Define Settings

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

Before your agents begin using Virtual Office app, you can

Define Call Outcome Codes

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:

As an end user, you can choose:

Define Call Outcome in Salesforce Call Results Field

To define call outcome codes in Salesforce Call Results field:

  1. Click Manage on your Zendesk navigation.
  2. From the list of installed apps, select 8x8 Virtual Office.

  3. Click Settings icon and choose the option to Change Settings.

  4. Enter call results which indicate the outcome of each call.
  5. Separate each option by a semicolon.

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 Zendesk 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:

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

  2. 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 Zendesk 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. In the Settings, enter one of the following options to open contact records:

  2. Click Save.

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