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Define Settings

Note: Ability to define the following settings is available only to Salesforce administrators.

Before your agents begin using Virtual Office app, you can

To define settings:

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

Define Custom Call Result

Virtual Office app allows you to define custom codes to collect information about the outcome of each call per user. For example, if you are a customer support agent attending to customer issues, you can indicate if the issue was solved, escalated, requires a scheduled call back etc.

If you define call result codes, agents are prompted to select an outcome from the pre-defined list before ending a call. This information is saved in the call log.

To define call result codes:

  1. Navigate to Set up.
  2. Under Other Options, enter desired call result codes.
    Note: Separate each code by a semi colon.
  3. Click Save.

Import Contacts

You can import contacts from Salesforce and 8x8 Virtual Office company 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. Navigate to Set up.
  2. From the Settings, select one or both of the following options:

  3. 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 Salesforce 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. Navigate to Set up.
  2. Under Other Options, enter one of the following options to open contact records:

  3. Click Save.

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