer to
Generating Configured Line Key Information
These SideCars are compatible with the following phones: Polycom VVX 300/310, VVX 400/410, VVX 500 and VVX 600 .
The SideCars can be configured to support additional pages of either 28 or 40 line keys, by obtaining a VR28 or a VR40 add-on plan, matching the SideCar size and the number of SideCar keys that a customer requires .
• Each 28-key SideCar supports three logical pages of 28 line keys . Three physical SideCars can be cascaded together for a maximum configuration of up to nine logical pages of 28 additional line keys .
• Each 40-key SideCar supports a single page of 40 line keys . Three physical SideCars can be cascaded together for a maximum configuration of up to three logical pages of 40 additional line keys .
To configure line keys for a SideCar:
1 . Click Configure SideCar under the extension’s Line Key Configuration .
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2 . At the prompt, update the number of SideCars attached to the phone .
3 . Depending on the SideCar model attached to the extension, the corresponding key map appears on the Line Key Configuration screen .
• For each SideCar 28 — three pages of 28 keys
• For each SideCar 40 — single 40-page key
4 . Drag and drop the desired key type to the key map or click on the key for the key type options . You can edit or delete an existing key definition .
5 . Follow the process to:
•
•
•
6 . Repeat the configuration for all pages of one or more SideCars .
Note: Within each page, reposition line keys by drag and drop . This flexibility is limited to SideCars only and not available on the phone .
7 . Click Save to complete the configuration .
8 . BLF key assignments are validated for any missing extension numbers .
9 . At the prompt, click Reboot Phone to push the initial line key configuration to the phone and SideCar .
It takes a few minutes for the phone and SideCars to restart .
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Add Call Pickup Option to a BLF Key
To configure the Call Pickup option, select the BLF key you want to enable call pickup for and click the Edit icon .
Check the Enable this user to pick up calls box and select OK .
The key should now indicate that Call Pickup is enabled .
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Change BLF Notification Option
If desired (for live receptionists) select the full splash screen notification at the bottom of the screen . Check the Enable call audio tone option if desired .
Normal BLF screen notification (This is default for normal users) .
BLF Key flashes to alert you when a monitored set is ringing .
Call Screen Notification (The slash screen option is recommended for live receptionists) .
Full splash screen alerts you when a monitored extension is ringing .
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Editing Speed Dial Keys Using Phone Interface
End users can edit speed dials from the phone user interface using indexes for the key positions and assign to contact directory entries .
Identifying Line Key Assignments
With your phone in front of you, you can identify what Line Appearance Keys, BLF contacts, and Speed Dials are assigned to each line key on your SideCar from your VVX phone . It gives you the physical line key number .
Note: This is useful for 40-key SideCars .
To identify line key assignments:
1 . Press to display Home view .
2 . Tap or select Settings > Status > Line Key Information
3 . Press a line key . The assignment and line number for the line key you pressed displays on your phone screen .
4 . Press the line key twice to return to the previous menu, or tap or select Back .
Generating Configured Line Key Information
Note: Applicable to paper label SideCars 40-key only
Using the Polycom Web Configuration Utility you can generate and download a PDF file with the configured line key information for each 40-key
SideCar . The generated PDF enables you to print line key information for line keys on your SideCars and insert the PDF as a directory card on your
40-key SideCar .
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To generate and download the line key information PDF using the Web Configuration Utility:
1 . In your Internet browser, enter your phone’s IP address into your browser’s address bar .
2 . Log in as a user with the default password 123 and select Submit, as displayed .
3 . Select Utilities > EM Directory .
4 . Select the Expansion Module you want to generate a PDF for . For example, EM1 is chosen in the following figure .
5 . In the confirmation dialog, select Yes to download the PDF for the configured lines for your expansion module .
6 . Select Save > Open .
The configured line key information for your SideCar displays as a PDF file .
7 . Download the PDF, print and insert it as the directory card template for the 40-key SideCar .
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Download Extensions (CSV)
For your convenience, a comma-separated values, (CSV) file is available for download . This file provides information on all extensions .
To access Download Extensions (CSV) link:
1 . Click Phone System on the top navigation bar .
2 . Click View All Extensions .
3 . Click the Download Extensions (csv) link .
4 . A file named Extensions.csv is downloaded to you computer . The file can be opened in most spreadsheet software, like Microsoft Excel .
The .csv file shows details for each extension .
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Auto Attendant
Auto Attendant is a service that acts as an automated receptionist . Through profiles and rules, you can select which phone menu options and recordings are used at specific times for callers to route themselves to an appropriate destination .
1 . Click Phone System on the top navigation bar .
2 . Under the Phone System menu on the left, click Auto Attendant .
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Create Auto Attendant Profiles
Profiles are created to define menu options and recordings for specific situations . Every profile will have rules associated with it . The rules define call flow and menu recordings within certain parameters .
Create a New Auto Attendant Profile
1 . Click Setup Auto Attendant (under the Actions column) .
2 . Review the Auto Attendant Profile Overview, and complete the Auto Attendant Worksheet .
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(Optional) Complete the Auto Attendant Worksheet to outline how you would like inbound calls directed when they reach the Auto
Attendant . Then use your worksheet to create your Auto Attendant rules .
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3 . Once ready to configure your Auto Attendant, click Continue at the bottom of the page .
4 . You can now begin the process of creating Auto Attendant Profiles .
5 . Name your Auto Attendant Profile and select the appropriate time zone . Click Next .
Define Hours of Operation
1 . Select 24/7 Business Hours to define one set of menu options and recordings that will be used all hours every day, and then skip to
Step 3 . Select Define Business Hours to create unique menu options and recordings for different times of the day (i .e . normal business hours, non-business hours, etc .) and then proceed to Step 2 .
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2 . Click the drop-down arrows to set your business hours for each day of the week .
Note: After Hours are displayed automatically based on the time you define as business hours .
3 . Optional: Enter hours and dates for Lunch Hour, Business Hour Exceptions, and Holiday Hours .
Note: Lunch Hour and Business Hour Exceptions are only available with the Define Business Hours option .
4 . Click Next to continue .
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Define Business Hours
1 . Enter your phone menu rules for Business Hours:
• Under Press, click the drop-down arrow and select a key .
• Enter a Description of the function that key will enable .
• Under Call Routing, click the drop-down arrow and select a function for the key you selected .
• Click the and buttons to add and delete key settings .
• Use the Menu Recording Script box to draft the script for this menu recording . You will have the opportunity to create or upload a menu recording after the profile is created .
2 . When you have finished configuring your Business Hours menu, click Next, or Create Profile .
3 . As appropriate, repeat steps 1-2 above to configure menus for After Hours, Lunch Hours and Holiday Hours . When complete click
Create Profile .
Upload a Recording
Once you have created an Auto Attendant Profile you now can create or upload recordings for each menu .
