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Overview

The 8x8 Integration for Salesforce CRM gives you control of your 8x8 phone from within Salesforce, allowing you to combine the benefits of Salesforce with the capabilities of 8x8 Work and/or 8x8 Contact Center.
The application launches conveniently within Salesforce, enabling you to click-to-dial, quickly identify customers based on an inbound call (via records that pop up on an incoming or outgoing call), and improve the efficiency of logging calls. With these records, you can gain full insight into communications with any returning customer, and be prepared to follow up with them whenever they may call.
More information is located in our online documentation, linked below.

8x8 Work Integration for Salesforce

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8x8 Contact Center App Integration for Salesforce

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Applies To

  • 8x8 Work (formerly VO)
  • 8x8 Contact Center (formerly VCC)
  • Salesforce

Contact Center App Email-in-Case Support 

The 8x8 Contact Center App Integration for Salesforce provides support for new Email in External CRM functionality:
  • Agents can now receive, reply to, and create new emails within the Contact Center App.
  • All email interactions are handled through the Contact Center App, and are stored into Salesforce cases.
  • Each leg of an email "chain" or conversation sent to or from the Contact Center App will automatically be stored in its appropriate case.
  • A new email chain will open a new case, to which all related email replies and responses will be added.

Installation and Use

  • Configuration instructions for email handling are detailed in our Administrator's Guide.
  • Agent usage instructions for email handling are detailed in our User's Guide.

Localization Support 

8x8 Work and 8x8 Contact Center App integrations for Salesforce are currently available in:
  • United States
  • United Kingdom
  • New Zealand (ANZ)
  • Australia
  • Republic of Ireland
  • France
Future Support: Support is planned for the following regions (release dates still to be determined).
  • Belgium
  • Austria
  • Netherlands
  • Canada

Requirements and Limitations

  • Available on Salesforce Editions (Professional, Enterprise, Unlimited, and Performance).
  • Login access to an Salesforce account.
  • Login access to an 8x8 Work extension.
  • Supported web browsers: Chrome (PC and Mac)
  • 8x8 Work (for Desktop, Mobile, or Web) or a desk phone must be used in conjunction with the integration to accept calls.
  • The integration must be logged into for communication records to be written to Salesforce.
  • ALL phone calls are logged in Salesforce by the integration, including internal extension calls.
  • Please see the Administrators and Users guides for more information in the Documentation section below.
  • 8x8 Contact Center integration, call recording links in the Task call logs requires Quality Management Speech Analytics to open the links and access the call recordings.  This requires one of the licenses: X6-VCC, X7-VCC, X8-VCC or VCC Ultimate.
  • In the 8x8 Work integration Panel, the Merge button is not expected to function. This is a know limitation. Users can use the Merge in the 8x8 Work App (Desktop or Web).
  • 8x8 Work integration - when calls are "transferred" via Auto Attendant, Ring Group, Call Queue, or call transfer from another 8x8 Work user, the number of the extension is passed to the receiving user's 8x8 Integration Panel instead of the inbound CLI, therefore screen pop does not function as expected.

Supported CRM Objects

Both integrations support the following objects in Salesforce:
  • Account
  • Contact
  • Lead
  • Opportunity
  • Case (not supported by Salesforce Sales Engagement)

Customization 

While some parameters can be directly configured in the communication panel by agents, the v3.2 integration currently has no admin-customizable options.
At this time if you require specific customizations of the integration, please contact your 8x8 Sales representative to engage our Professional Services team, who can determine feasibility and potential cost of any requested customization.

Documentation


Objective

This guide will show you how to install Salesforce Integration v3.2 for 8x8 Work and Contact Center for Salesforce Lightning.
There are four primary steps in this process:
  • Install the Salesforce Integration Package
  • Edit the New Call Center to Enable it for 8x8 Work or Contact Center or Both
  • Add Salesforce Users to the New Call Center
  • Configure the Salesforce Lightning Utility Bar
If you currently have v3.1 of the integration installed, you can upgrade to v3.2.
Notes:
  • The 8x8 Salesforce integration is not a softphone, and so it provides no audio services. It is effectively a control panel and is required to work in conjunction with 8x8 Work for Desktop, 8x8 Work for Mobile, or a desk phone.
  • Disable popup blocking for 8x8 applications in your web browser. This integration will be affected by popup blocking in both Classic and Lightning modes.
  • Third-party cookies must be allowed for the 8x8 communication panel to work.
  • Google Chrome is the officially recommended and supported web browser for all 8x8 voice integrations.
  • 8x8 integration with Salesforce is currently available in the United States, the United Kingdom, Republic of Ireland, Australia and New Zealand.

