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2024 8x8 Integrations End of Life (EOL) and Upgrades

Updated: 09/03/2024

Overview

In an effort to bring our integrations into a single flexible platform, 8x8 will soon permanently retire older, legacy 8x8 Work and 8x8 Contact Center integrations.
If you currently use a legacy integration in your supported CRM, you should upgrade it to the latest version.
Please see below for details about your specific 8x8 Integration(s).

Applies To

  • 8x8 Legacy Integrations (EOL) for Salesforce, Zendesk, and NetSuite
  • 8x8 Work
  • 8x8 Contact Center
  • Legacy Integration End-of-Life (EOL)
  • Maestro Integration (Upgrade to)

Important Note about this End of Life Announcement

This article refers to the End of Life (retirement) of all older, legacy CRM integrations, and applies to the following:
8x8 Work:
  • Salesforce: Legacy 8x8 Work integration v2.8 is not being retired at this time. However, as always 8x8 recommends that customers upgrade this integration to the latest (v3.1 or v3.2). The installed version will appear in Salesforce in Setup > Installed Packages.
  • Zendesk: Legacy 8x8 Work integration v2.2 already redirects users to the latest communication panel, which is provided from our most recent integrations platform. If desired, existing customers can install the version 3.1 integration from the Zendesk Admin Center > Zendesk support apps,
  • NetSuite: The legacy NetSuite integration was retired on June 1, 2024.
8x8 Contact Center:
Salesforce: 
  • The required, corrrect non-legacy integration package installed into Salesforce appears in Salesforce > Setup > Installed Packages with a Package Name of 8x8Integrations, and with a Version Number of 1.0, 1.1, or 1.2.
  • During package installation, you may also see a reference to v3.1 or v3.2. This is correct and expected.
  • Note that this latest (current non-legacy) integration supports both 8x8 Work and 8x8 Contact Center integration.
  • All Contact Center customer users using previous integration versions began receiving redirects to the latest integration communication panel on Augusy 22, 2024.
  • However, we recommend that customer Contact Center admins update their CTI URL in their Salesforce call center(s) to avoid experiencing these redirects. The new URLs are listed in the Salesforce section, below.

 
Zendesk
  • The required, correct non-legacy integration appears in the Zendesk Admin Center > Zendesk support apps, displays Version: 3.1, and supports both 8x8 Work and 8x8 Contact Center integration.
  • ALL other 8x8 integrations in Zendesk are effectively retired, and users are being redirected to the latest integrations, either 8x8 Work (UC) or Contact Center (CC).
NetSuite:
All NetSuite integrations were upgraded as of June 1, 2024.
 

Integrations

The following 8x8 Integrations are affected:
  • Salesforce
  • Zendesk
  • NetSuite

Salesforce

The legacy 8x8 Work integration v2.8 is not being retired at this time. However, as always 8x8 recommends that customers upgrade this integration to the latest version (v3.1 or v3.2). The installed version number will appear in Salesforce in Setup > Installed Packages.

Questions & Answers

Do I have to upgrade?

If you aren’t already using it, you should upgrade to the latest version to avoid possible user redirects to the latest integration platform communication panel.

How do I perform the upgrade to the latest version?

Our Knowlegebase installation guide is here: Install Salesforce Integration v 3.2 for 8x8 Work and Contact Center.  
To update your 8x8 Integration for Salesforce CTI URL:
  1. In Salesforce, Go to Setup
  2. Within the Quick find search bar, search for and click Call Centers.
  3. Select the 8x8 Integration call center set up you wish to upgrade.
  4. Click Edit.
  5. Enter the new CTI Adapter URL from the table below.
  6. Click Save.
8x8 Work for Salesforce - CTI Adapter URL
Setup
Update your CTI Adapter URL to:
For non-single sign on users
https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?env=salesforce&companel=vo
For single sign on users
https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?env=salesforce&companel=vo&ssoMode=true
For Sandbox environment 
https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?env=salesforce&companel=vo&sandbox=true
 
