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Call Handling

With Virtual Office app, you can not only make and receive calls from within Salesforce dashboard, but use additional call handling capabilities such as placing calls on hold, handling multiple calls, transferring calls, and recording calls. 

New Release Improvements

With respect to call handling, the following improvements are introduced in this release.

Make Calls

Preparation

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:

  1. Your extension phone rings first.
  1. Answer the call.
  1. The call then dials out to the destination.

Receive Calls

When you receive a call, the call control panel pops indicating an inbound call. Click to accept the call if you use an IP phone.

Note: If your extension uses a softphone, you must accept the call in a softphone client such as Virtual Office Desktop.

Screen Pop

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 end user's preference. You can preview and prepare for the call. This process is commonly referred to as Screen Pop.

Based on your settings, the screen pop:

Note: Your Salesforce administrator defines settings that control events triggering screen pop. You do not have permission to modify these settings.

Based on the end user settings, the screen pop can present in a new browser tab or a new window. End users can determine whether a screen pop will open in a new tab or a new window. This behavior differs from browser to browser.

Single Match

If the incoming phone number matches a single existing record, then the matching record pops in a new tab or window instantly based on the trigger event preferences.

Multiple Matches

In the event of multiple matching records, the call control panel indicates multiple matching records are found. Accept the call to view a list of matching records. You can then select to open the desired record. The call log is associated with the selected record.

Add New Contacts

In the absence of matching records, the app allows you to create a new record. On receiving a call from an unknown contact, the app allows you to create a contact.

  1. Upon an incoming call, click to create a new contact.

  1. Enter the desired details.
  1. Click Save to add it to the contacts list.

Note: If Unknown shows in the plugin then use the create new contact button to create a new contact. If this isn’t done you will need to manually associate the call log with the appropriate customer record after the completion of the call.

Hold and Resume Calls

While on an active call, you can place the call on hold. The other party listens to music while on hold.

  1. To place a call on hold, click in the call control panel.
  1. To resume the call, click .

Add a Call and Merge Calls

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 on how your Virtual Office extension is set up.

  1. To conference a 3rd party to an on-going conversation, click in the call control panel.
  1. Enter the number to call and click Call.
    You can converse with the 3rd party before merging the calls in to a 3 way-conference.

  1. To merge the calls, click from the call control panel of the last call added.
  1. At the prompt, select which call to merge if you have more then 1 additional call added.
  1. Select the desired line to merge and click on Merge Calls to join.
  1. Upon merging 2 calls, the first call will ‘end’ since it is now merged with the 2nd call in a conference.
  1. Enter comments if necessary.
  1. The Call Control panel now shows “Party Added’ on Line 2 when the calls are merged
  1. Enter comments, select who to assign the ticket to, select the type of call, level of urgency and custom call results upon completion of the call/s.

Record Calls

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 for Virtual Office Pro users only.

During a call, click from the call control panel to begin recording.

To access call recordings:

  1. Log in to Virtual Office Desktop or Virtual Office Online.
  1. Navigate to History tab.
  1. Select Call Recordings from the drop down menu. List of call recordings show.
  1. From the list of call recordings, choose a recording and click to play.
  1. You can also download, forward, or delete the call recording.

Transfer Calls

You can transfer a live call to another Virtual Office extension or another phone number.

  1. While on a call, inform the caller about the transfer.

  1. Click in the call control panel.
  1. From the dial pad, dial a number and click Transfer Call OR dial a number from the call log.
    The call is transferred and you are disconnected from the call.

Call Log

On terminating a call, the Virtual Office app creates a call log and adds it as a comment to the case. The call log captures details such as the time a call was placed, duration of the call, number called, and any comments added during the call. The call log is automatically associated to the matching record.

On ending a call, the call log screen prompts you to:

The call log gets added as a task to caller's record.

Note: If the call log is customized, then the call log data is stored in respective fields.

Mapping Call Log Data to Task 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.

See Also

 


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