Handle calls in 8x8 Work for Freshdesk

With 8x8 Work for Freshdesk, you can manage calls directly within Freshdesk. You can transfer calls to other users or queues, start three-way calls, place calls on hold, and record calls.

Important

All calls are two-legged. 8x8 Work for Desktop, Web, or Mobile must be open to handle calls in the integration.

If your 8x8 Work extension is assigned with a desk phone, use the call control panel in the application to answer incoming and outgoing calls.

Currently:

• Freshdesk only supports exact phone number matches. However, when a number is stored in Freshdesk with a leading "0" or "+," the search fails.

• If you enter a phone number that is the same for a mobile and work phone for the same customer, Freshdesk displays duplicate records of the same contact.
  

• Freshdesk does not support search by name.

About screen pop

During an inbound or outbound call, 8x8 Work for Freshdesk checks the caller’s phone number and searches the CRM database for a matching record.

When a match is found, the record opens automatically so you can preview key details and prepare for the conversation.

The search may return:

• A single matching record: The record opens via screen pop. A call log is created and associated as a ticket to the record by default.

• Multiple matching records: Multiple matching records are found. You must select the correct record from the list. See How to select another record.
  A call log is created using the information from that contact. By default, the call log is linked to the first record in the list.

• No matching records:No screen pop appears. The call log opens at the end of the call without being assigned to any contact record. While on a call, if you create a new user record or search for an existing record, the call log is assigned to the possible match.

Accept calls

When you receive a call, the integration panel indicates an inbound call. The system looks up a matching record and if a match is found, pops it up for your preview. You can answer the call from 8x8 Work for Desktop, Web, or Mobile, or directly from the call card if you are using a desk phone.

Place calls

All calls use a two-legged call process. When you place a call, it first rings on your 8x8 Work for Desktop, Web, or Mobile, or on your desk phone. After you answer, the system connects the call to the recipient.

You can place calls to your contacts directly from:

• The dial pad in the Phone tab

• The History tab

• Your Contacts tab

Note:

If using a softphone, log in to 8x8 Work for Desktop, Web, or Mobile before you initiate a call. You must first answer the call in the app before it dials out to the recipient. If your 8x8 Work extension is assigned with a desk phone, use the call control panel in the application to handle calls.

How to select another record

You can match a call to a different record when the current record is not the correct match, or when multiple matching records are available.

To match a call to a different record:

1. During a call, click Select another record from 8x8 Work for Freshdesk.
   

2. Search and select a different record.
   Alternatively, if multiple records match the caller, select the correct record from the list to associate it with the call. By default, the first record in the list is associated with the call.

3. Click x to exit the matching records list.

Hold and resume calls

While on an active call, you can place the call on hold. The other party listens to music while on hold.

1. To place a call on hold, click the hold icon in the call control panel.

2. To resume the call, click the resume icon.

Add a call and merge calls

With multi-line calling, you can add a call, switch between active calls, and merge calls into a conference.

Note:

The ability to make additional calls depends on your 8x8 Work extension. The plug-in supports up to two lines.

To add a third party to an active call:

1. While on an active call, click the More  icon.

2. Select + Add call.

3. Select a contact, or use the search bar.
   Alternatively, click the dialpad icon next to the search bar to type a number.

4. Notify the customer that they will be placed on hold.

5. Click the call icon  or the call button on the dialpad to call. Your extension phone rings first.

6. Accept the call in the 8x8 Work app or on your desk phone. The call now connects to the third party contact.

7. Once the call is established, click More > Merge.

8. The calls are merged, and the system indicates that you are in a conference call.

9. Click End call. This ends the call for all parties on the call.
   A new call log opens.

Record calls

You have the flexibility to record calls on demand during a call. You can initiate, stop, and resume recording any number of times during a call.

Note:

Call recording is available based on your extension.

To record a call:

1. During a call, click record icon from the call control panel to begin recording.

2. Click Stop or click the record icon again to stop recording.

When the call ends, a call log opens with the call recording link listed in the Ticket details in Freshdesk. Click the link to download the recording.

You can also access your call recordings from the Call Recordings menu in your 8x8 Work app.

Transfer calls

You can transfer an active call to another 8x8 Work extension or an external phone number. You can either speak to the recipient before completing the transfer (warm transfer) or transfer the call immediately without speaking to them (cold transfer).

Perform a warm transfer

1. While on a call, inform the caller that you will transfer the call.

2. From the call control panel, click Transfer.

3. Do one of the following:

   • To transfer to an internal contact, locate the name in the list or enter the name in the search box. Hover over the contact and click the Warm transfer  icon.

   • To transfer to an external number, click the dialpad icon next to the search bar, then enter the phone number and click Warm Transfer.

4. After the second call connects, click Transfer call.

The call is transferred, and you are disconnected. A call log opens in Freshdesk.

Perform a cold transfer

1. While on a call, inform the caller that you will transfer the call.

2. From the call control panel, click Transfer.

3. Do one of the following:

   • To transfer to an internal contact, locate the name in the list or enter the name in the search box. Hover over the contact and click the Cold transfer icon.

   • To transfer to an external number, click the dialpad icon next to the search bar, then enter the phone number and click Cold Transfer.

The call is transferred, and you are disconnected. A call log opens in Freshdesk.