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.
The following improvements are introduced in this release:
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:
If your extension uses a desk phone, use the call control panel in the application to accept the call.
If your extension uses a softphone, accept the call in Virtual Office desktop app or Virtual Office mobile app
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.
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.
Based on your settings, the screen pop:
can be disabled
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.
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.
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.
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.
On receiving a call from an unknown contact, the app allows you to create a new record.
To create a new record:
Select the Salesforce object from the following choices:
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.
While on an active call, you can place the call on hold. The other party listens to music while on hold.
To resume the call, click .
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.
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.
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.
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:
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.
While on a call, inform the caller about the transfer.
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.
If you are transferring to an external number, click New Line at the top of the call controls to dial a number manually.
While on a call, inform the caller about the transfer.
Click in the call control panel. Simply click on a contact to blind transfer your caller to the selected recipient.
On terminating a call, the plug-in creates a call log and adds it as a task to the
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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