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 Contact Centre: Notes from a call.

Dawn Guthrie's profile image
Dawn Guthrie 8x8 User posted 09-05-2023 03:02

In our current set up we don't use the CRM apart from for email queues, but we noticed that you can add a "Note" on a customers call screen when on the call, if you transfer the call is there any way for the next advisor to see the notes? We've tested but can't see anywhere on screen to see the notes and we don't get a "call log" pop up that is mentioned in the support documents I've reviewed.

Ben Fischer's profile image
Ben Fischer 8x8 User posted 09-10-2023 17:45

Have you enabled Screen Pop in Config  Manager > Integration ?

https://support.8x8.com/contact-center/8x8-contact-center/administrators/How_to_enable_or_disable_Screen_Pop_for_Configuration_Manager_(CRM)

https://docs.8x8.com/8x8WebHelp/VCC/configuration-manager-vovcc/content/integrationscreenpoptab.htm#:~:text=Define%20screen%20pop%20settings%20for%20External%20CRM%20,specifies%20Salesforce%2C%20...%20%2016%20more%20rows%20

Dawn Guthrie's profile image
Dawn Guthrie 8x8 User posted 09-12-2023 01:13

Thanks Ben, took a look at this as we don't have it enabled. I don't think it was suggested in set up as we don't use the system as our CRM (we have a different set up for that), we simply use the system for call/ email routing.

I'm sure it's not many advisors that would use the notes as we have our separate set up, but it was worth an investigate, thanks again for pointing me in the right direction.

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