Contents
1. Logging into the system
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.
1. Logging into the System
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)
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 new tab will appear:
If the 'on break' tile appears, 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
- 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
Who can help me with the 8x8 telephony system?
If you have any more questions or you are experiencing issues, IT Services will be happy to help you:
- You can report an issue in person on the Student Information Desk on the ground floor of the Learning Hub
- There is also a self-service portal where any kind of issue relating to IT can be logged
- You can check or change your password by following these instructions
- You can also call them on 01604 893333
You can visit IT Services on the ground floor of the Learning Hub:
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Mondays to Thursdays 8.30am to 5pm
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Fridays 10am to 5pm.
You need to collect a paper ticket from the kiosk, and wait for your number to be called. You can wait in IT's service area, behind the glass screens to the right of the Student Information Desk.
You can also call the IT helpdesk on 01604 893333:
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Mondays to Thursdays 8am to 5pm
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Fridays 8am to 9am, and then 10am to 5pm.