Get Started

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

Gather Your Credentials

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

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 Virtual 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 Virtual 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 Virtual Contact Center for 1CRM.

    Note: Consult your supervisor for your Virtual 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.

For more information on agent status and an overview of Agent Console, refer to the Quick Start Guide. Agent Console enables agents to manage customer interactions across all channels.

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

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 Virtual 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 Virtual 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.