Get started

Once you have access to Virtual Contact Center for Zoho, follow the checklist below in order to get started:

Gather your credentials

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

Add Chrome extension

As a Zoho 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. 8x8 Virtual Office for Integrations appears in the list.
  3. Click Add to Chrome.
  4. Click Add Extension to confirm.
  5. 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 Zoho; you must also log in to 8x8 integration after you log in to Zoho.

To log in to the integration:

  1. Log in to your Zoho account.
  2. In the bottom-right corner of your home screen, click the 8x8 integration icon.
    The application launches in a floating browser window.
  3. At the prompt, enter your user ID and password to log in to Virtual Contact Center for Zoho. Consult your supervisor for credentials.
  4. 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.

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

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

Activate the integration (optional)

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

To activate the integration:

  1. Click the Settings icon in your integration panel.
  2. Go to Integrations > Zoho > 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 Virtual Contact Center for Zoho 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 Zoho to receive calls.

To set up a phone to receive calls:

  1. From the Menu drop-down within Virtual Contact Center for Zoho, 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 administrator for the correct format.
  5. Click Save.

Check queue assignments

To process phone, chat, and voicemail interactions in Virtual Contact Center for Zoho, 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 Virtual Contact Center for Zoho, select Profile.
  2. In your Assigned Queues settings, click the desired tab for inbound phone, outbound phone, chat, or voicemail queues.
  3. Make sure your queue assignment is active.