Define Settings

Note: Ability to define the following settings is available only to (Undefined variable: 8x8VariablesSet.ZD) administrators.

Before your agents begin using the Virtual Office app, you can

• Define custom call codes to indicate the outcome of each call
• Allow users to view contacts from (Undefined variable: 8x8VariablesSet.ZD) and contact directory
• Set user defaults for screen pop behavior for users

Define Call Outcome Codes

The Virtual Office app allows you to define custom codes to collect information about the outcome of each call. For example, your lead generating representatives need call dispositions such as Call Successful, RNA (Ring no Answer), Voicemail left, etc.

At the end of each call, agents are prompted to select an outcome from the pre-defined list of call outcome codes. This information is saved in the call log. Agents can choose to extract codes from the standard Salesforce field or a custom field. The system can be configured to save call results in one of two ways: To a standard or custom pick list, or the Call Results field via delimited text (legacy).

As an administrator, you can:

• Define call outcome codes in the standard Salesforce field.
• Create a new custom field for the call outcome codes.

As an end user, you can choose:

• To extract codes from the standard Salesforce field for call codes.
  
• To extract codes from the custom field for call codes.
  For details, refer to the end user settings.

Define Call Outcome in Salesforce Call Results Field

To define call outcome codes in Salesforce Call Results field:

1. From Setup, select Customize > Call Centers > Call Center in the left navigation menu.
2. Select the 8x8 call center to edit.
3. Click Edit to change settings.

4. Under Other Options > Call Results, enter the desired call result codes. For example, Call successful; Left voicemail; RNA
   Note: Separate each code by a semi colon.
   
5. Click Save.

Define a Custom Field for Call Outcome

Defining a custom field for call outcome requires you to:

1. Choose a Salesforce pick list field such as Type or create a custom field for call outcome codes.

   Important: The custom field must be of Picklist data type.
   

2. Ensure the pick list is available on the task page layout or add the custom field to the task page layout.
3. Edit the Call Center settings to provide the API name for the used field.

4. Configure agent settings so the Call Outcome Source is set to Salesforce.
   

Import Contacts

You can import contacts from (Undefined variable: 8x8VariablesSet.ZD) and 8x8 Virtual Office contact directory for a quick calling access. You can even search from the list. To learn more, refer to Access Contacts. In Salesforce, end users can choose to change this setting in the app settings.

To load contacts:

1. From Setup, select Customize > Call Centers > Call Center in the left navigation menu.
2. Select the 8x8 call center to edit.
3. Click Edit to change settings.

4. From the Settings, select one or both of the following options:
   

   • Load (Undefined variable: 8x8VariablesSet.ZD) Contacts.
   • Load 8x8 Corporate Directory.
     
5. Click Save.

Preview Contact Record

During an inbound call, the 8x8 Virtual Office app tracks if the caller is an existing user by searching the CRM contacts database. On finding a matching record, it presents the record for you to preview and prepare for the call. This process is commonly referred to as screen pop.

To define settings for opening contacts:

1. From Setup, select Customize > Call Centers > Call Center in the left navigation menu.
2. Select the 8x8 call center to edit.
3. Click Edit to change settings.

4. Under Other Options, enter one of the following options to open contact records:
   

   • Ringing: When a call is ringing
   • Connected: When a call is connected
   • Never: Do not open the contact
     
5. Click Save.

See Also