Virtual Contact Center Documentation
Version 6.8
New Features
Listing of new features and functionality in release 6.8
Technical Requirements & Recommendations
Computer, Phone, Network, Firewall, and Email requirements
Listing of VoIP phones supported by Contactual
USB headset recommendations for use with VoIP phones
Admin and User Guides
A reference guide for administrators to set up the OnDemand Contact Center
Sample IVR scripts
Using the OnDemand Contact Center
A reference guide for managing the OnDemand Contact Center
Salesforce Integration and User Guides
The 6.8 version of the following guides are coming soon. Refer to the 6.8 Release Notes for changes to Salesforce integration.
A reference guide for agents using CTI Connect for Salesforce
A reference guide for Application Administrators to setup Salesforce integration
A reference guide for agents using Multichannel Connect
A reference guide for Application Administrators to setup Salesforce integration
VoIP Phone Configuration and Setup
Types of VoIP Registration
Using Asterisk as a local registrar
Configuration of the eyeBeam softphone to work with OnDemand Contact Center
Configuration of the Bria softphone to work with OnDemand Contact Center
Configuration of the Linksys SPA SIP phone to work with OnDemand Contact Center
Configuration of the Cisco SIP phone to work with OnDemand Contact Center
Configuration of the Avaya SIP phone to work with OnDemand Contact Center
Virtual Contact Center APIs
Import, export and update Virtual Contact Center Contacts, and Cases
Historical data about agents, interactions, statuses, and queues
Call recording data such as the call recording file name, the number dialed, and more
Information to develop and integrate website Call Back functionality
Customizable URL for initiating an outbound call from your 3rd party CRM
Chat surveys, sending images in a chat, and displaying chat referrer information