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:
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:
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.
To load contacts:
From the Settings, select one or both of the following options:
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:
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