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Handling Calls

TheVirtual Office app within SugarCRM is dependent on your Virtual Office extension being active. In order to handle calls you must also be logged into your Virtual Office desktop app or Virtual Office 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.

Access Contacts in Virtual Office for SugarCRM

From the Search tab, using names or numbers search for contacts from your contact directory and/or SugarCRM. Clicking the Magnifying Glass icon will display the contacts SugarCRM business card if they exist within the SugarCRM platform.

Note: By default, you can search for contacts and accounts. To enable searching for Leads, Opportunities and Cases, go to Settings > Integrations > Sugar >. Enable the desired objects under the Search Types.

About Screen pop

During an inbound or outbound call, the 8x8 Virtual Office app looks up the phone number of the caller and then searches for a matching record in SugarCRM. On finding a matching record, it presents the record for you in a new tab to preview and prepare for the call. This process is referred to as screen pop.

Receive Calls

When a call is made or received a search will locate the matching record and present the screen pop. The search may return:

Place Calls

You can place outbound calls using:

For phone numbers dialed from the diapad, the system looks for a matching record and screen pops the same for preview.

To use click-to-dial from the Virtual Office app follow the steps below:

  1. Open the Virtual Office app within SugarCRM.
  2. Select the Contacts tab.
  3. Search for a contact. This contact can be both in the SugarCRM or your Virtual Office directory.
  4. Hover over the contact to reveal the Phone icon.
  5. Click the icon to dial out to that contact.

Note: All outbound calls are two legged calls. When you dial out, the call is first dialed out to your Virtual Office. Once the call is accepted on Virtual Office, the call then dials out to the dialed party.

Log Calls

Upon terminating a call, the 8x8 Virtual Office app generates a call record. The call record includes information such as transaction ID, the time the call was answered, and the duration of the call. A call record is created for inbound and outbound interactions and is automatically saved.

Depending on the number of matches, call records can be linked to the end-user record as follows:

Track Incomplete Call Records

If agents are busy and unable to complete the call record activity immediately after the call, they can do so at their leisure by accessing the incomplete records in the following way:

Via Virtual Office Call History tab:

  1. From the Virtual Office App, click the Call History icon.
  2. You can select to view either Allor Unprocessed calls.
  3. Locate the call and hover over the details.
  4. Click the icon to open the call record in a new tab.

    You can also search under Sugar > Contacts > Calls.

Use Call Controls in Virtual Office for SugarCRM

While on a call inVirtual Office for SugarCRM, you have access to call controls that enhance your calling experience. Using the call controls, you can:

 


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