Handle calls in Virtual Office for Microsoft Dynamics

During an inbound or outbound call, 8x8 Virtual Office for Microsoft Dynamics looks up the phone number of the caller and then searches for a matching record in Microsoft Dynamics. 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 Microsoft Dynamics contact. The matching record is presented in a new browser tab.
Multiple matches: The number is associated with multiple Microsoft Dynamics contacts. In the event of multiple matching contacts, the app lists all matches in the Search tab. Click next to the desired record to view the details. By default, the call log is linked to the first record in the list. If Auto multi match record pop is enabled, and a call is associated with multiple contacts, the CRM screen pops the contact info for the first match in the list.
No match: In the absence of matching records, a New Contact form screen pops in a new tab and is populated with the customer's phone number. Add any other relevant customer information such as the customer name and save the new contact. When the call ends, a call log displays in a new tab.

Place calls

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

Before you start placing calls:

If your Virtual Office extension uses only a softphone, log in to one of the following clients to handle calls:
- 8x8 Work
- 8x8 Work for Mobile
If your Virtual Office extension is assigned with a desk phone, use the call control panel in the application to handle calls.

For the phone numbers dialed from the dial pad or from the call log or contact list, the system looks up a matching record and pops the same for 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 Microsoft Dynamics contact. By default, single-match calls bring up contact records via screen pop.
Multiple match: The number you are calling is associated with multiple Microsoft Dynamics contacts. If Auto multi match record pop is enabled, and a call is associated with multiple contacts, the CRM screen pops the contact info for the first match in the list.
Unknown number: The number you are calling is not associated with any of your Microsoft Dynamics 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. 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 Microsoft Dynamics contact. By default, single-match calls bring up contact records via screen pop.
Multiple match: The number is associated with multiple Microsoft Dynamics contacts. If Auto multi match record pop is enabled, and a call is associated with multiple contacts, the CRM screen pops the contact info for the first match in the list.
Unknown number: The number you are calling is not associated with any of your Microsoft Dynamics contacts.

Log calls

Upon terminating a call, 8x8 Virtual Office for Microsoft Dynamics generates a call log. The call log includes information such as 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. You can change the status of the activity to complete, or any desired state. These call logs are available for future reference, and can be updated; you can access them by searching in the CRM, or by opening the call details in the integration 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 an activity to the record by default.
Multiple matches: If there are multiple matching records, the call log is created and associated as an activity 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.

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 activity immediately after the call, they can do so at their leisure by accessing the logs from Virtual Office for Microsoft Dynamics.

To finish and save a previously-uncompleted call log:

Open the Call Log tab in the app. You will see the list of recently-handled calls.
From the list of calls, hover over the desired call, and click the Notes icon to open the call log for further editing.
Add information important to the call, and save.
Once you have logged all noteworthy calls, click the Delete icon next to the name of the Unassigned tab of the integration to clear the list.

Use call controls in Virtual Office for Microsoft Dynamics

While on a call in Virtual Office for Microsoft Dynamics, you have access to call controls that enhance your calling experience. Using the call controls, you can place a call on hold, transfer the call to a colleague or a supervisor who is better informed to help the customer, add another call and merge calls for a conference, record the call and more.

Hold and resume calls

While on an active call, you can place the call on hold. The other party listens to music while on hold.

To hold or resume calls:

While on a call, click Hold in the call control panel.
To resume the call, click Resume.

Add and merge calls

With multiple-line calling, the app allows you to add a call, switch between calls, and create a conference from multiple calls.

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

To add a call and create a conference:

While on a call, notify the caller that you are about to create a conference.
Click New Line above the call control panel.
Dial the desired number in the dial pad that appears.
Depending on your settings, you may need to first accept an outgoing call in order to successfully add a call.
To merge the calls, click Merge in the call control panel. The conference ends when one of the three parties hangs up.

Transfer calls

You can transfer a live call to another Virtual Office extension or another phone number.

To transfer calls:

While on a call, inform the caller about the transfer.
Click Transfer in the call control panel.
From the contact directory:
- Select a contact to transfer to.
- From the dial pad, dial a number to transfer.
The call is transferred, and you are disconnected from the call.

Record calls

You can record a call from Virtual Office for Microsoft Dynamics, and then access recordings from the 8x8 Work.

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

To record calls:

While on a call, click Record in the call control panel. Call recording continues either until the call ends, or until you stop the recording.
To stop recording, click Recording.

To access call recordings:

Log in to the 8x8 Work.
In the More tab, go to Recordings.
From the list of recordings, you can review the desired recording.