To upload a recording, proceed to Step 1 . To create a new menu recording skip to Create Your Own Menu Recording .
1 . To upload an .au, .wav, .vox or .mp3 file from your computer:
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• Click Upload under the appropriate menu .
• Click the Add button .
• Select the audio file you want to upload .
• Click Upload.
• Review the Electronic Signature text, and click I Agree .
• When the dialog box appears confirming that you have successfully uploaded the greeting, click OK .
2 . To test your new recording and menu options, click the Test Menu icon and follow prompts .
Create Your Own Menu Recording
1 . To record a menu:
• Optional: Click Edit/Print Script under the appropriate menu heading to draft or edit a previously written script . Click Print to have a hard copy of the script available while you are recording your menu .
• Click Record
• Enter your 10-digit phone number and click Start Recording
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• When the dialog box appears confirming that the system is calling your phone number, click OK .
The system will call you at the number you entered . When the phone rings, answer it and follow the voice prompts to record your menu recording .
• Click Done Recording when you are finished .
• When the dialog box appears confirming that you successfully recorded your greeting, click OK .
2 . To test your new recording and menu options, click the Test Menu icon and follow prompts .
Activating Your New Auto Attendant Profile
1 . Return to the main Auto Attendant page .
2 . Locate the profile you created in the list .
3 . Click Turn On to activate your profile .
You have successfully configured your Auto Attendant .
Click the Phone System icon to return to the Phone System Setup page .
Editing an Auto Attendant Profile
You can easily edit Auto Attendant profiles .
1 . Go to Phone System on the top navigation bar and click Auto Attendant.
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2 . Locate the profile you want to modify in the list and click Edit
Note: If you try to edit an active profile, the system will ask you whether you want to make a copy of the profile before proceeding . This is to ensure you do not lose desired information or functions . You can proceed with or without copying .
3 . Use the Expand and Collapse icons to view and edit the panes .
Note: If you selected 24/7 Business Hours when configuring Auto Attendant, you cannot edit or configure After Hours Rules, Lunch Hour Rules or Holiday Hours Rules . 24/7 applies to all hours, every day .
4 . After entering your changes in any of the panes, click Save .
Delete, Copy or Test Auto Attendant Profile
You can delete, copy or test a profile, or print recording scripts, by clicking the drop-down arrows on the main Auto Attendant page .
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Virtual and Tool-Free Numbers
Virtual and Toll-Free numbers are secondary numbers that ring to an 8x8 extension and are not attached to a specific phone or device . By default numbers are directed to the Auto Attendant .
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To change the destination of your Toll-Free/Virtual number:
1 . Click Phone System on the top navigation bar .
2 . Under the Phone System menu on the left, click Virtual and Toll-Free Numbers .
3 . Click Edit to change the destination of your virtual or toll-free number .
4 . Select a destination from the list and enter the address .
5 . Click Confirm .
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Ring Groups
Ring Groups allow you to group a number of extensions together to share distribution of incoming calls .
1 . Click Phone System on the top navigation bar .
2 . Under the Phone System menu on the left, click Ring Groups .
3 . Click Create Ring Group .
4 . Enter or select Ring Group details and make changes as desired through the Ring Group Details window .
Note: if you would like Virtual Office to suggest an extension number for the Ring Group, click the icon next to Ring Group Extension .
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5 . Add extensions to the new ring group .
• Click the drop-down arrow to select an extension number .
• Click the and buttons to add or delete extensions .
6 . To change the order a call goes to in a ring group, you must change the list order for the extensions in the ring group:
• Enter a new number in the List Order field; for example, 1, 2, 3, 4 .
• Click Update List Order .
• Click Save . You have changed the list order for that ring group .
Edit Ring Groups
1 . Click Phone System on the top navigation bar .
2 . Under the Phone System menu on the left, click Ring Groups .
3 . Locate the ring group you want to change and click Edit .
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4 . Edit the Ring Group Details .
5 . Click the and buttons to add and delete extensions, as desired .
6 . If you want to change the list order for the extensions in the ring group:
• Enter a new number in the List Order field; for example, 1, 2, 3 .
• Click Update List Order.
7 . Click Save .
Delete Ring Groups
1 . Click Phone System on the top navigation bar .
2 . Under the Phone System menu on the left, click Ring Groups .
3 . Locate the ring group you want to remove and click Delete .
4 . When the dialog box appears confirming the deletion, click OK .
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Music on Hold
When a caller is placed on hold, music or a message can be played .
Virtual Office allows users to select their own music on hold from the Music on Hold library . As an administrator, you can select which music is available to extension users, select the default music on hold for extensions where no music has been selected and upload new music to the
Music on Hold library .
Provide Extension User Access to Music on Hold
1 . Click Phone System on the top navigation bar .
2 . Under the Phone System menu on the left, click Music on Hold .
3 . Review the music listed . To hear a sample, click Play .
4 . Select the Extension User Access check box to enable users to select Music on Hold for their own extensions .
5 . Click OK . Your selected phone extensions now have access to Music on Hold .
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Select Default Music On Hold For Extensions
1 . Click Phone System on the top navigation bar .
2 . Under the Phone System menu on the left, click Music on Hold .
3 . Review the music listed . To hear a sample, click Play .
4 . When you have made your selection, click Select . This music will become the default hold music for all extensions .
Note: Your selection shows a icon in the Status column . You can only make one music file the default music for all extensions in your phone system . But, extension users can change their default hold music through their Virtual Office Online .
5 . When the dialog box appears confirming your selection, click OK .
6 . Click Save .
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Upload New Music On Hold
1 . Click Phone System on the top navigation bar .
2 . Under the Phone System menu on the left, click Music on Hold .
3 . Click Upload New Music on Hold .
4 . Click the Add button and select the music file from your computer .
5 . Click Upload .
6 . If you want to make this music file the default music on hold for your phone system, select the checkbox at the bottom .
Note: This does not override the music on hold other users have selected from their Virtual Office accounts . It only applies to extensions where no music on hold has been selected .
7 . Review the text in the Electronic Signature field and click I Agree .
8 . The music you uploaded now appears in the Music on Hold library, with a icon indicating that it is the default music on hold .
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Call Queues
A call queue places callers in a queue while agents handle other calls . The calls are then answered in the order received as agents become available . Call Queues are an optional feature that can be purchased separately .
Create Call Queues
1 . Click Phone System on the top navigation bar .
2 . Under the Phone System menu on the left, click Call Queues .
3 . Click Create Call Queue .
4 . Enter the Call Queue Details, including selecting an extension number . The * indicates required information .
Note: If you would like the system to suggest the next available extension number, click the icon .
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5 . Assign agents to the call queue .
• Select whether to Allow agents to log in and log out of their assigned queues .
