Contents
1a. Logging into the system (via the web)
1b. Logging into the system (via teams)
2. Logging into Work for telephone (used as back-up if Teams is not working)
3. Logging into Hunt Groups (Call Queues)
4. Connecting to Call Centres
4a. Changing activeness in a queue
5. Using this in Teams
6. Taking calls
6a. Microsoft Teams
6b. 8x8 work interface
7. Things to be aware of.
8. Extra Guides
1a. Logging into the System (via the web)
Log into 8x8 and the following will appear:
Enter your UON email address. The next screen will appear:
On this screen click the ‘Login with Organisation’ button:
You will be portrayed with a similar screen below (Options may or may not show due to access level on you 8x8 account)
1b. Logging into the System (via the web)
TO log in to 8x8 via teams the keypad first needs to be active in Teams. To check if this is the case click on the Calls tab on the toolbar in teams
When logging in you should find the following:
- Your work number will appear under the keypad
If this keypad does not appear and you have been told that you have moved to the new platform please raise an Incident ticket with the IT Service Desk and we will look into that for you.
Once confirmed you will then need to open the 8x8 app in teams. To do this on the tollbar click on the extra selection menu represented by the …
Then select the 8x8 app
When this has opened click on the Sign in via SSO button:
Enter your university email address and press continue
Enter your university password and click login with organisation
2. Logging into work for telephony (Used as back-up if Teams is not working)
From the above screen Click on the Work Option
You will be given a new screen/tab showing the following
Click on the ICON on the top Left (This will be an abbreviation of your username).
From the following list that comes up select AVAILABLE
This will then turn the dot by your name to Green which means you can now take calls.
3. Logging into hunt Groups (Call Queues)
If you are apart of any call Queues / Hunt Groups you will find under work interface the following icon on the left hand side
Click on this icon and you will get a list of the queues you are in
In the queues, you want to be a part of press the Log in button by the side of the queue.
To log out do the same process but press the log out button
4. Connecting to Call Centres
If you are apart of any call centres (Such as clearing) you will need to go back to the 8x8 application web page tab on browser.
From the 8x8 application panel click the ‘Contact Center Agent Workspace’:
The following will new tab will appear:
If the on break appear click the ‘Ready for Work’
The screen will look like the below and your now online and ready to receive calls!
4a. Changing activeness in a queue
If you need to log out or in a Call Centre such as Clearing these are the steps you need to do the following steps
In Contact Centre Workspace Click on the Menu button
This will then bring option on the screen, from here press My Assigned Queues
This will then bring up the following screen
Click on My assigned queues button and you will see all the call queues you will have access too:
To use a queue make sure the box has a blue tick on it or to come out of it make sure the box is empty. This is done by selecting the box by the end.
When set as needed press the Confirm changes
This means you are now in the call centres you need to be to take calls.
This page needs to be left open to be able to deal with in coming calls to these call centres.
5. Using this in Teams
Once your account has been activated in teams you will receive the Dial pad in the Calls section of teams. Please see picture below
This now means that calls will come in to you via teams and will allow you to make calls from teams as well.
6. Taking calls
Calls will work as follows when using the different interfaces:
6.a Microsoft Teams
The calls will come in as a live call in Teams just like you use to contact internal and external users from the university.
6.b 8x8 Work interface
6.b 8x8 Work interface
- The call will come through either the Work or Call Centre Interface
- You will see an icon on the top of the browser tab page showing a call is coming in
- Click on the tab showing the icon
- Click on the call and press the green button on the call
- This will then answer and allow you to take the call.
7. Things to be aware of
Things you will need to remember:
- If keypad is not in your teams then you will need to use the work section of 8x8
- To join or remove from call queues/hunt groups you will need to use Work section of 8x8
- If using Teams you can only do 1 team call at any one point and will stop calls coming to you when in a call
- You will need to keep the Call Centre group section of 8x8 open if you need to receive calls from them in your browser
- The main pages you will need are
- For extra help please see: What else do I need to know on how to use 8x8 telphone system? - Ask Us