Applies To

  • 8x8 Work
  • 8x8 Contact Center
  • Salesforce

Procedure

Clarification: You'll see reference to two version numbers during the installation process. Note that they are the same thing:
  • Version 1.2 refers to the application version as listed in Salesforce Installed Packages.
  • Version 3.2 refers only to 8x8's internal version numbering of the integration.

Upgrade

If you currently have v3.1 of the integration installed, you can upgrade to v3.2. You do not need to remove the previous installed package, and your current Call Center configuration will be preserved.
  1. Install the v3.2 package linked below.
  2. Select Install for All Users.
  3. Click Upgrade, and then click Done when the upgrade is complete.
  4. If your users experience issues at this point:
    1. Remove the Open CTI Softphone from your Salesforce app's Salesforce Lightning Utility Bar and click Save.
    2. Re-add the Open CTI Softphone and click Save.
    3. Have your users close and restart their Salesforce.

Install the 8x8 v3.2 Integration Package into Salesforce

  1. Log in to Salesforce as an administrator.
  2. The integration can be installed from the Salesforce AppExchange. However, you can click the appropriate link below to immediately begin the installation process for your Production or Sandbox environments:
  3. Select Install for All Users, click the acknowledgement check box, and click Install.
    • If instead you choose to Install for Admins Only, you will need to re-install the integration again later for non-administrator users.
    • Users will only see the integration communication panel if they have been added to the 8x8 call center in Salesforce, which is installed with the integration. Users must be added to the call center manually, by an admin.

  4. Click Done to complete the package installation.

  5. Salesforce should automatically display the installed package. If not, click the Setup icon at the top-right and select Setup.
  6. Then search for and click Installed Packages.
  7. Verify that package 8x8integrations is installed, and proceed to the next step.
    • Note that the Version Number will display 1.2.

Configuring the Call Center for 8x8 Work, Contact Center, or Both

The following topics are addressed, below:

Call Center Configuration for 8x8 Work

To configure your call center only for 8x8 Work:
  1. After installing the 8x8 integration package, navigate to Call Centers.
  2. Click on Edit to the left of the name 8x8 Integration I3.

  3. Clear the CTI Adapter URL field of any text, and add the appropriate URL from the table below.
8x8 Login
8x8 Work CTI Adapter URL
SSO Enabled
Production
Apply this URL if you do want your users in this specific Salesforce call center to be automatically logged into the 8x8 communication panel when they log into Salesforce.
  • https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?companel=vo&env=salesforce&ssoMode=true
See the note below for further required steps to implement this option.
SSO Disabled
Production
Apply this URL if you do not want your users in this specific Salesforce call center to be automatically logged into the 8x8 communication panel when they log into Salesforce.
  • https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?companel=vo&env=salesforce&ssoMode=false
Sandbox
Apply this URL if you are testing the integration in your Salesforce sandbox environment.
  • https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?env=salesforce&companel=vo&sandbox=true
  1. Click Save.
  2. Continue to the section, below: Add Salesforce Users to the Call Center.

Important Note about 8x8 SSO Login
Enabling 8x8 SSO login requires additional per-agent setup in 8x8 Admin Console, or 8x8 Account Manager (if your service is still on that legacy platform).
When properly enabled, 8x8 SSO automatically logs all members of a configured Salesforce call center into the 8x8 communication panel when they log into Salesforce.
If 8x8 SSO is disabled, then all members of a configured Salesforce call center must log in to the communication panel using their 8x8 credentials.
Instructions for configuring 8x8 Single Sign On for the 8x8 Work and Contact Center integration for Salesforce can be found in Configure Salesforce SSO for Admin Console.