Note: If you select Yes, agents can log themselves in and out using their Virtual Office Online accounts or an IP phone . If you select No, agents will automatically be logged in to the call queue .
• Click the Primary Extension drop-down arrow and select an extension number .
• Click the and buttons to add and delete primary extensions .
• When you are finished selecting primary extensions, click the Secondary Extension drop-down arrow .
• Click the and buttons to add and delete secondary extensions .
6 . Select whether the primary extension receives voicemail .
7 . Click Save .
Note: In order to upload or record greetings, you must first create your profile and then edit it to enable those features .
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View Call Queues
1 . Click Phone System on the top navigation bar .
2 . Under the Phone System menu on the left, click Call Queues .
3 . Click View in the Action column for the call queue you want to see .
4 . Both agent and caller status is displayed .
5 . Click Refresh .
6 . If you want the display to refresh automatically:
• Select the Auto Refresh Data Every check box .
• Enter how often you want the display to refresh . The default is 20 seconds .
7 . Click Close or to close the display
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Edit Call Queues
1 . Click Phone System on the top navigation bar .
2 . Under the Phone System menu on the left, click Call Queues .
3 . Click Edit in the Action column for the call queue you want to change .
4 . Edit Call Queue Details .
5 . Assign agents to Call Queue .
• Select whether to allow agents to log in and out of their assigned queues .
Note: If you select Yes, agents can log themselves in and out using their Virtual Office Online accounts or an IP phone . If you select No, agents will automatically be logged in to the call queue .
– Click the Primary Extension drop-down arrow to select different extensions .
– Click the and buttons to add and delete primary extensions .
– Click the Secondary Extension drop-down arrow to select different extensions .
– Click the and buttons to add and delete Secondary Extensions .
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6 . Select whether the primary extension receives voicemail .
7 . Upload or record an initial greeting that callers hear when they enter the call queue, if all agents are busy .
Upload an Initial Queue Greeting
The initial queue greeting is played when a caller first joins the queue .
To upload an initial Queue Greeting:
Note: If all agents on the primary and secondary queue extension groups are busy and the maximum number of callers on the queue has not been reached, the next caller will hear the initial Queue greeting .
1 . Click Manage Greetings.
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2 . Click Upload Custom Greeting .
3 . Click the Add button .
4 . Select the audio file you want to upload .
5 . Click Upload .
6 . Check the Set as Default box .
7 . Review the Electronic Signature text, and click I agree .
8 . Click OK when the dialog box appears confirming that you have successfully uploaded the greeting .
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Record an Initial Queue Greeting
To record an Initial Queue Greeting:
1 . Click Manage Greetings .
2 . Click Record Custom Greeting .
3 . Enter your phone number if you want your recorded greeting to be the default initial greeting for the queue .
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4 . Click Start Recording .
5 . The system will call you at the number you entered . When the phone rings, answer it and follow the voice prompts to record your message .
6 . Click Done Recording when you are finished .
7 . Your custom greeting now appears in the list of Initial Queue Greetings with a icon indicating that it is the default greeting for the call queue .
Upload On Hold Music or a Message for Use in a Queue
Upload or record music or a message that callers hear while waiting in the queue .
If all agents continue to remain busy, the caller will continue to hear On Hold Music, which can be either music or a message . This plays immediately after the Initial Queue Greeting .
To upload On Hold Music or a message:
1 . Click Manage Greetings .
2 . Click Upload Custom Greeting .
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3 . Click the Add button .
4 . Select the audio file you want to upload .
Note: An audio file can be a greeting or music .
5 . Click Upload .
6 . Check the Set as Default box, if you want this to be the default custom greeting .
7 . Review the Electronic Signature text, and click I agree .
8 . When the dialog box appears confirming that you have successfully uploaded the greeting, click OK .
Record On Hold Music or a Message
This plays immediately after the initial greeting message . If all agents continue to remain busy, the caller will continue to hear the On Hold
Music, which can be either music or a message .
1 . Click Manage Greetings .
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2 . Click Record Custom Greeting .
3 . Enter your phone number if you want your recorded greeting to be the default greeting for the queue .
4 . Click Start Recording .
5 . The system will call you at the number you entered . When the phone rings, answer it and follow the voice prompts to record your message .
6 . Click Done Recording when you are finished .
7 . Your custom greeting now appears in the list of Queue Greetings with a icon indicating that it is the default greeting for the call queue .
Upload Repeating Queue Message
A message will play at intervals within the hold music . The default interval is 60 seconds . You can also give callers the option to leave a voicemail by pressing the number 2 key .
To upload music or a message to use in the Queue:
1 . Click Manage Greetings
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2 . Click Upload Custom Greeting .
3 . Click the Add button .
4 . Select the audio file you want to upload .
5 . Click Upload .
6 . Check the Set as Default box, if you want this audio file to be a default recording for the queue .
7 . Review the Electronic Signature text and click I agree .
8 . When the dialog box appears confirming that you have successfully uploaded the greeting, click OK .
Record a Repeating Queue Message
You can choose to have a message play at intervals within the hold music . The default interval is 60 seconds . You can also give callers the option to leave a voicemail by pressing the number 2 key .
1 . Click Manage Greetings in the Repeating Queue message section .
2 . Click Record Custom Greeting .
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3 . Enter your phone number if you want your recorded greeting to be the default greeting for the queue .
4 . Click Start Recording .
5 . The system will call you at the number you entered . When the phone rings, answer it and follow the voice prompts to record your message .
6 . Click Done Recording when you are finished .
7 . Your custom greeting now appears in the list of Initial Queue Greetings with a icon indicating that it is the default greeting for the call queue .
Delete Call Queues
Using the Account Manager, you can delete all call queues or individual ones .
1 . Click Phone System on the top navigation bar .
2 . Under the Phone System menu on the left, click Call Queues .
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3 . To delete all call queues:
• Click Delete All Call Queues .
• When the dialog box appears to confirm your deletion, click Delete All .
4 . To delete an individual call queue:
• Click Delete in the Action column of the call queue you want to remove .
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Shared Lines
Shared lines allow a maximum of eight users to share one extension number for outgoing calls . Shared lines are optional and must be ordered separately .
Important! All shared line extensions must use Aastra phones .
1 . Click Phone System on the top navigation bar .
2 . Under the Phone System menu on the left, click Shared LInes .
3 . Click Edit .
4 . In the Shared Line Assignments pane, click the drop-down arrow to select a Line Key Assignment for the shared line extension .
5 . Click Save Changes .
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Switchboard Pro
8x8 offers a graphical overview of all incoming calls to help you manage your phone system . Once you assign a Switchboard to a user profile, a receptionist or switchboard operator can route callers to the desired destination right from the desktop . Switchboard is an optional feature that can be purchased separately .
Configuring a Switchboard is a two-step process:
1 . Name your Switchboard
2 . Assign a user profile
To configure a Switchboard:
1 . Click Phone System on the top navigation bar .
