Handle Calls

To receive or place calls using Virtual Contact Center for Pipedrive, you must:

About Screen Pop

During an inbound or outbound call, Virtual Contact Center for Pipedrive looks up the phone number of the caller and then searches for a matching record in the CRM. 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:

Receive Calls

If Virtual Contact Center for Pipedrive 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 matching record is selected by default. Click the Search icon to view the People record’s details.
  3. Click Work Offline if you need more time to complete any post-processing tasks.
  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 logging calls.

Place Calls

Using the integration, 8x8 Virtual Contact Center allows you to make outbound phone calls to:

You can place outbound calls in Virtual Contact Center for Pipedrive simply by using:

Note: All outbound calls are two-legged calls. When you dial out, the call is first dialed out to your agent phone. Once you accept the call, the call then dials out to the party 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 an individual people record, the 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.

Use Call Controls

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

Log Calls

Upon terminating a call, Virtual Contact Center for Pipedrive generates an Activity entry. The Activity list (click on the Activity button in the Pipedrive main menu) includes information such as the call’s subject, deal, person, phone, due date, and assigned user ID. The Activity list, unlike an individual call log, is updated with the latest call information. Select the most recent Activity entry for details such as caller name, transaction ID, and time of call. An activity is created for inbound and outbound interactions and automatically saved on the Activity screen in Pipedrive. Click on a specific link in the activity Subject field to display details about that call. You can change the status of the activity to Done.

The individual Activity entry includes a link to the recorded call. To access the recorded call, you need the API token from your administrator.

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