To receive or place calls using Virtual Contact Center for Zoho, you must:
During an inbound or outbound call, Virtual Contact Center for Zoho looks up the phone number of the caller and then searches for a matching record in Zoho. 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:
If Virtual Contact Center for Zoho 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:
If applicable, the post-processing time initiates. This is your time to add more notes for the call.
Note: Your administrator sets the post-processing timer. If the post-processing countdown interval reaches zero, Virtual Contact Center for Zoho automatically sets your status to Available.
You can place outbound calls in Virtual Contact Center for Zoho simply by entering the desired number in the Phone tab and clicking Dial.
Using the integration, 8x8 Virtual Contact Center allows you to make outbound phone calls to:
Agent Console uses a two-step process to dial an outbound call; dial the desired number, and answer an incoming call in your own Agent Console to send the call to the desired number.
To place a call:
While on a call in Virtual Contact Center for Zoho, you have access to call controls that enhance your calling experience. Using the call controls, you can:
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 tenant administrator.
Note: Before recording a call, please review applicable call recording laws in your vicinity or region.
Join Lines: Join calls on two telephone lines to set up a three-way conference.
Note: The ability to make additional calls depends on how your Virtual Contact Center extension is set up.
Upon terminating a call, Virtual Contact Center for Zoho generates a call log. The call log 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 an Activity in Zoho.
The call log also 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:
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