Virtual Contact Center

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Virtual Contact Center

Zendesk Integration – Configuration Guide

Version 7.1

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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.

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8x8, Inc Zendesk Integration – Configuration

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Preface

Use this document to learn about the configuration of Zendesk Integration with the Virtual Contact Center.

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, email 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.

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8x8, Inc Zendesk Integration – Configuration ii

Overview

Virtual Contact Center offers multichannel integration with Zendesk CRM. The integration supports phone and voicemail channels allowing you to access data from Zendesk CRM through an integrated Agent Console.

Virtual Contact Center’s ability to integrate with external CRM offers the following benefits: • Provides out-of-the-box integration with minimal configuration.

• Increases agent productivity with integrated data management.

• Informs an agent about the caller by popping the caller's account information to the agent as soon as a call is offered to an agent.

Features

The CRM integration allows you to perform your Zendesk account activities using the integrated Agent Console with the following features:

• Multichannel support including Phone and Voicemail channels • Fully Integrated Agent Console

• Visibility to queue status and agent presence • Support for custom branded accounts • Single Sign-on functionality

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Zendesk CRM Integration – Configuration

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Browser Requirements

For optimal integration results, Agents, Supervisors, and Administrators must use Internet Explorer version 7.0 or later.

Installation Requirements

To enable your Zendesk CRM instance to interoperate with your Virtual Contact Center, you must have administrative access to:

• Zendesk CRM account

• Configuration Manager of Virtual Contact Center

Configuring Virtual Contact Center Integration with Zendesk

Integrating Zendesk CRM with Virtual Contact Center requires:

• Enabling and defining Screen Pop settings in the Configuration Manager • Enabling agent accounts for integration

Defining Screen Pop Settings

To enable CRM integration for a tenant, an administrator has to configure Screen Pop settings in the Configuration Manager. The configuration requires you to:

• select a target CRM • add target attributes

• specify events that trigger screen population of CRM records, and • specify popup window properties in the browser

An agent has to then save the login credentials of the external CRM 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 events triggering a Screen Pop may be one or all of the following: • An agent is offered an interaction

• An agent has accepted an interaction • An agent has completed an interaction

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Understanding Screen Pop

Screen Pop refers to the process of presenting customer data to an agent automatically during an interaction eliminating the need to manually search for the customer data. The process involves searching for customer records with:

• phone field matching caller ANI (Automatic Number Identification) for Phone and Voicemail media and

• displaying the search results on the agent’s screen

The Screen Pop applies to inbound transactions including phone and voicemail. 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 ticket record.

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6 To define Screen Pop settings for Zendesk CRM:

1. Navigate to Integration > Screen Pop tab in the Configuration Manager. 2. Check Enable Screen Pop option.

3. Select the Target Type – Zendesk.

4. Enter the Service Name. The service name is the web address where your help desk is hosted. For example: acmejet.zendesk.com.

Note: If you have enabled SSL for your Zendesk account, enter https://acmejet.zendesk.com 5. Enter the Login URL. Append /access/login to the service URL.

For example: https://acmejet.zendesk.com/access/login Note: You must add https:// to the Login URL.

6. Branding URL: is the custom URL provided by Zendesk if you have customized your help desk to match your corporate domain’s look and feel.

For example, support.acmejet.com instead of acmejet.zendesk.com

7. Enable Customization: This option allows tenants to provide customization script to customize the CRM workflow, search, query etc. If enabled, requires a Script URL.

a. Enter a valid Script URL that points to the location of the custom script. Customization replaces features and functionality of the standard integration with the custom functionality.

8. Check Use Remote Login: This option enables support for the Single Sign On security settings in the Zendesk account.

a. Enter a valid API token to enable searching of the CRM.

9. Enter the settings for Landing Pages. You can enable Emails tab, and/or a custom tab. To enable custom landing page:

a. Check Enable custom landing page.

b. Enter Title for the landing page. For example: My Support Desk c. Enter URL: $serverURL$/home

Note: The above URL launches the home page of your Zendesk account. You can replace the URL with your preferred page to login.

10. Define events that trigger a Screen Pop for a transaction. You can configure a Screen Pop of a corresponding record for the following events:

a. When an agent is offered a call b. When an agent accepts a call c. When an agent ends a call

11. Open a new window for Screen Pop, and specify its size and position.

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Window Properties Description

Open new window for Screen

Pop This option allows agents to view landing page and Screen Pop of interactions in a standalone pop up window. If disabled, prompts you to open a new window for landing page.

Along with this option, two more options are available: • Use single window only: This option displays the

landing page and the Screen Pop in a new window and refreshes the same window to show new contact and call log information. If Screen Pop is triggered for multiple events, the window refreshes for each event. If disabled, launches multiple windows for each triggered event.

• 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.

Note: applicable if Screen Pop is triggered for multiple

events.

Hides the list of results if a single matching record is found. Show Toolbar Displays the browser toolbar in the browser window.

Note: Show toolbar is not supported on IE9.

Size and Position Specify exact dimensions of the Screen Pop window and its position on the screen.

Note: Agents can control the window properties of screen pop from the Agent Console if the administrator extends this capability to agents.

Agent Profile> External Setup tabs

12. Save your configuration settings.

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Enabling Agent Accounts for Integration

To integrate a Zendesk account with an Agent Console, agents have to save their Zendesk login credentials in their profile.

To set up external CRM properties in the agent’s profile: 1. Login to your Agent Console, and navigate to My Profile.

2. In the External Setup, enter the username, and the password to login to your Zendesk account. Save your settings.

Agent Console > My Profile > External Set up

Agent Profile > External Setup Tabs

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Enhanced Zendesk Integration

Based on the settings, when an incoming call is offered/accepted/completed, the matching record/s pop in a new window.

Note: When you add/edit data in the Zendesk Web User Interface, the data synchronization is

not immediate, and hence may result in inaccurate search results.

CRM Single Sign On

Single Sign On functionality permits agents to access Zendesk account from within the Agent Console eliminating the need to log into each system separately. Zendesk integration performs Single Sign On automatically when an agent saves his Zendesk login credentials in the Agent Profile. However, if the customer’s Zendesk account has enabled Remote Login, you should enable Use Remote Login in the Screen Pop properties in the Configuration Manager, provide the API token supplied by Zendesk, and collaborate with 8x8 professional services to discuss the approach to perform Single Sign on.

Support for SSL

The Integration supports SSL enabled Zendesk accounts. For successful integration of SSL enabled Zendesk accounts, the Service Name in the Screen Pop configuration should include https://. For example, https://acmejet.zendesk.com

Virtual Contact Center