Call Handling

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.

New Release Improvements

The following improvements are introduced in this release:

Make Calls

Preparation

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 Zendesk.

When you dial out:

  1. Your extension phone rings first. Answer the call:
  2. If your extension uses a desk phone, use the call control panel in the application to accept the call.

    OR

    If your extension uses a softphone, accept the call in Virtual Office desktop app or Virtual Office mobile app

  3. The call then dials out to the destination.

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.

Receive Calls

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.

Screen Pop

During an inbound call, the 8x8 Virtual Office app tracks if the caller is an existing user by searching for records with matching phone number in Zendesk contacts database. On finding a matching record, it presents the record in a separate browser tab or a window. You can preview the contact information and prepare for the call. This process is commonly referred to as Screen Pop.

Based on your settings, the screen pop:

Note: Your Zendesk 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 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.

Multiple Matches

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 the word Multi-Match in the call controls.

Unknown Contact

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.


Add New Contacts

On receiving a call from an unknown contact, the app allows you to create a new record.

To create a new record:

  1. Upon an incoming call from an unknown contact, click Accept to answer the call.
  2. Move to the Assign tab. Click Create New. You are prompted to choose the object type for the record.
  3. Select the Salesforce object from the following choices:

  4. A new tab or window opens in Salesforce to create a new Salesforce record. It pre-populates the phone number with the caller Id number.
  5. Enter the desired details and save the new record.
  6. On terminating the call, the call log gets saved and assigned to the new Salesforce 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.

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 supporting that function.

 

  1. To conference a 3rd party to an on-going conversation, place the first call on hold.
  2. To transfer the call to an internal employee or a contact in Salesforce, click from the navigation menu, and type the name of the person you want to bring into the call.

  3. Hover over the contact and click to place a call to the contact.
  4. Once the call is established, from the call control page, click .
  5. Alternatively, you can dial a new number by clicking New Line in the call control panel.
  6. Enter the number to call and click .
    Once the second call is established, inform the third party about the intent to merge calls.
  7. To merge the calls, click from the call control panel.
    The calls are merged.
  8. After terminating the call, 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.
    NOTE: The plug-in supports two lines only.

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. Click again to stop recording.

Access Call Recordings

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 into the Virtual Office desktop app.

To access call recordings via Virtual Office desktop app app:

  1. Log in to Virtual Office desktop app app.
  1. Navigate to Messages tab.
  1. Select Recordings tab. 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. You can choose to speak to the party you plan to transfer the call to (Warm Transfer) or can do a blind transfer.

Warm Transfer

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

  2. If you are transferring to an internal employee or a contact in Salesforce, click from the navigation menu, and type the name of the person you want to transfer the call to in the search box.

  3. From the search results, hover over the contact and click to place a call to the contact.
  4. If you are transferring to an external number, click New Line at the top of the call controls to dial a number manually.

  5. Once the second call is established, click again.
  6. In the list of contacts, select the original caller at the top of the list.
    The call is transferred and you are disconnected from the call.

Blind Transfer

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

  2. Click in the call control panel. Simply click on a contact to blind transfer your caller to the selected recipient.

Call Log

On terminating a call, the plug-in creates a call log and adds it as a task to the ticketSalesforce 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:

In the absence of a matching record, Zendesk generates a stand-alone ticket of the call log.

 

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