Virtual Contact Center. Release Notes. Version Revision 1.0

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1 Virtual Contact Center Release Notes Version Revision 1.0

2 Copyright 2012, 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. Microsoft Dynamics and Microsoft Internet Explorer are trademarks or registered trademarks of Microsoft Corporation in the United States and other countries. 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 Virtual Contact Center Release Notes Contents ABOUT THE PATCH RELEASE NOTES... 1 AGENT CONSOLE: ABILITY TO DEFINE SCREEN POP PROPERTIES... 1 Limitation... 4 Known Issues... 4 i

4 8x8, Inc Virtual Contact Center Release Notes About the Patch Release Notes The Release Notes for the patch of Virtual Contact Center provides an overview of the following enhancement. Agents ability to set up Screen Pop window properties for CRM Integration Agent Console: Ability to Define Screen Pop properties Prior to release , the tenant administrators defined Screen Pop window properties such as opening a new window for Screen Pop and modifying size and position of the Screen Pop window for CRM Integration in the Configuration Manager. This capability is now available to Agents and Supervisors in the Agent Console. The Agent Profile provides two new tabs to define Screen Pop window properties overriding any settings by the tenant administrator. The tenant administrators determine if the capability can be extended to agents or not. If the administrator extends the ability to agents, the agents can define and control the following Screen Pop window properties in their profile: External CRM Screen Pop tabs Description Open new window for Screen Pop This option allows agents to view Screen Pop of interactions in a standalone pop up window instead of opening new tabs within the Agent Console. If an interaction is connected to multiple records, a tab opens listing all matching records. You can click on a record to view the record details. Screen Properties Tab If the option is disabled, launches the native CRM URL within the Agent Console. Along with this option, two more options are available: Use single window only: This option displays the Screen Pop in a new window and refreshes the same window to show new contact and call log information. If disabled, launches new contact and call log information in new windows. Hide result listing for single search result: If an interaction fetches multiple matching records, a browser tab lists all matching records in a tabular format. Clicking on a record shows the record details. If this option is enabled, an interaction fetching a single matching record opens the record details in a new window and hides the result listing tab as shown below. 1

5 8x8, Inc. Virtual Contact Center Release Notes Note: With this option enabled, if an interaction matches multiple records, a tab opens with all the resulting records listed. If the CRM window is collapsed, it expands automatically. If this option is disabled, the matching single record lists in a tab in addition to opening in a new window. Window Properties Tab Show Toolbar Select Yes to display the Internet Explorer toolbar at the top of the stand-alone popup window. Select No to display the window without the Internet Explorer toolbar. Note: Show toolbar is not supported on IE9. Size and Position In the width and height text entry areas, enter the size of the screen pop window in pixels. In the top and left text entry areas, enter the screen position of the screen pop's upper-left corner in pixels. 2

6 8x8, Inc. Virtual Contact Center Release Notes To extend the ability to define Screen Pop window properties to agents: 1. Login to the Configuration Manager as an Administrator. 2. Click Home > Profile tab. Configuration Manager Home > Profile tab 3. Check Allow Agents to Change Screenpop. 4. Save your changes. 3

7 8x8, Inc. Virtual Contact Center Release Notes To access the Screen Pop settings for your external CRM: 1. Login to the Agent Console. 2. Navigate to Profile. 3. Scroll down to External Setup area to view two new tabs for controlling CRM Screen Pop properties. My Profile > Screen Pop Settings o The Authentication tab allows you to set up your external CRM login credentials. o The Screen Properties tab allows you to open new window for Screen Pop o The Window Properties tab allows you to define Screen pop window properties such as its size and ability to show toolbar. 4. Make desired changes and save your settings. Limitation This feature is not supported for NetSuite integration users. It is supported for Salesforce, Zendesk and MS Dynamics integration. Known Issues If the initial setting of Open new window for Screen Pop for Screen pop is disabled, the CRM landing page does not launch immediately. You should logout and log back in. When you log back in, the landing page launches in a tab. The Internet Explorer toolbar in the Screen Pop window is not supported on IE9. 4