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1 Virtual Contact Center Zendesk CTI Integration Configuration Guide Version 8.0 Revision 1.0

2 Copyright 2013, 8x8, Inc. All rights reserved. This document is provided for information purposes only and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. 8x8 is a registered trademark of 8x8, Inc. Zendesk is a registered trademark of Zendesk Corporation. All other trademarks, service marks, registered trademarks, or registered service marks are the property of their respective owner/s. All other brands and/or product names are the trademarks (or registered trademarks) and property of their respective owner/s.

3 8x8, Inc Zendesk CTI Integration Configuration Preface Use this document to learn about the configuration of Zendesk Integration with the Virtual Contact Center application. About 8x8, Inc Virtual Contact Center from 8x8 is the fastest and easiest way to deploy a world class contact center. Virtual Contact Center makes it easy to manage all of your customer interactions phone, and chat - through a single system. Our award-winning solution is 100% web-based and was developed by industry-leading designers to be extremely easy to use, thus speeding the adoption process for both agents and supervisors. The Virtual Contact Center includes all of the functionality you need to provide an exceptional customer experience: skills based routing, multi-media interaction management, IVR, CTI, case & contact management, call recording, real-time monitoring, desktop sharing, reporting, and much more. 8x8, Inc 2125, O Nel Drive, San Jose, CA USA SALES: SUPPORT: i

4 8x8, Inc Zendesk CTI Integration Configuration Contents OVERVIEW... 3 FEATURES... 3 BROWSER REQUIREMENTS... 3 INSTALLATION REQUIREMENTS... 4 CONFIGURING VIRTUAL CONTACT CENTER INTEGRATION WITH ZENDESK... 4 STEP 1: DEFINING SCREEN POP SETTINGS... 4 Understanding Screen Pop... 4 Understanding Auto log... 5 STEP 2: SETTING UP CHANNELS FOR DATA LOOK UP... 7 Search Type... 7 Inbound Interaction Flow... 7 STEP 3: INSTALLING 8X8 CONTACT CENTER APP... 9 STEP 4: ENABLING AGENT ACCOUNTS FOR INTEGRATION... 9 CUSTOMIZATION ii

5 8x8, Inc Zendesk CTI Integration Configuration Overview The 8x8 Virtual Contact Center application for Zendesk, allows your agents to control customer contacts within the Zendesk desktop environment. This integration allows your agents to show their availability and to interact with customers via phone or chat media. Virtual Contact Center will queue and manage customer interactions to make sure that customers go to the agent who can best help them. The integration can use the telephone number of the caller to look up the customer in the Zendesk database and provide information on that customer and any open tickets to the agent when the call is sent to the agent, saving the agent and the customer a significant amount of time. Virtual Contact Center has powerful reporting on agent interactions and provides data to the Zendesk reporting system. The application provides significant functionality out-of-the-box with minimal configuration and can be extended through APIs to increase agent productivity. Features The integration allows you to perform your Zendesk account activities using the integrated Agent Console with the following features: Multichannel support including Phone, chat, and Voic channels Fully Integrated Agent Console Visibility to queue status and agent presence Support for all Zendesk objects Organization, User, and Ticket Screen pop of the matching end user data during inbound interactions Screen pop based on caller ID, ticket ID for phone media Screen pop based on ID, ticket ID for chat media Ability to search based on arbitrary data (Requires customization) Ability to record custom messages for agents Ability to track historical data of agent activity using Historical reports (Supervisor only) Ability to Monitor agent activity (Supervisor only) Browser Requirements Internet Explorer 8,9,10 Chrome Firefox 3

6 Installation Requirements To enable your Zendesk instance to interoperate with your Virtual Contact Center, you must have administrative access to: Zendesk account Configuration Manager of Virtual Contact Center Configuring Virtual Contact Center Integration with Zendesk Integrating Zendesk with 8x8 Virtual Contact Center application requires: 1. Enabling and defining Screen Pop settings in the Configuration Manager 2. Setting up channels for data look up 3. Installing 8x8 Contact Center app from Zendesk 4. Enabling agent accounts for integration STEP 1: Defining Screen Pop Settings To enable Zendesk integration for a tenant, an administrator has to configure Screen Pop settings in the Configuration Manager. The configuration requires you to: select a target application add target attributes Select the event that triggers screen population of end user records Agents have to then save the login credentials of their Zendesk account in the agent s profile. Integration enables searching of records containing phone data matching caller ID, and pops up the corresponding record/s for specific events. The event that triggers a Screen Pop is: An agent is offered an interaction Configuring Zendesk involves defining Screen Pop settings, and entering external setup properties in an agent s profile. 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: phone field matching caller ANI (Automatic Number Identification) for Phone and Voic media and 4