CTI Adapter URL suffix to alter No Matched Records object pop behavior

By default, calls to and from phone numbers that do not match a supported object in Salesforce will pop a new Salesforce Case template.
You can change the template pop type for users in your call center by appending one of the following suffixes to the call center CTI Adapter URL:
  • Account: &shareableremix=sfaccount
  • Contact: &shareableremix=sfcontact
  • Lead: &shareableremix=sflead
  • Opportunity: &shareableremix=sfopportunity
Note:
  • This feature is compatible only with Salesforce Lightning mode.
  • 8x8 Contact Center also supports this configuration in the call center.
  • Also, the caller ID phone number will be automatically populated into the new object template's Phone field.
  • Salesforce users should log out of and back into Salesforce to ensure that the change is effective.
Important:
Implementing this feature in your call center CTI Adapter URL will disable the user's ability to change call pop settings in the the communication panel, in the Settings (gear) > Integrations > Salesforce > Settings menu.
To maintain user access to these settings and also pop the desired blank object template (other than New Case) when a caller is not recognized, contact your 8x8 Sales manager to request a customization to your integration through our Professional Services.
Example:
Here, we've added the Contact suffix to the CTI Adapter URL:
This forces a New Contact template to pop for an unknown called/calling person, instead of a new Case:

Call Center Configuration for 8x8 Contact Center

To configure your call center only for 8x8 Contact Center:
  1. To begin, navigate to Setup > Call Centers.
  2. Click Edit to the left of the 8x8 Integration I3.

  3. Clear the CTI Adapter URL field of any text.

  4. For configuring only Contact Center:
    • Edit only the CTI Adapter URL, and add the URL format from the table below.
  5. For configuring Call Center for both 8x8 Work and Contact Center, edit the following:
    • InternalName: VCCI3
    • DIsplayName: 8x8 Integration I3 VCC
    • CTI Adapter URL: Add the appropriate URL from the CTI Adapter URL (Contact Center) table below. Replace the X in naX with the specific tenant cluster number assigned to your service. Note: You can also get the cluster URL your tenant is hosted on by looking at the browser URL once you log in to Agent Workspace or Configuration Manager, such as “na12” in https://vcc-na12b.8x8.com. If there is a letter following the number in the URL such as na12b, ignore it, and simply use na12.
  6. Click Save.
  7. Continue to Add Salesforce Users to the Call Center.
Tenant
Contact Center CTI Adapter URL
Example
8x8 SSO Enabled
Salesforce production for 8x8 Unified Login with 8x8 Work tenants
https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?env=salesforce&companel=vcc&vccmode=3&vccDomain=https://sso.8x8.com/login/vcc-naX&ssoMode=true
https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?env=salesforce&companel=vcc&vccmode=3&vccDomain=https://sso.8x8.com/login/vcc-na1&ssoMode=true
8x8 SSO Disabled
Salesforce production for 8x8 Unified Login with 8x8 Work tenants
https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?env=salesforce&companel=vcc&vccmode=3&vccDomain=https://sso.8x8.com/login/vcc-naX
https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?env=salesforce&companel=vcc&vccmode=3&vccDomain=https://sso.8x8.com/login/vcc-na1
Sandbox
https://cloud8.8x8.com/<wbr>mapanelweb/public/launcher/<wbr>salesforce.html?env=<wbr>salesforce&companel=vcc&<wbr>vccDomain=https://sso.8x8.com/<wbr>login/vcc-naX&sandbox=true&<wbr>ssoMode=false
 
https://cloud8.8x8.com/<wbr>mapanelweb/public/launcher/<wbr>salesforce.html?env=<wbr>salesforce&companel=vcc&<wbr>vccDomain=https://sso.8x8.com/<wbr>login/vcc-na1&sandbox=true&<wbr>ssoMode=false
Important:
See the following articles for instruction on implementing the 8x8 Contact Center App v2.0 CTI URL:
See the section linked here for information about CTI Adapter URL suffix to alter No Matched Records object pop behavior.
8x8 SSO Login
Enabling 8x8 SSO login requires additional per-agent setup in 8x8 Admin Console.
When properly enabled, 8x8 SSO automatically logs in all members of a configured Salesforce call center to the 8x8 communication panel when they log into Salesforce.
If 8x8 SSO is disabled, then all members of a configured Salesforce call center must log in to the communication panel using their 8x8 credentials.
Instructions for configuring 8x8 Single Sign On for the 8x8 Work and Contact Center integration for Salesforce can be found in Configure Salesforce SSO for Admin Console.

Call Center Configuration for Both 8x8 Work and Contact Center

To allow for use of both 8x8 Work and Contact Center in a single Salesforce organization, you must have a separate Salesforce call center for each product.
To copy and configure your original installed call center:
  1. Navigate to Salesforce Setup > Call Centers.
  2. Click on the name of the 8x8 Integration I3 call center (do not click Edit).

