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Virtual Contact Center Documentation

Version 8.0
New Features
   Listing of new features and functionality in release 8.0

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 Virtual Contact Center
Agent Console Quick Start Guide
   A quick reference for agents to get started.
   Using the Virtual Contact Center
   A reference guide for managing the Virtual Contact Center
   Sample IVR scripts
Historical Reporting - An Overview
  A glossary of Virtual Contact Center's historical reporting
Platform URL Guide
  Listing of Virtual Contact Center platform URLs
Platform Switch Guide
  A guide on the behavior during platform switch process

CRM Integration and User Guides

   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
   A reference guide for Application Administrators to setup NetSuite integration
   A reference guide for Application Administrators to setup Microsoft Dynamics CRM Online integration
Zendesk Integration - Configuration Guide
   A reference guide for Application Administrators to setup Zendesk integration
Zendesk CTI Integration - Configuration Guide
A reference guide for Application Administrators to setup Zendesk CTI integration
Zendesk CTI Integration - Agent Guide
A quick reference for Zendesk agents to get started with 8x8 Contact Center app integration
   A reference guide for Application Administrators to setup Zoho integration

VoIP Phone Configuration and Setup

   Types of VoIP Registration
   Using Asterisk as a local registrar
Softphone for Windows
   Configuration of Windows based softphones (eyeBeam and Bria) to work with Virtual Contact Center
   Configuration of the Bria softphone for Windows to work with Virtual Contact Center
Eyebeam for Windows
   Configuration of the eyeBeam softphone for Windows to work with Virtual Contact Center
   Configuration of the Bria softphone for Mac to work with Virtual Contact Center
   Configuration of the Linksys SPA SIP phone to work with Virtual Contact Center
   Configuration of the Cisco SIP phone to work with Virtual Contact Center
   Configuration of the Avaya SIP phone to work with Virtual 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
   API that provides tenants the ability to integrate with an external IVR system
   Identify and request real time statistical data from the 8x8 system
   Ability to programmatically pause and resume call recording
   Get tenant schedule status information
Streaming API
   Receive the information related to, Agent updates, Agent provisioning updates and Interaction updates.
Virtual Contact Center JumpStart Training

The Virtual Contact Center JumpStart training provides remote, hands-on training of the Virtual Contact Center Configuration Manager and Agent Console product training. There are four levels of training available:

  • VCC Xpress Plan - Six hours of training delivered in three consecutive days of training via the web.
  • VCC Plan - Seven hours of training delivered in four consecutive days of training via the web.
  • VCC Professional Plan - Nine hours of training delivered in four consecutive days of training via the web.
  • VCC Premier Plan - Thirteen hours of training delivered in five consecutive days of training via the web.
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