Get started with 8x8 Contact Center for 1CRM

Once you have access to 8x8 Contact Center for 1CRM, go through the following steps to get started:

Gather your credentials

In order to use 8x8 Contact Center for 1CRM, you need:

  • Login access to a 1CRM account.
  • Login access to an 8x8 Contact Center agent account.

Integration enablement for administrators

Note: Before agents can use the 8x8 integration, a 1CRM administrator must enable both the 1CRM API and access to the 8x8 API Client.

  1. From the 1CRM application screen, click admin and select Administration from the drop-down menu.
  2. From the Reports & Settings tab, scroll down to the API and OAuth Settings section.
  3. Select the API and OAuth Settings option.
  4. Move the Enable 1CRM API slider to the right to enable API access for the service in general. If it is already enabled, leave it as is.
  5. Click Save.
  6. Return to the API and OAuth Settings section on the Reports & Settings tab.
  7. Select the API Clients option.
  8. From the API - Browse All screen, select the 8x8 option.
  9. From the API Clients - 8x8 screen, click Edit.
     
  10. Move the Enabled slider to the right to enable users to authorize the 8x8 integration and click Save.

The agent can now add the Chrome extension.

Add the Chrome extension

As an agent, you must add a Google Chrome extension for integration with 8x8.

To add the 8x8 Integration Chrome extension:

  1. Open the Chrome web store.
  2. Search for <8x8> in the Chrome web store.
  3. 8x8 Virtual Office for Integrations appears in the list.
  4. Click Add to Chrome.
  5. Click Add Extension to confirm.
  6. In the Chrome browser, click the More icon and go to More Tools > Extensions. 8x8 Integrations now shows up, and is enabled by default.

Log in to the integration

Single Sign-On is not supported in 8x8 Contact Center for 1CRM; you must also log in to 8x8 integration after you log in to 1CRM.

To log in to the integration:

  1. Log in to your 1CRM account.

  2. In the bottom-right corner of your 1CRM home screen, click on the, click the 8x8 integration icon. The application Advanced screen launches in a floating browser window. The authentication 8x8 application permissions screen also displays. This only displays the first time you sign in to 1CRM as an administrator. If you disconnect from 1CRM then it displays again when you sign in.


  3. Click Allow. The 1CRM Home Dashboard screen displays.

  4. Enter an access key (you obtain from your supervisor) in the Access Key field.
  5. In the Setup screen in the floating window browser:
    • Select VCC from the upper right-hand corner drop-down menu.
    • Enter your VCC domain link (such as <https://vcc-na1.8x8.com> or <https://sso.8x8.com/login/vcc-vm4>), which is required to connect to your 8x8 Contact Center tenant.
    • Enter the VCC CRM Integration Data Request Token required to access the recorded calls. The token is generated and communicated to you by your supervisor.
      The Advanced setup screen appears the first time you log in and after clearing your browser cache. You can access it under Settings > Advanced.
  6. Click Save. The 8x8 Login floating screen displays. Single Sign-On is not supported.

  7. At the prompt, enter your user ID and password to log in to 8x8 Contact Center for 1CRM.

    Note: Consult your supervisor for your 8x8 Contact Center domain, token, and login credentials.

  8. You are now logged in to the app. The application launches and places you in the On Break status.

    Note: You must change your status to Available to be able to handle interactions.

  9. Click Available or Work Offline to change your status.

Ensure the integration is activated

In order for your integration to function, ensure that the integration is connected with 1CRM via your settings. The integration is activated by default.

To activate the integration:

  1. Click the Settings icon in your integration panel.
  2. Go to Integrations > 1CRM > Connect. If connected successfully, a message shows Connected.
  3. Click X to return to the main screen of the integration. Your integration is now active.

Tour the interface

The 8x8 Contact Center for 1CRM interface consists of a navigation menu with the following menu items.

  • VCC tab: Access the complete functionality of Agent Console to manage customer interactions across phone, chat, and voicemail media channels.
  • Search tab: View the list of matched records when an inbound call matches multiple records. Select the contact from the list. If the call is from an unknown number but an existing contact, you can look up existing contacts and assign the call to the contact you want. Wildcard search is supported.
  • Settings : Customize your app settings.
    • Integrations > 1CRM: Manage your 1CRM integration settings for call logging.
      Under Settings, you see:
      • Auto Call Log: Enable this option to automatically generate a log for all phone calls, chat interactions, and voicemails. A call log includes information about the time a call was initiated, terminated, duration, queue name, and more. A chat log includes the chat time and transcript. Just like a phone log, the voicemail log includes information about the time a call was initiated, terminated, duration, queue name, and more. This option is enabled by default.
      • Account: Enable this option so that a call is searched for an existing Account. This option is enabled by default.
      • Contact: Enable this option so that a call is searched for an existing contact record. This option is enabled by default.
      • Lead:Enable this option so that a call is searched for an existing lead record.. This option is disabled by default.
    • Locale: View the language or location of this integration. This integration is currently supported only in the US and UK.
    • Report a Problem: Send feedback on an issue or suggest an improvement.

    • Advanced: View your VCC domain and VCC CM Integration Data Request Token values. These details are provided by your administrator.

      Note: Consult your supervisor for the domain and token credentials.

    • About: View details on your user extension and the app

Set up a phone to receive calls

To handle interactions with your callers, you need to set up a phone. You can set up a softphone or a desk phone from the agent profile in 8x8 Contact Center for 1CRM to receive calls.

To set up a phone to receive calls:

  1. From the Menu drop-down in the integration, select Profile.
  2. In your Personal settings, enter a Workplace Phone number or a Workplace SIP (Session Initiation Protocol) URI.
  3. Click Make Verification Call to verify the phone number.
  4. Make sure the phone number is in the correct format. For example, you may need to add <1> before your area code. Check with your administrator for the correct format.
  5. Click Save.

Check queue assignments

To process phone, chat, and voicemail interactions in 8x8 Contact Center for 1CRM, you must be a member of phone, chat, and voicemail queues.

Note: Phone queues are separately defined for inbound and outbound communications.

To check your queue assignments:

  1. From the Menu drop-down in the integration, select Profile.
  2. In your Assigned Queues settings, click the tab you want for inbound phone, outbound phone, chat, or voicemail queues.
  3. Make sure your queue assignment is active.