  3. Click Clone.
  4. Enter the following info to the newly cloned call center:
  5. Click Save.
  6. Continue to Add Salesforce Users to the Call Center.

Add Salesforce Users to the Call Center

Your Salesforce users must be added to an 8x8 call center for them to see their 8x8 communication panel.
Note: Salesforce limits individual user assignments to one call center at a time.
  1. To begin, navigate to Setup > Call Centers.
  2. Click on the Name of the call center you would like to add users to (do not click Edit).

  3. Scroll down (if needed) and click Manage Call Center Users.

  4. Click Add More Users.

  5. In Search for More Users, click Find to see a list of all available/unassigned users. You can also use filters to narrow your search as needed.

  6. Select the users who will have access to the 8x8 integration, then click Add to Call Center.

  7. Your Salesforce users can now click on their Home tab to log into and use the 8x8 Salesforce Integration.
  8. Continue to Configure the Salesforce Lightning Utility Bar, which is required for use of the integration in Lightning mode.

Configure the Salesforce Lightning Utility Bar

This step is also performed by the Salesforce administrator, and adds a Phone button to the Lightning Utility Bar. This allows users to pop up and use the embedded 8x8 communication panel.
Note: The integration supports general Salesforce application such as Sales. The Sales Console for Lightning and the Service Console for Lightning are also supported, but must be purchased from Salesforce.
  1. In Salesforce Lightning at the top-right, click the Setup icon and select Setup.
  2. Search for and click App Manager.

  3. The 8x8 integration supports all of the following Salesforce Lightning applications. Repeat the configuration steps below to add it to the Utility Bar of these applications, as needed:
    • Sales
    • Sales Console
    • Service Console
  4. Click the drop-down arrow in the row of the Lightning app you're adding the 8x8 integration to, and select Edit.

  5. In the Lightning App Builder, click Utility Items.
  6. Click Add Utility Item and select Open CTI Softphone.

  7. If desired, you can change the Label of the item as it will appear on the Utility Bar. Leave all other settings as they are.
  8. Click Save at the bottom of the screen.

  9. At the top-right of the screen, click the Back button. This will return you to the Setup Home tab.
  10. At the top-left of the screen, click the App Launcher icon.
  11. Click to launch the Lightning app you've added the 8x8 integration to.

  12. When users log in to Salesforce, the Phone button should now appear in the Utility Bar at the bottom-left of the screen. Note: If the Phone button does not appear for a user, verify that they've been added to the 8x8 call center, and refresh their browser tab for good measure. Clearing of the browser cache and cookies might also be needed.
  13. All users assigned in the 8x8 call center can now log in to their 8x8 extension:
    • Click the Phone button to bring the 8x8 communication panel into view.
    • Users should see an Allow Access? prompt the first time they click on Home or land on another Salesforce page where the integration is available. They must click Allow for the integration to work.
  14. Users can now log into the communication panel using their 8x8 credentials.

      

Localization Support

8x8 Integration with Salesforce is currently available in:
  • United States
  • United Kingdom
  • New Zealand (ANZ)
  • Australia
  • Republic of Ireland
  • France
Support is planned for the following regions (release dates still to be determined).
  • Belgium
  • Austria
  • Netherlands
  • Canada

Customization

While some parameters can be directly configured in the communication panel by agents, the v3.2 integration has no admin-customizable options.
However, if you require specific customizations of the integration, contact your Sales representative to engage our Professional Services team, who can determine feasibility and potential cost of any requested customization.

Additional Information

Further online documentation is available for installation, configuration, and use of the v3.1 integration:

