Tour the interface

8x8 Virtual Office for Salesforce has a navigation menu that allows quick access to all your important tasks:

VO tab

Under the VO tab, you can find the following tabs:

  • Phone: Access the dial pad to dial numbers.
  • Call Log: View your recent call activity. If you have pending call log activity, these call logs are listed as Unprocessed. For details, see our content on tracking incomplete call logs.
  • Contacts: View all your company contacts. In addition, you can search and find your Salesforce contacts here.
  • Log out: Log out of the Virtual Office application.

Search tab

The Search tab allows you to enter notes and save them in the call log while you are still in the call. You can also assign the call to the right record in case of multiple matches.

App settings

You can enable several integration settings in the floating browser window.

The Virtual Office for Salesforce interface consists of a navigation menu with the following menu items.

  • Settings: Customize your app settings.
    • 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 or terminated, its duration, and more. A chat log includes the chat time and transcript. Just like a phone log, the voicemail log includes information about the time a call was initiated, terminated, duration, and more. This option is enabled by default.
    •  Screen Pop On Inbound Call : Allows you to set a screen pop when the agent's call is ringing, connected, or never.
      • Ringing: A contact pops up for a single-match record during an inbound call when the agent's call is ringing.
      • Connected: A contact pops up for a single-match record when an inbound call connects.
      • Never: The contact does not pop when there is a single-match record during an inbound call.
    • Pop a record during a call: This controls the screen pop behavior while handling multiple concurrent inbound calls. If enabled, then during a second call, a contact screen pop displays if the call has single match record. If disabled, then during the second call, no contact screen pop displays.
    • Outbound Pop: This controls contact screen pop for outbound calls. If enabled, when an agent makes an outbound call and a single-match record is found for that phone number, then a contact screen pop displays. The contact screen pop does not display if this option is disabled.
  • Call Outcome Source
    • Salesforce: You can use call outcome choices from the standard Salesforce field or a custom field defined for the purpose. Enabling this option extracts the call outcome choices from the standard field in Salesforce.
  • Search Types
    • Account: Enable this option so a call is searched for an existing Account. This option is enabled by default.
    • Contact: Enable this option so a call is searched for an existing contact record. This option is enabled by default.
    • Lead: Enable this option so a call is searched for an existing lead record. This option is disabled by default.
    • Opportunity: Enable this option so a call is searched by a specific opportunity. This option is disabled by default
    • Case: Enable this option so a call is searched by a case number. This option is disabled by default.

Log out

To log out the application:

  1. Click on the top-right corner of the app.
  2. Click Logout to log out of the Virtual Office app.