Virtual Contact Center supports open Computer Telephony Integration (CTI) with Single Sign-On access from the native Zendesk environment. Zendesk users can launch 8x8 Virtual Contact Center app with just a click and reap the benefits of the integration.
Out-of-the-box integration with minimal configuration.
Ability to inform the agents about the caller by popping the caller's account information as soon as a call is offered.
Internet Explorer 9 and 10
Setting up Zendesk for Single Sign-On integration with 8x8 Virtual Contact Center requires you to:
Select 8x8 Contact Center app from the list.
At the prompt, enter your Virtual Contact Center tenant URL.
Once the app is installed, 8x8 app icon appears in the header bar.
Note: If you do not provide the tenant name, SSO is disabled. The Virtual Contact Center app asks for your credentials the next time you log in.
Enter the Login URL. Append /access/login to the service URL as in https://subdomain.zendesk.com/access/login.
The screen pop configuration in the Configuration Manager is now complete.
For Zendesk users to log in to 8x8 Virtual Call Center, you must ensure agent accounts in Virtual Contact Center are configured using the same email ID as the corresponding Zendesk user login.
Click Login. You are logged in automatically.
Note: The Single Sign-On access logs you in. You are not prompted for Virtual Contact Center credentials speeding the log in process.
The app launches placing you On Break status.
For more information on agent status, refer to the Quick Start Guide.
When you log into Zendesk, the app launches automatically by default. If you wish to launch it manually, you can disable the automatic login setting in the Agent Profile.
To configure agent's automatic login:
The Single Sign-On access eliminates the need to store Zendesk log in credentials in Virtual Contact Center. The Authentication tab is disabled in Agent Console Profile page.
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