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Receive Calls in Virtual Office for Bullhorn

Virtual Office for Bullhorn enables you to receive and manage calls from your company and Bullhorn contacts.

Depending on the number of the caller, you go through one of three calling experiences:

Before you start receiving calls:

About Screen Pop

During an inbound or outbound call, 8x8 Virtual Office for Bullhorn tracks if the other party on the call is an existing contact by searching the Bullhorn contact database. On finding a single matching record, it presents the record for you to preview and prepare for the call. This process is commonly referred to as screen pop.

Note: In your integration Settings , screen pop is enabled by default under Integrations > Bullhorn.

Receive Single-Match Calls

If you receive a call from a contact in Bullhorn who has a unique phone number assigned to them, you can smoothly transition into logging the call once the call ends.

Note: If your extension does not use a desk phone, you must accept the call in the softphone client.

To receive a call from a contact:

  1. When you receive a call, the call control panel pops up to indicate an inbound call. Click to accept on the call control panel. With an inbound call, the matching contact record is presented to you via screen pop.

    Note: In your integration Settings , screen pop is enabled by default under Integrations > Bullhorn.

  2. Once the call ends, a call log in Bullhorn is automatically created, and pops up in a new browser tab. Based on the content of the call, add details to the call log for future reference.

    Note: In your integration Settings , automatic call logging and call log pop-up are enabled by default under Integrations > Bullhorn.

  3. When you finish adding details to your call log, save.

Receive Multiple-Match Calls

If you receive a call from a number that is associated with multiple contacts, such as a desk phone shared within a small group of people, Virtual Office for Bullhorn detects and notifies you that the number calling you has multiple matches in your contact directory. This way, you can easily assign the call to the correct contact and ensure an accurate call log.

Note: If your extension does not use a desk phone, you must accept the call in the softphone client.

To receive a call from a number with multiple matches:

  1. If the number of the caller is associated with more than one of your contacts, the call control panel indicates multiple matches.
  2. To resolve the multiple match, verify which of your contacts is calling you. Once you verify the caller, go to the Search tab in the integration header; your search results automatically display all contacts associated with the caller number. From the search results, select the check mark next to the correct contact to assign the call to them.
  3. Once the call ends, a call log in Bullhorn is automatically created, and pops up in a new browser tab. Based on the content of the call, add details to the call log for future reference.

    Note: In your integration Settings , automatic call logging and call log pop-up are enabled by default under Integrations > Bullhorn.

    If you did not identify the caller while the call was active, the About field in the call log is automatically assigned to the alphabetically-first contact in Bullhorn associated with that phone number. Ensure that the name in the field is correct.

  4. When you finish adding details to your call log, save.

Receive Calls from Unknown Numbers

If you receive a call from an unknown number that is not yet associated with a contact in Bullhorn, Virtual Office for Bullhorn detects and notifies you that the number is not associated with any of your contacts.

Note: If your extension does not use a desk phone, you must accept the call in the softphone client.

To receive a call from an unknown number:

  1. If the number of the caller is not associated with any of your contacts, the caller is listed as Unknown.
  2. Verify with the caller whether they are an existing contact using a new number, such as a landline instead of their mobile device. If this is the case, go to the Search tab in the integration header, and search for the contact by name. From the search results, select the check mark next to the correct contact to assign the call to them.
  3. Once the call ends, a call log in Bullhorn is automatically created, and pops up in a new browser tab. Based on the content of the call, add details to the call log for future reference.

    Note: In your integration Settings , automatic call logging and call log pop-up are enabled by default under Integrations > Bullhorn.

    If you did not identify the caller while the call was active, the About field in the call log is automatically assigned to you. Once you create a new contact or find an existing contact listing in Bullhorn, assign the call log to them so that the name in the field is correct.

  4. When you finish adding details to your call log, save.

 


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