2 . Under the Phone System menu on the left, click Switchboard .
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3 . Select a Switchboard and click to edit the Switchboard name .
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4 . Enter a name and click Edit .
5 . Select a user profile to assign the Switchboard .
6 . Click the User Name .
7 . From the list of existing user profiles, select a profile and click Save .
For information on how to launch and use Switchboard Pro, refer to http://www .get8x8 .com/8x8WebHelp/SwitchboardPro/index .htm
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Switchboard
Switchboard is a plug in based application that offers a receptionist or a switchboard operator to route calls to the extension users . This is the previous version of Switchboard Pro and requires you to download and install a plug in .
Note: Based on your subscription type, you see Switchboard Pro which is a web-based application and does not require any plug ins . Switchboard application requires plug ins .
1 . Click Phone System on the top navigation bar .
2 . Under the Phone System menu on the left, click Switchboard .
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3 . To activate Switchboard .
• Click Change Password in the Action column .
• Enter and confirm your password
• Click Save .
• When the dialog box appears confirming that your password was successfully created, click OK .
4 . Click Download Switchboard Software .
5 . If you want a copy of the Switchboard Software Manual, click Switchboard Software Manual . A PDF version appears, you may review on screen or print the PDF .
6 . Call 8x8 Support at 888 .898 .8733
to complete the activation of your Switchboard service .
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Paging
Paging can be of two types:
• Overhead paging—Provides one-way paging to multiple locations within a single facility, nearby office building, or remote locations .
• Group Paging—Provides one-way paging to multiple extensions connected to the same router .
Overhead paging is an optional feature that can be purchased separately .
1 . Click Phone System on the top navigation bar .
2 . Under the Phone System menu on the left, click Paging .
3 . Click Configure on the Overhead Paging Configuration .
4 . Locate the extension you want to modify and click Edit .
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5 . The Change Password dialog box appears . Change the overhead paging password, if desired .
6 . Change the service address information, if applicable .
7 . Click Save .
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Group Paging
Make real-time announcements to a department, team, or work area using the intercom feature on a Polycom phone:
• Create and manage your paging groups using the 8x8 Account Manager .
• Create up to 25 paging groups; the same extension can be included in multiple groups .
• Define who can broadcast pages and who can only listen .
• Set priority levels for your pages: Normal, Priority and Emergency .
Note: Polycom firmware version 4 .0 or higher is required .
Note: Group Paging uses IP multicast to send group pages to registered phones . This technology requires that all phones in a group page must have access to the same multicast IP address . In most cases, this requires that all phones receive their IP address from the same router .
Geographically dispersed phones that are serviced by separate routers will not support uniform access to Intercom Group Paging .
Setting up Group Paging on the Polycom VVX500
Before using group paging, configuration of each telephone participant is required . With 8x8 Account Manager, creating paging groups is a simple process .
1 . Click Phone System on the top navigation bar .
2 . Under the Phone System menu on the left, click Paging .
3 . On the Group Paging icon, click Configure .
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4 . To create a name or label for the group, click the Edit Group Label link . Then enter a new group name .
Example: Entered a new group name WorkGroup 1 as shown below on line 2 .
5 . Press Save at the bottom of the widow .
6 . Click Configure Paging Groups as shown below .
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7 . Select WorkGroup 1 (from example) from Paging Groups . Make sure it becomes a highlighted selection . Next, select the extension that will participate in the group by searching and selecting the extension numbers .
Example: As you can see below, four extensions have been included in the group . As highlighted, the user has selected extension 1003 for the detailed configuration . On extension 1003, the user has selected the ability to send and receive in two normal groups and the ability to send in Priority and Emergency groups .
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Note: You cannot unsubscribe from a Priority and Emergency group . A Priority page will interrupt Normal pages or active calls . An
Emergency page will interrupt Normal pages, Priority pages, and active calls and plays out at near maximum volume even if Do Not
Disturb (DND) is turned on .
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Example: The user has configured extensions 1003, 1055, 1054, and 1053, and can now save the configuration . Users are given the option to save now or save at a time where phone restart is more convenient .
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When a user returns to his or her Polycom VVX500 desktop phone, he or she can see Paging among the screen menus as well as the paging group list . The new group WorkGroup 1 is active, as shown below .
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Making a page from a Polycom VVX500 shows a preamble screen . During the preamble, the phone has located all the phones in the page and is sending a short tone to all the phones in the group page .
The phone quickly transitions to Sending Page mode . At this point a user can speak into the handset or speakerphone and a one-way page is transmitted to all participants .
Receiving a page shows the name of the group page and the status, as shown below .
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Edit Voicemail/Fax Notifications
Extension users can receive an email notification when they receive a new voicemail message or Internet Fax (Internet Fax is available with
Virtual Office Pro) .
Managing Voicemail and Fax notifications
There are several email notification options available . Extension users can manage their notification options using Virtual Office Online and
Virtual Office Desktop . System administrators can also manage notification settings and prevent extension users from making any changes to setting, using the Account Manager .
To edit voicemail and fax notifications:
1 . Login to the Account Manager and click the Phone Systems tab in the header
2 . Under the Phone System menu on the left, click Edit Voicemail / Fax Notifications
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3 . In the drop down boxes in the Voicemail Notification and Fax Notification columns, select the appropriate option for each extension .
The same option can be applied to all extensions using the drop down box in the header row . Options are:
– Disable Notification—An email notification will not be sent
– Attachment Only— An email notification will be sent with an audio file of the voicemail attached
– Notification Only—Email notification without an audio file or link to the voicemail (Recommended for companies requiring HIPAA compliance)
– Link & Attachment—Email notification with both a link to the voicemail and an audio attachments, plus links to Delete Voicemail and to manage multiple voicemails
– Link Only—Email with a link to the voicemail and links to Delete Voicemail and to manage multiple voicemails—Attachment, Delete
Orig . VM*-
4 . Select the check box to the left if you would like to lock this setting . This will not allow users to personally change their notification settings .
Note: According to HIPAA guidelines, it is considered unsafe to send an attachment that can be forwarded; therefore administrators should set users to Notification Only . Be sure to lock the setting so that users cannot change this setting inside their Virtual Office
Online or Virtual Office Desktop .
5 . Click Save
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Company Settings
Setting Main Company Number
1 . Click Phone System on the top navigation bar .
2 . Under the Phone System menu on the left, click Company Settings .
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3 . Your company’s Phone System Name, caller ID information , Messaging, and Time Zone are displayed . Enter a New Phone System Name if you wish to rename your current phone system .
4 . Enter a new Company Name, if applicable .
Note: this name will appear on your outbound caller ID and on all invoices and communications from 8x8 .
5 . Click the Main Number drop-down arrow to select a new main number for your company, if desired .