Overview
8x8 is releasing a new Contact Center Integration for Salesforce. Currently this new integration is available only in Salesforce and Microsoft Dynamics.
In this article we provide a catalog of the changes that you'll see in the new 8x8 Contact Center Salesforce Integration over previous versions.
Applies To
  • 8x8 Contact Center
  • Agent Workspace
  • Integrations
  • Salesforce
8x8 Contact Center Salesforce Integration
What is the 8x8 Contact Center Integration?
The 8x8 Contact Center Integration is a collection of components in our Contact Center product that facilitates integration with external CRMs like Salesforce, Zendesk, ServiceNow etc. It allows users to search for CRM records, to screen pop them, and log tasks/activities against the records whilst handling contact from them.
The older integration, known as MAPanel, is present in both Agent Workspace and Agent Workspace user interfaces.
The new 8x8 Contact Center Integration currently applies to only to Agent Workspace embedded in Salesforce CRM.
What is Changing?
  • Agent Workspace: For customers who use Agent Workspace within Salesforce, there will be no change to the user experience.
  • Agent Workspace: Multiple updates include pronounced changes over the older MAPanel v1.1, as shown below.
Menu User Interface
The MAPanel menu UI component has been redacted in the new 8x8 Contact Center Integration.
MAPanel 1.1
8x8 Contact Center Integration
Settings
Settings that were previously located in the gear icon 
 menus have been moved.
To access the settings in the new 8x8 Contact Center Integration:
  1. Click on the drop-down arrow at the top.
  1. Click Work Offline.
  2. Then click My profile.
  1. In the popup window, click on the tabs at the top to locate all of the settings that were available in the old MAPanel interface.
Note: When you see a Save button in any particular section, you'll be required to click it to permanently apply any changes there. As usual, changes to any settings that do not have a Save button are automatically applied.
Searching for CRM records
The process for matching CRM records is radically improved.
Before the user answers an offered interaction, the 8x8 Contact Center Integration will indicate that it is searching for CRM records.
Toaster Notification Collapsed
Toaster Notification Expanded
If the user answers an offered interaction before the CRM search has completed, the user interface will indicate that a record search is being performed.
CRM Matching
The 8x8 Contact Center Integration within the Agent Workspace will display different visual cues for scenarios where there are no matching records, a single exact match, and multiple matches. This includes the number of matching records found.
No Match
Single Match
Multiple Matches
CRM Search & Linking Interactions
Within each 8x8 Contact Center Integration interaction, the user can search for other CRM records, and link the interaction to the required record.
MAPanel 1.0 Experience
8x8 Contact Center Integration Experience
Dispositions
The 8x8 Contact Center Integration offers users the ability to add dispositions for both 8x8 Contact Center and Salesforce, all using the familiar and efficient Agent Workspace user experience.
MAPanel 1.0 Experience
8x8 Contact Center Integration Experience
Reminders
Follow-up tasks/reminders can be scheduled for both 8x8 Contact Center and Salesforce if required.
It's also possible to configure the system to use only Salesforce reminders, or only 8x8 Contact Center reminders, or to not use reminders at all.
Notes
Multiple Notes fields can be configured in Salesforce CRM and are made accessible in the Notes tab.

Symptom

When you are logged into the 8x8 Work for Salesforce Integration communication panel (the dialer), inbound and outbound calls do not generate a Salesforce tab or window pop for the associated phone number.

Applies To

  • 8x8 Work for Salesforce Integration v3.1

Cause

The most common causes for not receiving a screen pop from the 8x8 Salesforce integration are:
  • Web Browser Issues:
    • Popups are disabled in the web browser.
    • The web browser cache is corrupted.
  • 8x8 Communication Panel Settings
    • Call pops are incorrectly configured in the 8x8 communication panel.
    • The supported Salesforce object has been disabled for search.
  • Salesforce Issues / Unknown Calls
    • The called/calling phone number is not associated with a supported Salesforce object.
    • Person Accounts are not supported.
    • Phone fields have been customized.
    • Salesforce Field-Level security permissions cause all call searches to fail.
  • Calls Have Multiple Matches
  • 8x8 Work Integration Limitation
    • 8x8 Work integration does not support inbound call features of ring groups, auto-attendant, and call queues.
    • The calling phone number is not passed to the integration, and the integration cannot find the related Salesforce entity.

Resolution

Web Browser Issues

Pop-Up Settings

The 8x8 Salesforce integration relies on window or tab pops, so browser popups must be enabled for call pops to work properly.
Please verify that popups are enabled/allowed in the web browser settings:

Browser Cache

Your web browser's cache is possibly corrupted with invalid information.
This can easily be fixed by performing one of the following:
As a test, try logging in to a different web browser, either on the same computer or on a different computer. This can help determine where the problem is if clearing the browser cache fails to resolve the issue.

8x8 Communication Panel Settings

The default behavior for 8x8 Work for Salesforce Integration v3.1 is to pop a new tab for single-match caller recognition.

