Virtual Contact Center Documentation

Version 8.0

New Features

8.0 Release Notes
Listing of new features and functionality in release 8.0

Technical Requirements & Recommendations

Technical Requirements
Computer, Phone, Network, Firewall, and Email requirements
Supported SIP Phones
Listing of VoIP phones supported by Contactual
Headset Recommendations
USB headset recommendations for use with VoIP phones

Admin and User Guides

Configuration Manager Guide
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.
Agent Guide
Using the Virtual Contact Center
Supervisor Guide
A reference guide for managing the Virtual Contact Center
Automated Call Processing Rules
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

CTI Connect for Salesforce Agent Guide
A reference guide for agents using CTI Connect for Salesforce
CTI Connect for Salesforce Installation Guide
A reference guide for Application Administrators to setup Salesforce integration
Multichannel Connect for Salesforce Agent Guide
A reference guide for agents using Multichannel Connect
Salesforce Multichannel Integration – Configuration Guide
A reference guide for Application Administrators to setup Salesforce integration
NetSuite Integration – Configuration Guide
A reference guide for Application Administrators to setup NetSuite integration
Microsoft Dynamics CRM Online Integration – Configuration Guide
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
Zoho Integration – Configuration Guide
A reference guide for Application Administrators to setup Zoho integration

VoIP Phone Configuration and Setup

VoIP Configuration Overview
Types of VoIP Registration
Asterisk Local Registrar
Using Asterisk as a local registrar
Softphone for Windows
Configuration of Windows based softphones (eyeBeam and Bria) to work with Virtual Contact Center
Bria for Windows
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
Bria for Mac
Configuration of the Bria softphone for Mac to work with Virtual Contact Center
Linksys SPA SIP Phone
Configuration of the Linksys SPA SIP phone to work with Virtual Contact Center
Cisco SIP Phone
Configuration of the Cisco SIP phone to work with Virtual Contact Center
Avaya SIP Phone
Configuration of the Avaya SIP phone to work with Virtual Contact Center

Virtual Contact Center APIs

CRM API
Import, export and update Virtual Contact Center Contacts, and Cases
Reporting API
Historical data about agents, interactions, statuses, and queues
Call Recording API
Call recording data such as the call recording file name, the number dialed, and more
Web Callback API
Information to develop and integrate website Call Back functionality
Click to Dial API
Customizable URL for initiating an outbound call from your 3rd party CRM
Advanced Chat
Chat surveys, sending images in a chat, and displaying chat referrer information
External IVR API
API that provides tenants the ability to integrate with an external IVR system
Real Time Statistics Reporting API
Identify and request real time statistical data from the 8x8 system
Recording Control API
Ability to programmatically pause and resume call recording
Provisioning API
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.