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Get Started

After logging in the to 8x8 Contact Center application, follow the checklist below to get started:

How do I activate integration with 8x8 Contact Center?

To activate the integration, you must first connect with Microsoft Dynamics via Settings.

  1. Log in to Agent Console.
  2. Click or Settings at the top.
  3. Select Integrations > Microsoft Dynamics > Connect.
  4. If connected successfully, you will see a message summary.
  5. Click X to navigate back to the agent interface. Your integration is now active.

How do I enable settings?

You can control if you wish to preview details of a matched record in your CRM before accepting an interaction. You can also enable automatic call log and screen pop of a call log under Settings. By default, these settings are disabled.

To view and change the settings:

  1. In Agent Console, click on the top right corner of Agent Console.
  2. Select Integrations > MS Dynamics. You can see the list of settings:

How do I set up a phone to receive calls?

You can set up a softphone or a hard phone from the agent profile in Agent Console to receive calls.

  1. From the drop-down menu, select Profile.
  2. In Personal settings, enter a phone number or SIP Phone URI.

  3. Click Make Verification Call to verify the phone number.
  4. Make sure the phone number is in the right format and click Save.

How do I check my queue assignments?

To process phone and chat interactions from the Virtual Contact Center, you must be a member of phone and chat queues.

Note: Phone queues are separately defined for inbound and outbound communication.

  1. From Profile, go to the Assigned Queues area.
  2. Click the desired tab for phone, chat, or voicemail queues.
  3. Make sure your queue assignment is active.


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