6 . Make messaging, time zone, and other configurations .
Note: this will override the settings selected by extension users in their Virtual Office Online accounts .
7 . Click Save .
Messaging
By default chat is enabled for all users and configured to save chat history . To disable chat for all users or to disable Save Chat History, uncheck the appropriate box .
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Number Transfer
You can transfer your existing phone numbers over to 8x8 service . Using the Account Manager, you can check the transfer status of numbers being ported, continue or cancel current number transfer requests and begin the number transfer process for additional phone numbers .
Check Number Transfer Status
There are two ways to access your Number Transfer Status .
Option 1
1 . Log in to the 8x8 Account Manager .
2 . Pending number transfers are displayed under Account Update on the home page .
3 . Click View All to see all pending number transfers .
4 . Click the highlighted case number to see details about a specific case .
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Option 2
1 . Click Phone System on the top navigation bar .
2 . Under the Phone System menu on the left, click Number Transfer . This takes you to the Number Transfer main page .
3 . Click Check Transfer Status on the right side of the screen .
4 . Click View to see details about a submitted case .
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Cancel or Continue a Number Transfer Request
1 . Click Phone System on the top navigation bar .
2 . Under the Phone System menu on the left, click Number Transfer .
3 . To cancel a number transfer request, click Cancel in the Action column .
4 . If you started but did not complete a number transfer request and now want to continue, click Continue in the Action column .
You will be able to resume your number transfer request from the point you stopped .
Request a Number Transfer
1 . Click Phone System on the top navigation bar .
2 . Under the Phone System menu on the left, click Number Transfer . You are now on the Number Transfer main page .
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3 . Review the onscreen instructions and the 8x8 Number Transfer Checklist to ensure you have all required information ready before you request a number transfer .
4 . When you have gathered all required information, click Begin Number Transfer .
5 . Answer the questions on the Begin Number Transfer page .
Note: The answer to the first question must be Yes, and the answer to the last question must be No in order for your requested transfer to go through .
6 . Once you answer all questions, click Continue .
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7 . Enter the number of service locations for the phone numbers .
8 . To continue, click Next .
Note: If you want to complete the number transfer request later, click Save for Later .
9 . Enter the service address and service provider information for the number you want to transfer .
10 . To continue, click Next .
Note: If you want to complete the number transfer request later, click Save for Later .
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11 . Enter or cut and paste the numbers you want to transfer .
Note: you must separate the numbers using commas, tabs or line breaks .
12 . To continue, click Next .
Note: If you want to complete the number transfer request later, click Save for Later .
13 . Click the drop-down arrow to select a temporary number for each of the numbers you are transferring . Use the and buttons to add and delete phone numbers .
14 . To continue, click Next .
Note: If you want to complete the number transfer request later, click Save for Later .
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15 . Review the information you provided to ensure it is correct . To edit any of the information, click Back .
16 . To continue, click Next .
Note: If you want to complete the number transfer request later, click Save for Later .
17 . Review the Letter of Authorization carefully . We recommend you print it for your records using the button provided . If you agree to all terms in the letter, click I Agree .
Note: If you want to complete the number transfer request later, click Save for Later .
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Call Recording
If your 8x8 corporate account includes Virtual Office Pro, users can record, delete and listen to calls from their extensions . Phone system administrators can configure call recording settings by individual extension or in bulk .
1 . Click Phone System on the top navigation bar .
2 . Under the Phone System menu on the left, click Call Recording .
Note: Review Terms and Conditions for call recording as recording laws vary by geography:
3 . Configure the following options for all extensions .
• Recording Mode—Recording mode sets the frequency of recorded calls:
– Off—do not record any calls
– Always Record—record all calls
– Record On-Demand—record specific calls
• Play Announcement When Calls Are Recorded:
– To Other Party
– To Extension User
• Restrict Extension User Access To:
– Enable/Disable Recording—Allows the administrator to lock down the recording mode so the user cannot change it . If allowed, the extension user can change the recording mode on VOD or VOO .
– Change Announcement Settings
– Delete Recordings—Allows the extension user to delete the recordings .
– Listen to Recordings
4 . Click Save to apply your changes .
Note: Click the checkbox in the header row to select and apply a change to all extensions .
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Chapter: 3 Billing
Access to 8x8 service bills online through Account Manager saves your time to get on phone for billing related queries . You can view current and past billing statements, set up a billing profile for automatic payment, and download a summary of all accounts .
Statements
Using the Account Manager, you can view your statements for the last 18 months .
1 . Click Billing on the top navigation bar .
2 . Click View Statements .
3 . Click View in the Actions column of the statement you want to see .
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A detailed billing summary displays .
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4 . To view billing details for a particular extension in the Billing main page, click the corresponding link .
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5 . To see account activity since your last payment, in the Billing main page, click View Activity . A detailed billing summary opens .
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Billing Profile
This feature allows you to select whether you receive a consolidated or unconsolidated bill for your telephone extensions and allows updates to your payment details .
If you have chosen consolidated billing, you will get one monthly bill for all your 8x8 services and your credit card will be charged once for the entire amount owed 8x8 .
If you have chosen unconsolidated billing, you will receive a bill for each of your 8x8 services and the selected credit card will be charged for each service independently .
Change Billing Preference from Consolidated to Unconsolidated
1 . Click Billing on the top navigation bar .
2 . Under the Billing menu on the left, select Billing Profile .
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3 . Click Change to Unconsolidated Billing .
4 . When the dialog box appears asking you to confirm your selection, click Save .
5 . When the Success dialog box appears, click OK to confirm change .
Your billing is now unconsolidated .
Change Billing Preferences from Unconsolidated to Consolidated.
1 . Click Billing on the top navigation bar .
2 . Under the Billing menu on the left, select Billing Profile .
3 . Click Change to Consolidated .
4 . When the dialog box appears, select the credit card to use for consolidated payment from the Credit Card drop-down menu .
5 . Click Save .
6 . When the Success dialog box appears, click Ok to confirm change .
Your billing is now consolidated under one credit card .
Update Payment/Billing Information
1 . Click Billing on the top navigation bar .
2 . Click Update Payment/Billing Info .
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3 . Click Change Payment Type .
4 . Select your Payment Type . If you have more than one credit card on file, click the drop-down arrow to select the card you want used .
5 . Click Delete Credit Card(s) or Add Credit Card, if applicable .
Note: A credit card cannot be deleted unless you first click Edit Card Info, and then clear the Make Active check box . At least one credit card must be active at all times .
6 . If you are adding a new credit card, enter or select the card details .
7 . Click Save .
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Chapter: 4 Reporting
Using the Account Manager you can run and schedule call log reports that reflect activity of on individual extensions, selected extensions, or all extensions .
Run or Schedule a Report
1 . Click Reporting on the top navigation bar .
