Get started with 8x8 Contact Center for Copper

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

Gather your credentials

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

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

Log in to the integration

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

To log in to the integration:

  1. Log in to your Copper account.
  2. Select Settings > Integrations > API Keys. You need an API key to log in to the integration.

  3. Click Generate API Key to generate a new API key.
  4. Copy the API key.

  5. Click the 8x8 integration icon. Simultaneously, Copper CRM launches another login window and the application Advanced screen launches in a floating browser window.

  6. In the Copper CRM login window paste the API key, which you previously copied, into the Username (API Key) field.

  7. Enter your email in the Email field.

  8. Click Submit.

  9. In the Advanced setup option in the floating window browser:

    1. Select VCC from the upper right-hand corner drop-down menu.
    2. 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 VCC tenant.
    3. 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 tab.
  10. Click Save. The 8x8 Login floating screen displays. Single Sign-On is not supported.
  11. Enter your username and password in to the 8x8 Contact Center for Copper.

    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.

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

    For more information on agent status and an overview of 8x8 Agent Workspace, refer to the User Guide.

Ensure the integration is activated

In order for your integration to function, ensure that the integration is connected with Copper 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 > Copper > Connect.
  3. If connected successfully, a message shows Connected.
  4. Click X to return to the main screen of the integration. Your integration is now active.

Tour the interface

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

  • VCC tab: Access the complete functionality of 8x8 Agent Workspace to manage customer interactions across all channels.

  • Search tab: View the list of matched records when an inbound call matches multiple records. Select the record from the list. The Search records indicate if the caller is a lead, person, or company.

  • Settings : Customize your app settings.
    • Integrations > Copper: Manage your Copper integration settings for call logging and screen pop.

      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.
      • Lead: Enable this option so that a call is searched for an existing record in the Leads tab. This option is disabled by default.
      • People: Enable this option so that a call is searched for an existing record in the People tab. This option is disabled by default.
      • Companies: Enable this option so that a call is searched for an existing record in the Companies tab. 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: Enter your VCC domain and VCC-CM Integration Data Request Token and click Save. This information is provided by your supervisor.
      • 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 Copper to receive calls.

To set up a phone to receive calls:

  1. From the Menu drop-down within the 8x8 Contact Center for Copper, select Profile.
  2. In your Personal settings, enter a Workplace Phone number or a Workplace SIP 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 dial <1> before your area code. Check with your supervisor for the correct format.
  5. Click Save.

Check queue assignments

To process phone, chat, and voicemail interactions in 8x8 Contact Center for Copper, 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 within the 8x8 Contact Center for Copper, 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.