With the Virtual Office Salesforce integration, you have full call control capabilities including transferring calls, merging three-way calls, placing calls on hold, and recording calls.
The following improvements are introduced in this release:
Users of the 8x8 Virtual Office Salesforce integration need to select an 8x8 endpoint to handle calls. If your Virtual Office extension uses a softphone, you must log into one of the following clients to handle calls.
If your Virtual Office extension uses a desk phone, use the call control panel in the application to answer calls.
You can dial out using the dial pad, or click to call from contacts list or call log. You can also click-to-dial from the contacts record in Salesforce.
When you dial out:
For a faster dialing experience, go to Settings and select Auto Answer Hard Phones Outbound to enable the auto answer. Clicking to dial out automatically answers the desk phone and dials out to the destination number.
When you receive a call, the call control panel pops indicating an inbound call. Click Accept to answer the call if you use a desk phone. Based on your screen pop preferences, the matching contact record pops.
Note: If your extension uses a softphone, you must accept the call in the softphone client such as Virtual Office desktop app.
During an inbound call, the 8x8 Virtual Office app searches for records with matching phone number in the following Salesforce objects..
End users can select one or more objects to search from. For details, check out End User Settings.
On finding a matching record, it presents the record in a separate browser tab or a window
Based on your settings, the screen pop:
If an incoming phone number matches an existing record, then the matching record pops. The matching contact's name and number are displayed while the call is offered. Accept the call to proceed.
In the event of multiple matching records, the call control panel indicates multiple matching records are found. Accept the call and click on the assign page to view a list of matching records. You can then select and/or open the desired record. The call log is associated with the selected Salesforce record. The name of the select record replaces "Multiple Match" in the call controls.
In the absence of a matching Salesforce record, the call control panel indicates the call is from an unknown contact. Accept the call, click the Assign tab. You can then proceed to add a new Salesforce record or search for an existing contact and then assign the call log to the record.
On receiving a call from an unknown contact, the app allows you to create a new record.
To create a new record:
Note: If you receive a call from an unknown contact, you must create a new record or manually assign the call log to the appropriate customer record during or after the call.
While on an active call, you can place the call on hold. The other party listens to music while on hold.
With multiple line calling, the app allows you to add a call, switch between calls, and conference multiple calls.
Note: The ability to make additional calls depends your Virtual Office extension.
Note: The plug-in supports two lines only.
You have the flexibility to record calls on demand during a call. You can initiate, stop, and resume recording any number of times during a call.
Note: Call recording is available based on your extension.
During a call, click from the call control panel to begin recording. Click again to stop recording.
You can access call recordings from call logs. Call logs of recorded calls contain a link to call recordings. Click the link to download. You can also access call recordings by logging in to the Virtual Office desktop app.
To access call recordings via Virtual Office desktop app app:
You can transfer a live call to another Virtual Office extension or another phone number. You can choose to speak to the party you plan to transfer the call to (Warm Transfer) or can do a blind transfer.
On terminating a call, the plug-in creates a call log and adds it as a task to the Salesforce record. The call log captures details such as the time the call was placed, duration of the call, number called, and any comments added during the call. You can find a link to the call recording for the recorded calls. The call log is automatically assigned to the matching record.
On ending a call, the plug-in automatically moves to the next step. If the call is unassigned, the plug-in opens the Assign page. If the call is assigned, the plug-in automatically moves to the Notes page.
In the event of a single match, the call log is automatically assigned to the single matching record. If no matches were found or if multiple matches were found, you need to find or create the right record and assign the call log.
On ending a call, your call log behavior lets you do one of the following:
A follow-up task allows you to indicate any pending task related to the call. You can indicate the type of the task such as schedule another call or defer the case to your supervisor. You can also set a priority and set a date for that task, for example to call a customer back in three days.
To create a follow-up:
The task gets added under Open Activities in the Salesforcerecord.
Note: If the call log is customized, then the call log data is stored in respective fields.
Prior to the release, the call log details were saved in comment field within the task. With this release, data from the call log are extracted and mapped to respective fields. This requires customizing the task object.
If agents are busy and unable to complete the call log activity immediately after the call, they can do so at their leisure by accessing the incomplete logs by the following two methods:
If agents are busy and unable to process the call logs immediately, these calls are tagged as Unworked and listed in the Recents tab. This allows agents to access those logs quickly and process them efficiently. These call logs require agents to add business context information from the conversation. The system adds a default subject line (Call with John Smith) which can be revised and saved.
Call logs pending business context information are organized in a call drawer for agents to review and follow-up.
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