Salesforce Object Search Support

One or more supported Salesforce objects may have been disabled for search in the agent's 8x8 communication panel.
If a phone number exists only in Salesforce objects that search has been disabled for (such as Contacts), the display will show Unknown and no screen pop will occur for that number.
clipboard_e200056b2ae60f165901912b877dca64c.png
Salesforce objects supported for search are:
  • Contact
  • Opportunity
  • Account
  • Lead
  • Case
To fix this:
  1. Navigate to Settings (gear icon) > Integrations > Salesforce > Search Types
  2. Verify and/or enable (green) the Salesforce object types you want searched when calls are received or initiated.
  3. Changes are immediate.
clipboard_e8603af9dbc8eb1406a4f526ddc47686e.png
Note: Fax phone fields are not supported for search by the integration in any Salesforce object.

Salesforce Issues

The called/calling phone number is not associated with a supported Salesforce object

When calls are made or received, the 8x8 integrations search through the user's Salesforce org to match the called or calling number.
If that phone number is not assigned to a Salesforce object supported by the integration such as an Account or Contact, the number match will fail.
In this case, the integration will display the phone number as Unknown, and no call pop can occur.

Person Accounts

It's possible that phone numbers in Salesforce are assigned to a Person Account. Person Accounts are a rare type of Salesforce object that have been converted from Contacts by Salesforce itself, at customer request.
Salesforce Person Accounts are not (and will not be) supported by the 8x8 Salesforce integration, and will not pop records on inbound or outbound phone calls.

Phone Field Customization

If the Salesforce Phone fields in a supported object (such as Contacts) have been significantly customized, phone numbers for inbound and outbound calls could fail to be recognized by the 8x8 integration, and will not pop a tab or window.
Changes like this are made by a Salesforce administrator/developer, and cannot be resolved by an end user without Salesforce Administrator role access.
Note that simply re-naming the Phone field label does not normally break this function.

Salesforce Field-Level security permissions cause call searches to fail

Field-Level Security of Salesforce object fields must be set to Visible, within the user profile assigned to an 8x8 integration user. If this is disabled, all search activity performed by the integration will fail.
Note that this setting also affects contact searches from the integration's Search tab.
 

Calls Have Multiple Matches

When calls are received or initiated, the integration searches all supported Salesforce objects that are enabled in the comm panel for a match against the called or calling phone number.
When more than one object matches the phone number, the comm panel will display Multiple Match, and no call pop will occur.
In this case, the agent must manually assign the correct Salesforce object to the call. The agent can also open/pop that object from the 8x8 comm panel.
clipboard_ee35a5c5988cad66c137a825a5298e759.png
  
clipboard_edd7aa46c6dd467d15d166e63bc45e9f6.png
  
clipboard_e8b7e3a9b22bc49023c02afd4484f17b7.png

Objective

Create a basic report for 8x8 user call activity in Salesforce, from data stored by the 8x8 Work and Contact Center for Salesforce integrations.
This process can apply to one or more agents, so if needed, agents can create their own reports. This assumes that the Salesforce Administrator has not denied the user access to Salesforce Reports. The reports created using this process in Salesforce Lightning can also be viewed in Classic mode.
Note: This guide is provided strictly for Salesforce user convenience. Support for creating reports in Salesforce is not provided by 8x8, and issues with reports should be directed to Salesforce.
clipboard_eb8970f9ab66650ffdd21f279ac167b1f.png

Applies To

  • 8x8 Work
  • 8x8 Contact Center
  • Salesforce

Procedure

These instructions will show you how to create a report in Salesforce Lightning that will both separate user Task activity into individual assigned user sections, and provide a sum total of each user’s call times for the day.
  1. In Salesforce Lightning, navigate to Sales (or another app of your choosing), then Reports > New Report.
  2. Choose Report Type > Tasks and Events > Continue.
    clipboard_e13b7671b6715cdf55bf468eed2d877c3.png
  3. Give your report a name at the top-left of the screen.
  4. Click on Fields at the far left to expand the Field list.
    clipboard_e406d10c3a7969fba70033c0f9a5ad0be.png
  5. Drag and drop the fields you want in the report. For this to work for sorting by user, and to display the Call Duration sums, you’ll need at least these two fields. Note: Custom 8x8 call log fields can also be added to a report, once they have been configured in Salesforce.
    • Assigned
    • Call Duration (seconds)
      clipboard_e77d6d67c04a4a2d3207e720d59ecbf2d.png
  6. On the Filters tab, set the filter variables for the report. For this example, the following options were selected:
    • Show Me: All Activities
      • If you are creating your own individual user report, select My activities, instead. See the screenshot below.
    • Date:
      • Date: Created Date
      • Range: Today
    • Show: Open & Completed Activities
    • Show: Tasks
      clipboard_e36eb10e3847d4dba447b684cb1c2ef9a.png
        
