Virtual Contact Center
Release Notes
Version 7.0.0.18
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Contents
ABOUT THE PATCH RELEASE NOTES ... 1
AGENT CONSOLE:ABILITY TO DEFINE SCREEN POP PROPERTIES ... 1
Limitation ... 4
8x8, Inc Virtual Contact Center Release Notes 7.0.0.18
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About the Patch Release Notes
The Release Notes for the patch 7.0.0.18 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 7.0.0.18, 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
Screen Properties Tab
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.
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.
8x8, Inc. Virtual Contact Center Release Notes 7.0.0.18
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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.
8x8, Inc. Virtual Contact Center Release Notes 7.0.0.18
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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.
8x8, Inc. Virtual Contact Center Release Notes 7.0.0.18
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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.