7 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 voic . 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 Termination of all phone and chat interactions using the 8x8 Virtual Contact Center application triggers an auto log. An auto log captures transaction details of interactions. For example, a call log includes information about 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. To define Screen Pop settings for Zendesk: 1. Log into the Configuration Manager. 2. Navigate to Integration > Screen Pop tab. 5

8 3. Check Enable Screen Pop option. Integration > Screen Pop Settings 4. Select the Target Type Zendesk. 5. Enter the Service Name. The service name is the web address where your help desk is hosted. For example: acmejet.zendesk.com. 6

9 6. Enter the Login URL. Append /access/login to the service URL. For example: 7. Define events that trigger a Screen Pop for a transaction. Currently, we support screen pop for the following event only: a. When an agent is offered a call 8. Auto log is selected by default and you cannot make any changes to these settings. 9. Save your configuration settings. The Screen Pop configuration in the Configuration Manager is now complete. STEP 2: Setting up Channels for Data Look up During inbound phone/chat interactions, Virtual Contact Center looks up for matching records in the Zendesk database based on: Phone number (for phone media) Ticket ID (for phone and chat media) ID (for chat media) Note: Virtual Contact Center supports searching by arbitrary data with customization. Search Type To search by: Phone number: you must set up your phone channel IVR script to direct the interaction to a phone queue. Note: Currently, only numbers without any format or special characters may be searched. For US and Canada, the search is first performed including the leading zero. In the absence of matching records, the search is performed without the leading one. Ticket ID (Phone and Voic media): set up your channel IVR to get value from the caller as external variable 1. Upon validation, the matching end user data is presented to the agent. Ticket ID (Chat media): set up your chat queues to collect Case Number during a web chat request. ID: set up your chat queues to collect ID during a web chat request. Inbound Interaction Flow Calls flowing into Virtual Contact Center queues are offered to agents in available state. The call flow varies based on the search type and search results. Matching Record found: If the caller is an existing customer, the relevant customer or ticket record is presented to an available agent through screen pop. Screen pop of matching record 7

10 occurs when an agent is offered an interaction. On accepting the call, Zendesk creates a new ticket. Agent updates the ticket with the necessary information and ends the call. Matching record not found: If the caller does not exist in the database, Zendesk automatically creates and presents a new End User record. The agent may furnish more details to the end user record during the call. Zendesk creates a new ticket upon ending the call. On ending the call, the agent gets post processing time for a final wrap up before the call terminates. If codes are mandatory, the call stays in post processing mode until codes are selected. At the end of post processing, Virtual Contact Center updates the ticket with the call log details automatically. Note: If the search is based on ticket ID, the ticket status controls the behavior. o o If the ticket is open, or new, or pending, the agent gets a screen pop of the ticket and the call log associates with this ticket. If the ticket is closed, the screen pop does not occur during a chat. The screen pop of the closed ticket occurs during a phone call. On ending the call/chat, Zendesk creates a new ticket and associates the call log with this ticket. The sequence of events in an inbound call flow may be represented as follows: 8

11 STEP 3: Installing 8x8 Contact Center App Installing 8x8 Contact Center app is simple and quick. 1. Log in to your Zendesk administrator account. 2. Navigate to Zendesk market. 3. Select 8x8 Contact Center app. 4. At the prompt, enter your Virtual Contact Center tenant URL. For example: vcc-na8.8x8.com 5. Click Install. Once the app is installed, 8x8 app icon appears in the header bar. 6. Click the app icon to bring up the Virtual Contact Center Agent Console. STEP 4: Enabling Agent Accounts for Integration In the final step, Zendesk agents must log in to their Zendesk account and enable their account for integration by saving their Zendesk login credentials in agent profile. To set up external CRM properties in the agent s profile: 1. Log in to Zendesk agent account. 2. Click the 8x8 app icon in the Header bar to bring up the Virtual Contact Center Agent Console. Note: To get started with 8x8 Contact Center app, refer to the Zendesk Integration Agent Guide. 9

12 3. Enter your credentials to log in to Agent Console. 4. From the Control Panel menu, navigate to Profile. 5. In the External Setup, enter the username, and the password to login to your Zendesk account. Save your settings. 6. Log out and log back in. Agent Console > My Profile > External Set up 10

13 Customization Virtual Contact Center s standard integration can be extended and customized. The following customization options are available currently: Workflow Search and Query for any supported built in or custom fields Screen pop with any Zendesk supported URL Auto Log with custom fields filled as desired To discuss your customization needs, contact our Professional Services at 11

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