      clipboard_e6d4c9c3b60eda175e3d5f074505ce776.png
  7. Click on the drop-down arrow for Call Duration (seconds), click Summarize, and select (check) Sum.
    clipboard_e3647e22170e31b6240c61eac64f834e9.png
  8. Click on the drop-down arrow for Assigned and select Group Rows by This Field to force the separation of assigned user data.
    clipboard_e6104fc00a07460aa02c921793011cbe2.png
  9. You might immediately see a complete sample of what the report will look like, depending on the available data — in this example we're reporting on Today.
    clipboard_eb8970f9ab66650ffdd21f279ac167b1f.png
  10. Click Save & Run, then verify your report settings and click Save in the Save Report As window.
    clipboard_ec04814cded707675b56b8810b460166c.png
  11. At the bottom of the Report screen, there are slider switches that help control the view. Toggle them on and off to see what suits you best in the report view.
When you run your new report, Assigned users will be separated into their own sections, and the total Call Duration for each user is summed at the bottom of each user's section.
clipboard_e4eeba50dfd9a3c7958d3815f55c7bb0f.png
Note: The Call Duration (minutes) column can also be added to the report, but it cannot provide a total time sum in the report.
This is because Salesforce treats this as a text field, rather than a numerical field. Because of this, the Summarize option does not appear in the dropdown selection for the Call Duration (minutes) field.
clipboard_e02e5c3b92f86a198fe7acba725e97119.png

Symptom

  • When using a CRM Contact Center integration, you receive an error that reads, "Reconnecting to CRM..."
  • Multiple pop ups of the 8x8 integration panel
  • ServiceNow users will not the see floating integration window, unless they delete 8x8 cookies every single time (or if they enable this option)
Screenshot_22.jpg

Applies To

  • Salesforce
  • HubSpot
  • ZenDesk
  • NetSuite
  • Contact Center Integration
  • Pipedrive
  • ServiceNow

Resolution

To bypass the Third Party Storage issue, this flag will have to be disabled within the browser.

Chrome

  1. Go to chrome://flags/#third-party-storage-partitioning.
  2. Search for "Third-party storage partitioning."
  3. Set the flag to disabled.
  4. Relaunch the browser.
  5. Clear cache and continue to log in Salesforce again.

Firefox

  1. Got to about:config.
  2. Set privacy.partition.always_partition_third_party_non_cookie_storage to false.
  3. Clear cache and continue to log in to Salesforce again.

Edge

  1. Go to edge://flags/#third-party-storage-partitioning.
  2. Search for "Third-party storage partitioning."
  3. Set the flag to disabled.
  4. Relaunch the browser.
  5. Clear cache and continue to log in to Salesforce again.

Cause

Following a recent update to the Google Chrome browser 116.0.5845.82, released 09 August 2023, this update changed the way that browsers handle storage partitioning. To prevent certain types of side-channel cross-site tracking, Chrome is partitioning storage and communications APIs in third-party contexts. This change is known to have introduced issues where users are experiencing multiple integration windows popping up and integration panels being stuck on the reconnecting to Salesforce message.

Additional Information

For more information, see Chrome's documentation on Storage Partitioning.

Overview

8x8 is releasing a new Salesforce CRM Integration Interface upgrade for Contact Center. Currently, this new integration is available only in Salesforce and Microsoft Dynamics.
In this article, we'll show you how the integration can be manually set up for individual users as needed for testing, prior to complete migration.

