Configuring Zendesk CTI Integration for Single Sign-On Access

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.

Step 1: Install the Integration Package
  1. Log in to Zendesk account as an Administrator.
  2. Click at the left bottom of the page.
  3. Click Marketplace.

  4. Select 8x8 Contact Center app from the list.

  5. At the prompt, enter your Virtual Contact Center tenant URL.

    Example: vcc-na8.8x8.com.

  6. Click Install.

    Once the app is installed, 8x8 app icon appears in the header bar.

Step 2: Configure Single Sign-On Settings
  1. Log in to Zendesk account as an Administrator.
  2. Click at the left bottom of the page.
  3. Click Manage link to open the Manage Apps page.
  4. Click the Settings next to the 8x8 app.
  5. Select Change Settings from the menu.
    The Installation page opens.
  1. Enter 8x8 Virtual Contact Center for the Title.
  2. Enter your Virtual Contact Center tenant URL for AGUI destination host.
  3. Enter your Tenant’s name for the SSO to be enabled.

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.

Step 3: Enable Screen Pop Setting
  1. Log into the Configuration Manager.
  2. Navigate to Integration > Screen Pop tab.
  3. Check Enable Screen Pop option.
  1. Select Zendesk as the Target Type.
  2. Enter the Service Name.
    The service name is the web address where your help desk is hosted as in https://subdomain.zendesk.com.
    Example: acmejet.zendesk.com.

  3. Enter the Login URL. Append /access/login to the service URL as in https://subdomain.zendesk.com/access/login.

    Example: https://acmejet.zendesk.com/access/login

  4. Save your configuration settings.

The Screen Pop configuration in the Configuration Manager is now complete.

Understanding Screen Pop

Screen Pop refers to the process of presenting end user data to an agent automatically during an interaction eliminating the need to manually search for the customer data. Screen pop occurs when the interaction is offered to an agent within the Zendesk dashboard. The process involves searching for end user records with one of the followings:

  • Phone field matching caller Automatic Number Identification (ANI ) for Phone and Voicemail media
  • Ticket ID for phone and chat interactions
  • Displaying the search results on the agent’s screen

The Screen Pop applies to inbound transactions including phone, chat, and voicemail. If the search retrieves multiple records, the Screen Pop lists all matches in a table and displays the details of the first record. If the search fails to find matching records, then pops a new end user record.

Understanding Auto log

An auto log is triggered when a phone or chat interaction using the 8x8 Virtual Contact Center application is terminated. An auto log captures transaction details of interactions. For example, a call log includes information such as the call answered time, call duration, call termination time, and more.

Accepting an inbound interaction triggers a new ticket. At the termination of the call, the ticket gets updated with the auto log information.

Step 4: Map the Zendesk user to Virtual Contact Center

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.

  1. Log in to Zendesk application.
  2. Click Profile and locate the agent’s email address.
  3. Log in to Configuration Manager and click Agents tab.
    Make sure the agent's email address matches the Zendesk user ID.
Step 5: Launch the Zendesk App
  1. Log in to your Zendesk account.

  2. On the top right hand corner of the Home screen, click the 8x8 app .

    The application launches.

  3. Click Login. You are logged in automatically.

  1. The app launches placing you on Break status.

    For more information on agent status, refer to the Quick Start Guide.

  2. Change your status to Available or Work Offline.

 

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Product Information

Virtual Contact Center for NetSuite

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