Define Settings

Before you begin processing Virtual Office app, you can

Define Custom Call Result

Virtual Office app allows you to define custom codes to collect information about the outcome of each call per user. For example, if you are a customer support agent attending to customer issues, you can indicate if the issue was solved, escalated, requires a scheduled call back etc.

If you define call result codes, at the end of each call, you are prompted to select an outcome from the pre-defined list. This information is saved in the call log.

To define call result codes:

  1. Click Settings.
  1. Enter call options.
  1. Separate each option by a semicolon.

Import Contacts

You can import contacts from Zendesk and 8x8 Virtual Office company directory for a quick calling access. You can even search from the list.

To import contacts, click . Check to import contacts from Zendesk and/or Company Directory.

Determine Screen Pop

During an inbound call, the 8x8 Virtual Office app tracks if the caller is an existing user by searching the Zendesk contacts database. On finding a matching record, it presents the record for you to preview and prepare for the call. This process is commonly referred to as Screen Pop.

Based on your settings, the screen pop can occur:

See Also


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