Handle calls in 8x8 Contact Center for Copper

To receive or place calls using 8x8 Contact Center for Copper, you must:

  • Be a member of the call queue to which the call is routed.
  • Set your status to Available.

About screen pop

During an inbound or outbound call, 8x8 Contact Center for Copper looks up the phone number of the caller and then searches for a matching record in Copper. On finding a matching record, it presents the record for you to preview and prepare for the call. This process is referred to as screen pop.

The search may return:

  • A single match: The number is associated with a single Copper record. The matching record is presented in a new browser tab and under the Search tab.
  • Multiple matches: The number is associated with multiple Copper records. In the event of multiple matching records, the app lists all matches in the Search tab of the integration. By default, the call log is linked to the first record in the list. Assign the call to the appropriate user, and click next to the record to view the details.
  • No match: In the absence of matching records, a call log is created in Copper. Search for the newly-created user in the Search tab, and assign the call to the appropriate user.

Receive calls

If 8x8 Contact Center for Copper is open and you are in the Available state, the Phone tab blinks red, indicating an inbound interaction. When you receive a call, the system looks up a matching record and pops it up for your preview. For details, see our content on screen pop. Click the Phone tab to answer the incoming call.

When a call is offered, the Phone tab blinks red. If the caller is an existing customer, the end-user record opens in a browser tab as soon as the call is offered, allowing you to preview the customer details and prepare to greet accordingly.

To handle an incoming call:

  1. Click the Phone tab to answer the call. If there is a match, a red dot appears next to the Search tab in the integration.
  2. Click the Search tab. The first matching record is selected by default.
  3. Click End Call.

    If applicable, the post-processing time initiates. This is your time to add more notes for the call.

    Note: Your supervisor sets the post-processing timer. If the post-processing countdown interval reaches zero, 8x8 Contact Center for Copper automatically sets your status to Available.

  4. Click End Post Processing, or wait for the call to terminate. At the termination of the call, a call log is automatically generated and pops in a new browser tab. For details, see our content on log calls.
  5. Click to submit the log as Open, Pending, or Solved by indicating the caller name and agent name.
  6. Click Work Offline if you need more time to complete any post-processing tasks or add notes.

Place calls

The 8x8 Contact Center for Copper allows you to make outbound phone calls to:

  • Customers
  • Agents

You can place outbound calls in Virtual Contact Center for Copper simply by using the Control Panel. Enter the number in the Phone tab and click Dial.

The 8x8 Agent Workspace uses a two-step process to dial an outbound call; dial the number, and answer an incoming call in your own 8x8 Agent Workspace to send the call to the number you want.

To place a call:

  1. Enter a customer phone number in the Phone tab in the integration, and click Dial. Your agent telephone rings first.
  2. Answer the call. The call is then directed to the destination. The phone number rings next.
  3. If the phone number is linked to a contact, the contact record pops after the call connects.
  4. Once you end the call, a call log is offered. Contact your supervisor for your contact center's policies to place outbound calls.

Transfer calls

Warm and cold call transfers between agents is now supported. This new integrated functionality aims to increase efficiency in communication and improve customer experience.

Let’s say as an agent, you receive a call from a customer with questions that are best suited for a more experienced agent. You can now transfer the call to the agent that can provide a solution to the customer. While on a call, click the transfer icon, and select:

  • Warm transfer: Implies notifying the agent you wish to transfer the call to before transferring the call. The customer is placed on hold while you are connected with the other agent. After briefing the agent, you can complete the transfer.
  • Cold transfer (blind transfer): The call is transferred without notifying the other agent. The agent receiving the call transfer will not see which agent transferred the call.

Notes:
- A warm/cold transfer can only be performed if the agent you are transferring the call to has the status set to Available.
- The agent receiving the warm/cold transfer via an agent/queue/direct agent routing is presented with a screen pop with the customer information if a record of the customer already exists in the CRM. If the search does not yield a matching record, the system pops a new record entry screen.
- The call context such as the reason for the call, the reason for the call transfer, the agent's notes, etc., is not transferred.

Use call controls

While on a call in 8x8 Contact Center for Copper, you have access to call controls that enhance your calling experience. Using the call controls, you can:

  • Dial/Talking: Enter a destination phone number in the number field, and click Dial to initiate an outbound call. The Talking button appears during an active call.
  • Mute: Mute yourself during an active call.
  • Hold: Place an active call on hold.
  • End Call: End an active call after selecting mandatory transaction codes, if any.

  • Record / : Start or stop recording an active call (availability is subject to privileges). After the call is recorded, the recording is accessible via a URL in the call log. To access the recording, you need an API token from your supervisor.

    Note: Before recording a call, please review applicable call recording laws in your vicinity or region.

  • Transfer Lines: Transfer calls from one phone line to another.
  • Join Lines: Join calls on two telephone lines to set up a three-way conference.

Log calls

Upon terminating a call, 8x8 Contact Center for Copper generates a call log. The call log appears opens along with a list on the Tasks tab. It includes information such as the call’s transaction ID, the time the call was answered, and the duration of the call. A call log is created for inbound and outbound interactions and automatically saved as a task in Copper. The name, Activity Type, owned by, related to and due date can be indicated by agents while the call is active.

The call log also includes a link to the recorded call. To access the recorded call, you need the API token from your superviosr. You can change the status of the activity to complete or any other state.

Depending on the number of matches, call log can be linked to the end-user record as follows:

  • Single match: If there is a matching record, the call log is created and associated as a task.
  • Multiple matches: In the event of multiple matching contacts, there will be no screen pop. The call log is created and associated as a ticket to the first record in the list by default.
  • No match: In the absence of a matching record, a message indicates the lack of a matching record. The call is logged as a task. You can manually associate the call log to an existing record or create a new record and link to it.