2 . Select Run report now or Schedule Report .
3 . Set the Report Timeframe (If you chose Custom you will need to select dates and time) . Date range cannot exceed 3 months .
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4 . Select Data filters:
• Choose Number Types to Display in Extension box:
– Select All
– Extensions
– Virtual Numbers
– Toll-Free Numbers
• Place a check mark next to the extensions you want to include in your report .
• Select Calls Direction .
• Enter External Phone Number to filter an outside phone number .
• Select report Display Format .
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5 . Schedule Report (if applicable)
• Name the report .
• Set the reporting frequency by clicking the Report Frequency button .
• Reports can run at a future date, or on a daily, weekly or monthly repeating schedule . Click Done when complete .
• Select the system administrator you would like to send an email notification to once the report is ready .
Note: Email notifications can only be sent to system administrators . To create new administrators, go to the Privileges tab . Make sure to grant Repeating privileges .
• To make the report available to all your phone system administrators with Reporting capabilities, check Viewable by all admins .
6 . Click Save or Run .
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Manage Schedules
To edit scheduled reports click Manage Schedules in the left hand navigation box in the Reporting tab .
Find the report you want to manage, and choose from the following actions:
• Enable/Display scheduled report
• Edit
• Delete
• Run Now
View Reports
To view reports once they have run, click View Reports in the left hand navigation box in the Reporting tab .
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Chapter: 5 Orders
8x8 makes it easy to check your orders, buy new services and upgrade existing services all online using the Account Manager .
Check Order Status
1 . Click Orders on the top navigation bar .
2 . To search for orders by date (basic search):
• Select a start date .
• Select an end date .
• Click Search .
Note: By default all orders placed in the past 90 days will be displayed on the Orders main page .
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3 . To search for orders by Order ID or Status (advanced search):
• Click Advanced Search .
• Enter the Order ID or click the drop-down arrow to select an order status .
• Click Search .
4 . Your search results are displayed . To see the invoice for a particular order, click View .
Buy New Services
This will allow you to buy add-on services and equipment for existing service types .
1 . Click Orders on the top navigation bar .
2 . Under the Orders menu on the left, click Buy New Services.
3 . Select your Service Type .
4 . Click Continue .
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5 . Provide your service location address for E911 emergency service .
• To Select an existing Service Location Address, click the drop-down arrow and make your selection .
• To Enter a New Service Location Address, complete the required fields .
Note: these fields are marked with an * . You can only select one item at a time .
6 . Click Continue to Step2 .
7 . Click Add Services or Equipment to select the services you would like to purchase .
8 . Select a Plan and/or Select a Device for your purchase .
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9 . Click Next .
10 . If you are purchasing an extension, configure the extension by entering the user’s:
• Extension Number
• Caller ID First Name
• Caller ID Last Name
11 . Click Next .
12 . Select an outside phone number for the extension by selecting the user’s:
• State
• Area Code
• City
13 . Click Add to Cart .
14 . Select a phone number from the list presented . To see more numbers, click Show me more numbers at the bottom of the list .
15 . Click Add to Cart .
16 . To purchase additional services or equipment, click Add More Services or Equipment on the Buy New Services main page and repeat the steps above .
17 . Click Continue to Step 3 .
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18 . Enter your billing and shipping information .
• To Select an Existing Credit Card already on file, click the drop-down arrow and make your selection .
• To Enter a New Credit Card, complete the required fields .
Note: these fields are marked with an * .
• Check the appropriate boxes if your billing address, service address and/or shipping address are the same .
• To enter a new billing or shipping address, complete the required fields .
Note: these fields are marked with an * .
19 . Click Continue to Step 4 .
20 . Review and confirm your order .
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Upgrade Services
1 . Click Orders on the top navigation bar .
2 . Under the Orders menu on the left, click Upgrade Services .
3 . Select the service type you want to upgrade .
4 . Click Continue .
5 . Your Service Plans along with the existing equipment that it is associated with your plan will be displayed . Select the plan and/or equipment you want to upgrade .
6 . Click Continue .
7 . Select from the available upgrade options and new equipment presented .
Note: if you don’t see the service or equipment you want, contact 8x8 Sales at 866-879-8647 .
8 . Click Continue to Step 3 .
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9 . Enter your Billing and Shipping Information .
• To Select an Existing Credit Card already on file, click the drop-down arrow and make your selection .
• To Enter a New Credit Card, complete the required fields .
Note: these fields are marked with * .
• Check the appropriate box if your billing address and shipping address are the same .
• To edit or enter a billing or shipping address, complete the required fields .
Note: these fields are marked with * .
10 . Click Continue to Step 4 .
11 . Review and confirm your order .
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Chapter: 6 Accounts
User Profiles
A User Profile is required to give a user access to your 8x8 system . A User Profile must be created before assigning a user to an extension or granting administrative privileges to your Account Manager .
You need to only create one User Profile per individual . A User Profile can be assigned to multiple extensions or features . It is important that a user’s profile remains current, especially the user’s email address . The following User Profile fields are mandatory:
• First Name
• Last Name
• Email Address
• Username
Note: When creating a new User Profile, by default the Username is the email address . The system administrator has the flexibility to change the
Username to something other than the email address .
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In addition to the above mandatory fields, the following fields are available and can be used at the phone system administrator’s discretion:
• Nickname—When this field is used, the nickname replaces the first name
• Job Title
• Department
• Location
• 3 customizable fields
Using the User Profile Configuration Tool
1 . Click Accounts on the top navigation bar .
2 . Click User Profiles.
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3 . To hide or show available User Profile fields in the User Profile chart, click Edit Viewable/Hidden Fields.
4 . Select or clear the check boxes next to fields to display .
5 . Click Save.
Phone system administrators can create up to three customizable fields . To use the customizable field(s):
1 . Click Edit Viewable/Hidden Fields.
2 . Check the box next to a Custom Field.
3 . Name the field by typing in the adjacent Header Label box .
4 . Click Save.
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Create User Profiles
You can create User Profiles one at a time or in bulk . To create an individual User Profile:
1 . Click Create New User Profile
2 . Enter user information . Mandatory fields are: First Name, Last Name, Email Address and User Name (by default User Name is email address) .
3 . Click Save
Note: For phone extensions that will not be assigned to a specific individual but instead will be located in a specific area like the front lobby, conference room, etc, create a User Profile for each area . Example: Enter “Front” as a First Name and “Lobby” as the Last Name, and enter the email address for the person responsible for maintaining the extension settings (usually the Primary System Administrator)
To create or edit multiple User Profiles
1 . Click Download CSV Template .
Note: If using customizable fields, before downloading the template make sure that you have labeled the field by following the
Customizable Fields instructions above .
2 . Download and open the file .
3 . Enter information for new User Profiles or edit information for current profiles .
