With Virtual Office app, you can not only make and receive calls from within Zendesk dashboard, but use additional call handling capabilities such as placing calls on hold, handling multiple calls, transferring calls, and recording 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 handle 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:
The call then dials out the destination.
When you receive a call, the call control panel pops indicating an inbound call. Click to accept the call.
Note: If your extension uses a softphone, you must accept the call in the softphone client.
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.
Based on your settings, the screen pop:
can be disabled
Note: Your Zendesk administrator defines and controls these settings. You do not have permission to modify these settings.
In the event of multiple matching contacts, the screen pop lists all matches in a table and prompts you to select the desired record.
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.
Upon an incoming call, click to create a new contact.
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 is set up.
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.
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:
You can transfer a live call to another Virtual Office extension or another phone number.
While on a call, inform the caller about the transfer.
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.
On terminating a call, the Virtual Office app creates a call log and adds it as a comment to the
On ending a call, the call log screen prompts you to:
In the absence of a matching record, Zendesk generates a stand-alone ticket of the call log.
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