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Using Virtual Office Desktop as a Softphone in Virtual Contact Center
8x8 Support Knowledge Base

Using Virtual Office Desktop as a Softphone in Virtual Contact Center

Note: To set up Virtual Office Desktop as a softphone in the legacy version of Virtual Contact Center, click here.

Virtual Office Desktop (VOD) is available as a softphone option for Virtual Contact Center (VCC). This allows the agent to use VOD instead of a physical phone. Calls to the user's extension can be directed to VOD. Follow the instructions below to use and set up VOD softphones for your agents in VCC. 

Before you begin, ensure that your system meets the Virtual Office and VCC technical requirements. 

Things to Know

  • Dedicated Agent Extension Mode cannot be used while using VOD as a softphone.
    • If you wish to use VCC in Dedicated Agent Extension Mode, a Polycom desk phone or a Bria softphone must be used by the Virtual Office extension.
  • Users log in to Virtual Office and VCC with the same credentials.
  • Check that the Interaction Time Out in VCC is shorter than Number of Rings before the call is routed to voicemail in VCC.
    • If the Number of Rings is longer than the Interaction Time Out, then callers that are routed to voicemail are never routed back to the Call Queue.

To configure a VCC Agent User Profile

  1. Log in to Account Manager.
  2. From the top Navigation bar, click Accounts.
  3. Click Users.
  4. Click Create a New User Profile.
  5. Enter in the user profile details and check the VCC Agent box.
  6. Click New Private Routing Number.
  7. Assign the agent a VCC Private Routing Number.
  8. Click Add.
    Softphone- Private Routing Number.png
  9. Click Save.
    Softphone - VCC Agent User Profile.png

To assign the user to an extension

  1. From the top navigation bar, click Phone System.
  2. Click Extensions.
  3. Click View under View all Extensions.
  4. Click Edit next to an unassigned Virtual Office Extension.
  5. Click Select User Profile.
  6. Search for the user using their name or email address. Softphone- Select User Profile for VO Extension.png
  7. Click Select next to the designated user.
  8. Ensure the Enable Virtual Office box is checked.
    Softphone- VCC Agent with Extension (1).png
  9. Click Save.

To set up VOD as a softphone in VCC

  1. Log in to VCC Configuration Manager.
  2. Select Agents.
  3. Click Edit to the right of the designated user.Softphone- Edit Agent Profile.png
  4. Click the Phone tab.
  5. Enter the user's full VOD phone number as their Workplace Phone.
    Softphone- Workplace Phone.png
  6. Click Save.

Usability

  • Agents using VOD must log in to VOD before they can receive calls from VCC.
  • Agents must set their status to Available to make and receive calls in their assigned queues in VCC.
  • Agents must transfer calls in VCC or the calls will be dropped on the VCC side.