Important: Do not make any changes to the 8x8 Internal ID column .
4 . Once you have made all your changes save the file to your computer hard drive .
5 . On the User Profile page click Upload CSV Template, then Proceed.
6 . Click Add, then locate the file you just saved and click Open, then Upload.
7 . Verify that the new information is correct and then click Submit.
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Disabling a User Profile
To disable a User Profile, click Disable in the Action Column. Disabling a User Profile removes the profile from all extensions or features the User
Profile has been assigned to .
Note: Once a User Profile has been disabled you can enable it once again . However, you have to manually reassign the User Profile to an extension or other feature . To maintain historical reporting, you are unable to delete a User Profile completely from your system .
Privileges
Using the Account Manager, you can assign users the following types of administrator privileges:
• Phone System
• Billing
• Reporting
• Orders
• Accounts
• Support
Important! Every Virtual Office account has one primary administrator with privileges in all the above categories . This administrator’s access cannot be edited or revoked .
Note: To grant administrator privileges to an individual, you must first create a User Profile for them . See the user profile section for more instructions .
The primary administrator and users with full privileges can access any administrative area . When they log into the Account Manager, they see complete navigation bar
When a user with limited privileges logs into the Account Manager, they only have access to specific areas . For example, an accountant who is only granted Billing and Orders privileges sees this navigation bar in the Account Manager
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Add New Admin
To grant privileges to an individual, you must first create a User Profile for them . See the User Profile section for directions .
1 . Click Accounts on the top navigation bar .
2 . Click Privileges .
3 . To select the new administrator’s privileges manually, click Add New Admin .
4 . Select a User Profile .
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5 . Select the administrative privileges for the user . By clicking on a link, like Phone System Service, more options specific to to that function becomes available .
6 . If you have multiple PBXs, select which PBX these administrative privileges will apply to .
7 . Click Add or Copy
8 . When the dialog box appears confirming that the new administrator has been added, click OK .
9 . The new administrator now appears in the list of administrators on the main Privileges page .
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Edit Privileges
1 . Click Accounts on the top navigation bar .
2 . Click Privileges .
3 . The list of current administrators appears . Click Edit to change an administrator’s privileges .
Note: the administrator marked with a star is the primary administrator whose privileges cannot be changed .
4 . Update the user information and privileges for the selected administrator .
5 . If you have multiple PBXs, select which PBX these privileges apply to .
6 . Click Save Changes .
7 . When the dialog box appears confirming your changes, click OK .
Revoke Privileges
1 . Click Accounts on the top navigation bar .
2 . Click Privileges .
3 . The list of current administrators appears . Click Revoke to remove all administrative privileges for that user .
Note: the administrator marked with a star is the primary administrator whose privileges cannot be changed .
4 . When the dialog box appears asking you to confirm that you want to revoke all administrative privileges for that user, click Continue .
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Contact Directory
To configure the global system settings for your system’s Contact Directory, go to the Accounts tab of the Account Manager and select
Contact Directory .
Note: The Contact Directory data is pulled from the system’s User Profiles . To edit an individual contact’s information, you must make the changes to the User Profile . See the
“User Profiles” on page 121 for more information .
Excluding Extensions from Contact Directory
By default all extensions and the User Profile information attached to that extension, are shown in the Contact Directory . To exclude an extension from the Contact Directory, select the check box in the Contact Directory Exclude Extension column .
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Including Contact Information for Non-Extension Users
By default, User Profiles assigned to an extension are shown in the Contact Directory . However, phone system administrators can also choose to display contact information for User Profiles not assigned to an extension . User Profiles not assigned to an extension are displayed in the table below the extensions . To display contact information for a non-extension User Profile, clear the check box in the Contact Directory Exclude
User Profile column .
Excluding Contacts from Auto Attendant Directory
When using the Auto Attendant feature of your phone system, you can give callers the option to:
• Dial by Extension
• Dial by Name
• Search Directory
To exclude an extension from these three options select the check box in the Auto Attendant Exclude Extension column .
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Contact Directory Display Preferences
Phone system administrators can control what User Profile information is displayed in the Contact Directory Contact Card, what data is used to group and filter contacts, and what is shown in Detailed View .
• To select which User Profile information is available to be displayed, click the Display Preferences button .
• Check the box to select the data that is available to display or be used in the Contact Card, for grouping and filtering, and to customize
Detailed View .
• Click Save .
Note: By default, all but custom User Profile fields are checked .
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Communication Preferences
Use Communication Preferences page to configure the company’s preferences . These settings override the selected individual extension User’s settings . Extension users however, can update their preferences in their virtual office Online account .
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Chapter: 7 Support
The Account Manager Support home page provides immediate information about your:
• Number Transfer Status
• 8x8 Network Alerts
• 8x8 Maintenance Alerts
It also provides comprehensive contact information for 8x8 customer support, including:
• Chat
• Phone
• Mailing Address
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Cases
Create a case
1 . Click Support on the top navigation bar .
2 . Under the Support menu on the left, click Cases .
3 . Click Create Case .
4 . Enter or select the required information about your case .
* Indicates required fields .
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5 . If you want to attach a file to your case, click the Add button and then select the file from your computer .
6 . Click Submit Case .
7 . A screen appears with your Case ID and other details about the case you submitted .
Display Cases
1 . Click Support on the top navigation bar .
2 . Under the Support menu on the left, click Cases .
3 . Click the Display drop-down arrow and select which category of cases you want to see .
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View and Reply To Cases
1 . Click Support on the top navigation bar .
2 . Under the Support menu on the left, click Cases .
3 . Locate the case you want to see and click View .
A screen appears that displays details about the selected case .
4 . To reply to the case and/or attach a file to it:
• Click Reply to Case and/or Attach File .
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• Enter your reply in the Detail section and click the Add button to select an attachment .
• Click Submit Reply .
• When the dialog box appears confirming that you successfully updated the case, click OK .
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Close a Case
1 . Click Support on the top navigation bar .
2 . Under the Support menu on the left, click Cases .
3 . Locate the case you want to see and click View .
4 . Click Close Case from the View Case menu .
5 . When the dialog box appears asking whether you are sure you want to close the case, click Close Case
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Reopen Closed Cases
1 . Click Support on the top navigation bar .
2 . Under the Support menu on the left, click Cases .
Use the display drop-down arrow to select a category that includes closed cases . Some categories only display open cases .
3 . Locate the closed case you want to reopen and click View .
4 . A screen appears displaying case details and attachments . Click Reopen Case at the bottom .
5 . The case is removed from the closed case list and now appears with the status of Re-Opened Case .
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Check Number Transfer Status
1 . Click Support on the top navigation bar .
2 . Under the Support menu on the left, click Number Transfer .
3 . Locate the number transfer you want to see and click View .
4 . A screen appears that displays the Case ID, Scheduled Transfer Date, Status and other Details for the number transfer .
