Handle calls

If your Virtual Office extension uses only a softphone, you must log in to one of the following clients to handle calls:

  • 8x8 Work desktop app
  • 8x8 Work mobile app

If your Virtual Office extension is assigned with a desk phone, use the call control panel in the application to answer incoming and outgoing calls.

Note: At this time:
-Freshdesk only supports exact phone number matches. However, when a number is stored in Freshdesk with a leading "0" or "+," the search fails.
-If you enter a phone number that is the same for a mobile and work phone for the same customer, Freshdesk displays duplicate records of the same contact.
-Freshdesk does not support search by name.

About screen pop

During an inbound or outbound call, Virtual Office for Freshdesk 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:

  • A single match: The number is associated with a single Freshdesk contact. The matching record is presented in a new browser tab.
  • Multiple matches: The number is associated with multiple Freshdesk contacts. In the event of multiple matching contacts, 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 contact, and click next to the record to view the details.
  • No match: In the absence of matching records, a call log is created in Freshdesk. While the call is active, you can create a new user record for the unknown user. After the call has ended, you can search for the newly-created user in the Search tab, and assign the call to the appropriate contact.

Note: It may take a moment for the contact to display in the Search tab.

Place calls

You can place calls to your Virtual Office and Freshdesk contacts from the dial pad, contact list, or call log in Virtual Office for Freshdesk. In addition, you can click a contact number directly from the record in Freshdesk to launch calls in the integration.

Note: All outbound calls are two-legged calls. When you dial out, the call is dialed out to you first. Once you accept the call, the call dials out to the dialed party.

For phone numbers dialed from the dial pad, call log, or contact list, the system looks up a matching record and pops it up for your preview. For details, see our content on screen pop.

Depending on the number you call, you go through one of three calling experiences:

  • Single match: The number you are calling is associated with a single Freshdesk contact. By default, single-match calls bring up contact records via screen pop.
  • Multiple match: The number you are calling is associated with multiple Freshdesk contacts.
  • No match: The number you are calling is not associated with any of your Freshdesk contacts.

Receive calls

When you receive an inbound call, the app notifies you of an incoming call and indicates if the caller is a known contact or not. 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.

Depending on the caller number, you go through one of three calling experiences:

  • Single match: The number is associated with a single Freshdesk contact. By default, single-match calls bring up contact records via screen pop.
  • Multiple match: The number is associated with multiple Freshdesk contacts.
  • No match: The number is not associated with any of your Freshdesk contacts.

Use call controls

While on a call in Virtual Office for Freshdesk, you have access to call controls that enhance your calling experience.

Using the call controls, you can:

  • Hold : Place the caller on hold, or resume a held call.
  • Transfer : Transfer the caller to another user.
  • Merge : If multiple lines are available on your extension, you can combine the current caller with another contact to create a three-way call.

    Click New line above the call control panel, and dial the new number. Once the new party answers the call, you can merge your two calls into a three-way conference.

    Note: The ability to make additional calls depends on how your Virtual Office extension is set up.

  • Record : Start or stop call recording.
  • After the call ends, you can access and download the recording by opening your 8x8 Work desktop app and opening the Call recordings tab from the navigation menu.

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

Log Calls

Upon terminating a call, Virtual Office for Freshdesk generates a call log. The call log includes information such as the call ID, time the call was answered, the call duration, caller ID, and caller name. A call log is created for inbound and outbound interactions, and is automatically saved as a ticket in Freshdesk. You can change the ticket status, priority, and assignment. These call logs are available for future reference and can be updated; you can access them by searching in Freshdesk, or by opening the call details in Virtual Office for Freshdesk and clicking the Notes icon.

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 ticket to the record by default.
  • Multiple matches: If there are multiple matching records, the call log is created and associated as a ticket to the first record in the list. You can search for another record and link the call to it.
  • No match: In the absence of a matching record, the call log is not linked to any record. While in the call, if you create a new user record or search for an existing record, the call log is assigned to the possible match.

Note: It may take a moment for the contact to display in the Search tab.

Track incomplete call logs

We recommend that you complete and save your call logs immediately after a call ends; this ensures that the call log is as complete and accurate as possible. If agents are busy and unable to complete the call log ticket immediately after the call, they can do so at their leisure by accessing the logs from Virtual Office for Freshdesk.

To finish and save a previously-uncompleted call log:

  1. Open the Call log tab in the integration panel to see the list of recently handled calls.
  2. From the list of calls, hover over the incompletely-logged call, and click the Notes icon to open the call log for further editing.
  3. Add information important to the call, and save.
  4. After you log all noteworthy calls, select the Unprocessed sub-tab and click the Delete icon. At the prompt, confirm to delete.