Handle calls

If your 8x8 Virtual Office extension uses only a softphone, you must log in to one of the following clients to handle calls:

Use the same credentials to log in to Virtual Office for Zoho. 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.

About screen pop

During an inbound or outbound call, Virtual Office for Zoho looks up the phone number of the caller and then searches for a matching record in Zoho. 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.

The search may return:

Place calls

You can place calls to your Virtual Office and Zoho contacts from the dial pad, contact list, or call log in Virtual Office for Zoho. In addition,you can click-to-dialthe phone numbers from a click-to-dial button. See Use click-to-dial for more information.

Note: All outbound calls are two-legged calls. When you dial out, the call dials 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:

Use click-to-dial

You can make an outbound call using one click by clicking on a pre-configured click-to-dial button for a Contact, Lead, Account, or Vendor.

The administrator for your account has to set up the click-to-dial feature first before you can use it.

To use click-to-dial in Zoho:

  1. Click Contacts (or another object such as Leads or Accounts) from the top navigation bar.

    Note: These instructions describe how to use click-to-dial for a contact.

  1. Select the contact whose number you want to associate with the click-to-dial button.
  2. With the Contact (or Lead, Account, or Vendor) screen open, select the button you want to associate the Contact's phone number with from the click-to-dial drop-down list.

    Note: The Contact (or Lead, Account, or Vendor) has to have a phone number listed in its file, otherwise you cannot associate it with a click-to-dial button.

  3. To call the contact, click on the click-to-dial button from the drop-down.

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:

Use call controls

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

Log calls

Upon terminating a call, Virtual Office for Zoho generates a call log. The call log includes information such as the transaction ID, the time the call was answered, and the call duration. A call log is created for inbound and outbound interactions, and is automatically saved as an Activity in Zoho. 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 Zoho, or by opening the call details in Virtual Office for Zoho and clicking the Notes icon.

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