5 . For more information about number transfers, see the
Chapter: 2 Phone System section of this Account Manager guide .
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Software Downloads
Software, firmware, documentation, FAQs, demos and product information from 8x8 can be downloaded from this page .
1 . Click Support on the top navigation bar .
2 . Under the Support menu on the left, click Software Downloads .
3 . An 8x8 customer support page appears in a new window .
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To select Business Service software and firmware updates:
1 . Click Downloads under your account type .
2 . Select a software category or click the Download button next to the software you want to download .
To select Product Documentation and FAQs:
1 . Make the appropriate selection from the customer support menu, OR
2 . Choose from the links provided on the 8x8 customer support page .
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Chapter: 8 Virtual Office Online
The Account Manager’s main navigation bar includes a link to Virtual Office Online for all phone administrators and privileged users whose profile is associated with a Virtual Office extension .
Clicking this link takes you to the Virtual Office Online application . You can access additional features available with your
8x8 Virtual Office account .
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Appendix A
What are the different Power Keys (PWR) Plans? What are the numbers of LAK and BLF keys that come with it?
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Appendix B
Backing up the contact directory on the phone device is essential before editing any keys on Account Manager the first time . It is done automatically once the back-up server launches . Configuring line keys in Account Manager allows central editing after the local directory is saved once to prevent accidental loss of locally-saved contact data on the phone . You can add a dummy new entry on the phone and save it for a quick back-up .
To back up contact directory from your phone device:
1 . Press to display Home view on the phone .
2 . From the menu, tap Directories > Contact Directory .
3 . Select a contact to edit or use “+” to create a new contact .
4 . To edit a contact: a . Select a contact and tap Edit icon . Scroll down the list of options and hit Favorite Index, if you wish to make the contact into a
Speed Dial . b . Assign an index according to where you want the contact to display on phone or SideCar .
5 . Press the Save soft key to save the contact and backup the contact directory .
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Appendix C
End users can edit speed dials from the phone user interface using indexes for the key positions and assign to contact directory entries .
1 . Identify and catalog current key locations (LAK’s, BLF’s and Speed Dial Keys) on your Polycom VVX 500 and/or VVX 600 telephone set(s) and/or sidecars .
2 . Determine your new desired key locations for both phone set and sidecar . See charts below .
IMPORTANT : When assigning any key to an index, insure the index is not already pointed to an existing LAK, BLF or
Speed Dial key .
3 . To relocate or move any key, re-assign it’s favorite index to point to a line key position that is currently available .
(See assignment charts on the next page)
Note: Only PBX Administrators can reassign locations of your LAK’s, and BLF’s .
Polycom 300/310
Index 1
Index 2
Index 3
Index 4
Index 5
Index 6
Polycom 400/410
Index 1
Index 2
Index 3
Index 4
Index 5
Index 6
Index 7
Index 8
Index 9
Index 10
Index 11
Index 12
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VVX 500
Index 1
Index 2
Index 3
Index 4
VVX 600
Index 1
Index 2
Index 3
Index 4
Sidecar 28
Index 101
Index 102
Index 103
Index 104
Index 105
Index 106
Index 107
Index 108
Index 109
Index 110
Index 111
Index 112
Index 113
Index 114
Index 115
Index 116
Index 117
Index 118
Index 119
Index 120
Index 121
Index 122
Index 123
Index 124
Index 125
Index 125
Index 127
Index 128
Index 5
Index 6
Index 7
Index 8
Index 5
Index 6
Index 7
Index 8
Index 9
Index 10
Index 11
Index 12
Index 9
Index 10
Index 11
Index 12
Sidecar 28
Index 201
Index 202
Index 203
Index 204
Index 205
Index 206
Index 207
Index 208
Index 209
Index 210
Index 211
Index 212
Index 213
Index 214
Index 13
Index 14
Index 15
Index 16
Index 215
Index 216
Index 217
Index 218
Index 219
Index 220
Index 221
Index 222
Index 223
Index 224
Index 225
Index 225
Index 227
Index 228
Sidecar 28
Index 301
Index 302
Index 303
Index 304
Index 305
Index 306
Index 307
Index 308
Index 309
Index 310
Index 311
Index 312
Index 313
Index 314
Index 315
Index 316
Index 317
Index 318
Index 319
Index 320
Index 321
Index 322
Index 323
Index 324
Index 325
Index 325
Index 327
Index 328
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Sidecar 40 - #1
Index 101
Index 102
Index 103
Index 104
Index 105
Index 106
Index 107
Index 108
Index 109
Index 110
Index 111
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Index 113
Index 114
Index 115
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Index 117
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Index 131
Index 132
Index 133
Index 134
Index 135
Index 136
Index 137
Index 138
Index 139
Index 140
Index 121
Index 122
Index 123
Index 124
Index 125
Index 125
Index 127
Index 128
Index 129
Index 130
Sidecar 40 - #2
Index 201
Index 202
Index 203
Index 204
Index 205
Index 206
Index 207
Index 208
Index 209
Index 210
Index 211
Index 212
Index 213
Index 214
Index 215
Index 216
Index 217
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Index 231
Index 232
Index 233
Index 234
Index 235
Index 236
Index 237
Index 238
Index 239
Index 240
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Index 222
Index 223
Index 224
Index 225
Index 225
Index 227
Index 228
Index 229
Index 230
Sidecar 40 - #3
Index 301
Index 302
Index 303
Index 304
Index 305
Index 306
Index 307
Index 308
Index 309
Index 310
Index 311
Index 312
Index 313
Index 314
Index 315
Index 316
Index 317
Index 318
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Index 332
Index 333
Index 334
Index 335
Index 336
Index 337
Index 338
Index 339
Index 340
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Index 322
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© 2015. The 8x8, Inc. logo is a registered trademark of 8x8, Inc. 8x8, Inc. is a publicly traded company. PM448/911v2
NASDAQ: EGHT www.8x8.com
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Key features
Manage extensions
Manage Virtual Office Online User profiles
Manage phone system features
Transfer phone numbers
Manage payment methods
Check order status
Open and track support cases
Configure line keys
Handle multiple live calls
Monitor call status of other extensions
Frequently asked questions
The system requirements are: Windows 7, Vista and XP; Mac OS 10.5.4 (Leopard) or newer; Flash Player 10.0 or higher; Firefox 3.0 and higher, Google Chrome 1.0 and higher, Internet Explorer 7.0 and higher, Safari 3.0 and higher, Opera 9.5 and higher.
To login to the 8x8 Account Manager, go to www.8x8.com, click Login at the top of the screen, select Account Manager, enter your 8x8 login and password, and click Log In.
The minimum system requirements for Windows XP are: Pentium 4 1.3 GHz / AMD Athlon XP 1500+ or newer; 512 MB of RAM.
