Get started with 8x8 Work for 1CRM

Once you have access to 8x8 Work for 1CRM, go through the following steps to get started:

Gather your credentials

In order to use 8x8 Work for 1CRM supports the following objects in 8x8 Work for 1CRM, you need:

  • Login access to a 8x8 Work for 1CRM account.
  • Login access to an 8x8 Work extension.

8x8 Work for 1CRM is dependent on your 8x8 Work extension also being logged in to either on your desktop or a mobile device.

Integration enablement for administrators

Note: Before agents can use the 8x8 integration, a 8x8 Work for 1CRM administrator must enable both the 8x8 Work for 1CRM API and access to the 8x8 API Client.

  1. From the 8x8 Work for 1CRM application screen, click admin and select Administration from the drop-down menu.

  2. From the Reports & Settings tab, scroll down to the API and OAuth Settings section.
  3. Select the API and OAuth Settings option.

  4. Move the Enable 1CRM API slider to the right to enable API access for the service in general. If it is already enabled, leave it as is.
  5. Click Save.

  6. Return to the API and OAuth Settings section on the Reports & Settings tab.
  7. Select the API Clients option.

  8. From the API - Browse All screen, select the 8x8 option.

  9. From the API Clients - 8x8 screen, click Edit.

  10. Move the Enabled slider to the right to enable users to authorize the 8x8 integration and click Save.

The agent can now add the Chrome extension.

Add the Chrome extension

As an 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 for 8x8 Work for 1CRM; log in to the integration using individual system sign-on.

To log in to the integration:

  1. Log in to your 8x8 Work for 1CRM account.
  2. In the bottom-right corner of your home screen, click the 8x8 integration icon. The application Advanced screen launches in a floating browser window. The authentication 8x8 application permissions screen also displays.

  3. Click Allow. The 8x8 Work for 1CRM Home Dashboard screen displays.
  4. At the prompt, enter your user ID and password to log in to 8x8 Work for 1CRM. Consult your supervisor for credentials
  5. In the Setup screen in the floating window browser, select Virtual Office (also known as 8x8 Work) from the upper right-hand corner drop-down menu.
    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.

Ensure the integration is activated

In order for your integration to function, ensure that the integration is connected with 8x8 Work for 1CRM 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 > 1CRM > Connect. If connected successfully, you see a message summary.
  3. Click X to return to the main screen of the integration. Your integration is now active.

Tour the interface

The 8x8 Work for 1CRM interface consists of a navigation menu with the following menu items.

  • VO tab: Access the primary features of the integration.
    • Phone : Access your dial pad and view your active calls.
    • Call Log : Access all historic inbound and outbound calls to the extension. From here, you can also access notes that you have created for each of your calls in 8x8 Work for 1CRM.
    • Records : Access records from 8x8 Work for 1CRM and contacts from the 8x8 Work contact directory.
    • More : Click to access the option to log out of the app.
  • Search tab: Assign records to active calls with unknown numbers or numbers that have multiple record matches. Wildcard search is supported.

  • Settings : Customize your app settings.
    • Integrations > 1CRM: Manage your 8x8 Work for 1CRM integration settings for call logging.
      • 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 and more. This option is enabled by default.
      • Account: Enable this option so that a call is searched for an existing Account. This option is enabled by default.
      • Contact: Enable this option so that a call is searched for an existing contact record. This option is enabled by default.
      • Lead: Enable this option so that a call is searched for an existing lead record. This option is disabled by default.
    • Locale: Specify your locale.
    • About: View details on your user extension and the app.

Access records

From the Records tab, browse or search for records from your contact directory and/or 8x8 Work for 1CRM to make calls. Simply hover over the desired record, and click the Call icon.