Applies To

  • 8x8 Contact Center
  • Agent Workspace
  • Integrations
  • Salesforce

Procedure

The procedure below involves creating a new Salesforce Call Center, which will force display of the new 8x8 Contact Center integration to any assigned agent. 
  1. In Salesforce at the top-right, go to the gear icon and click Setup.
    clipboard_e5e085456f0fb3e308c240e3316dd4b7b.png
  2. Search for and click on Call Centers.
    clipboard_e94d52bff5f864340d08dfa7d231c4911.png
  3. In All Call Centers, click to view the 8x8 Integration I3 call center which is currently being used. This name will appear differently if you have renamed the call center.
    clipboard_e49fd90b993a6580ce745e8707a0bb6cc.png
  4. Click the Clone button.
    clipboard_ef5deb9a2f478426eb9a4ac2e062b9b26.png
  5. In the new call center clone, enter a new InternalName. (See screenshot below for an example.)
  6. Change the Display Name to something that can be easily distinguished in your All Call Centers list.
  7. Change the CTI Adapter URL:
    1. Change mapanelweb to mashell
    2. Delete launcher/ from launcher/salesforce.html
    3. Add this extra parameter to the end of the URL: &nextGen=true
BEFORE: For example, this previous URL:
  • https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?env=salesforce&companel=vcc&vccmode=3&vccDomain=https://sso.8x8.com/login/vcc-na1&ssoMode=false
AFTER: Would be updated to:
  • https://cloud8.8x8.com/mashell/public/salesforce.html?env=salesforce&companel=vcc&vccmode=3&vccDomain=https://sso.8x8.com/login/vcc-na1&ssoMode=false&nextGen=true
 
  If you are testing in a sandbox Salesforce environment you will need to include &sandbox=true to the URL.
  • https://cloud8.8x8.com/mashell/public/salesforce.html?env=salesforce&companel=vcc&vccmode=3&vccDomain=https://sso.8x8.com/login/vcc-na1&ssoMode=false&nextGen=true&sandbox=true
*If the tenant is NA6, the CTI URl will be as follows.
  • https://cloud8.8x8.com/mashell/public/salesforce.html?env=salesforce&companel=vcc&vccmode=3&vccDomain=https://sso.8x8.com/login/vcc&ssoMode=false&nextGen=true
  1. Click Save.
    clipboard_e31ad1efb08f605aac60c8bf0be5e9171.png
  2. In All Call Centers, you will see that your new call center has been created.
    clipboard_e199b38cf72f61a90700ae44c358d7121.png
  3. Click on the new call center and click Manage Call Center Users.
  4. Assign your test users to the new call center.
  5. You can now begin testing the new interface.
 
Important: Users can be assigned to only one Call Center at a time.
If your test users are currently assigned, you must first remove them from the original call center and then add them to the new one.
clipboard_e71e56d7229fb79fe38c089d2519d1b26.png

Additional Information

For details on what changes the new interface includes, you can check out this Salesforce CRM Integration Interface Upgrade Overview .

Symptom

  • 8x8 Integration Panel does not screen pop on inbound calls
  • 8x8 Integration Call Logs does not pop at the end of calls
  • 8x8 Contact Center integration panel shows message that reads, "Reconnecting to CRM..."
  • Multiple pop ups of the 8x8 integration panel
  • 8x8 integration with ServiceNow, the integration panel does not open
  • 8x8 Integration Panel settings are not saved

Applies To

  • Salesforce
  • HubSpot
  • ZenDesk
  • NetSuite
  • Contact Center Integration
  • Pipedrive
  • ServiceNow

Resolution

To bypass the Third Party Storage issue, this flag will have to be disabled within the browser.

Chrome

  1. Go to chrome://flags/#third-party-storage-partitioning.
  2. Search for "Third-party storage partitioning."
  3. Set the flag to disabled.
  4. Relaunch the browser.
  5. Clear cache and continue to log in Salesforce again.

Firefox

  1. Got to about:config.
  2. Set privacy.partition.always_partition_third_party_non_cookie_storage to false.
  3. Clear cache and continue to log in to Salesforce again.

Edge

  1. Go to edge://flags/#third-party-storage-partitioning.
  2. Search for "Third-party storage partitioning."
  3. Set the flag to disabled.
  4. Relaunch the browser.
  5. Clear cache and continue to log in to Salesforce again.

Cause

Following a recent update to the Google Chrome browser 116.0.5845.82, released 09 August 2023, this update changed the way that browsers handle storage partitioning. To prevent certain types of side-channel cross-site tracking, Chrome is partitioning storage and communications APIs in third-party contexts. This change is known to have introduced issues where users are experiencing multiple integration windows popping up and integration panels being stuck on the reconnecting to Salesforce message.

Additional Information

For more information, see Chrome's documentation on Storage Partitioning.