8x8 Contact Center for Salesforce - CTI Adapter URL
Setup
Update your CTI Adapter URL to:
Salesforce production for 8x8 Unified Login with 8x8 Work tenants (SSO)
https://cloud8.8x8.com/mashell/public/salesforce.html?env=salesforce&companel=vcc&vccmode=3&vccDomain=https://sso.8x8.com/login/vcc-naX&ssoMode=true
--------------------------
Note: Change naX to the cluster designation of your Contact Center service.
Salesforce production for 8x8 Unified Login with 8x8 Work tenants (non-SSO)
https://cloud8.8x8.com/mashell/public/launcher/salesforce.html?env=salesforce&companel=vcc&vccmode=3&vccDomain=https://sso.8x8.com/login/vcc-naX
--------------------------
Note: Change naX to the cluster designation of your Contact Center service.
Salesforce production for 8x8 Unified Login tenants (SSO)
https://cloud8.8x8.com/mashell/public/salesforce.html?env=salesforce&companel=vcc&vccmode=2&vccDomain=https://sso.8x8.com/login/vcc-naX&ssoMode=true
--------------------------
Note: Change naX to the cluster designation of your Contact Center service.
Salesforce production for 8x8 Unified Login tenants (non-SSO)
https://cloud8.8x8.com/mashell/public/salesforce.html?env=salesforce&companel=vcc&vccmode=2&vccDomain=https://sso.8x8.com/login/vcc-naX
--------------------------
Note: Change naX to the cluster designation of your Contact Center service.
Salesforce production for legacy 8x8 Contact Center tenants
https://cloud8.8x8.com/mashell/public/salesforce.html?env=salesforce&companel=vcc&vccmode=1&vccDomain=https://vcc-naX.8x8.com
--------------------------
Note: Change naX to the cluster designation of your Contact Center service.
For details about your URL structure as a legacy customer, refer to our 8x8 Contact Center Platform URL Guide.
Salesforce Sandbox
https://cloud8.8x8.com/mashell/public/salesforce.html?env=salesforce&companel=vcc&vccmode=1&vccDomain=https://vcc-naX.8x8.com&sandbox=true
--------------------------
Note: Change naX to the cluster designation of your Contact Center service.

What if I need extra support?

8x8 is here to help. In the event that you need assistance, please Create a Case with 8x8 Support.
 

Zendesk

The correct non-legacy integration appears in the Zendesk Admin Center > Zendesk support apps, displays Version: 3.1, and supports both 8x8 Work and 8x8 Contact Center integration.
ALL other 8x8 integrations in Zendesk are effectively retired, and users are now being redirected to the latest integrations, either 8x8 Work (UC) or Contact Center (CC).

Questions & Answers

How do I perform the upgrade to the latest version?

To install the latest 8x8 Integration for Zendesk, follow these instructions.

Do I have to upgrade?

To continue using the 8x8 Integration for Zendesk, you should upgrade to the latest version as soon as possible.

What if I need extra support?

8x8 is here to help. In the event that you need assistance, please Create a Case with 8x8 Support.

Can I test the integration prior to upgrading my whole tenant?

Yes. Once installed, both the old and new integration can function on your service at the same time. Users will be able to test the new integration whilst the majority still use the old version. Note that if you delete the old package this will not be recoverable.
Note: If you add a user to multiple integration versions, the icon for each will appear at the top-right of the Zendesk interface, but each user can be logged into and use only one integration at a time.
 

NetSuite

On June 1, 2024, 8x8 we discontinued support for all but the latest version (v3.1.1) of the 8x8 Integration for NetSuite. This includes the integrations for both 8x8 Work and 8x8 Contact Center.

Questions & Answers

How do I upgrade to the latest version?

For this you will need to enable OAuth 2.0 within your NetSuite tenant, and then install the latest 8x8 integration for NetSuite.
The steps for these processes are outlined in the NetSuite Administrator’s Guide.

Do I have to upgrade?

To continue using the 8x8 Integration for NetSuite, you will need to upgrade to the latest version before the final deadline of June 1, 2024. We advise that you do this as soon as possible.

Can I test the integration before upgrading my whole tenant?

Yes, you can install the new NetSuite integration into a sandbox or existing environment and create a new portlet for a small group of users to access to test the new Integration.
  1. Leave your existing integration package installed during this testing phase.
  2. Install the new integration package following the steps documented here.
  3. Add a new portlet assigned only to designated test users.
  4. When your testing is complete and you are ready to move to the new integration version, then add the new integration portlet to all of your users.

What if I need extra support?

8x8 is here to help. In the event that you need assistance, please Create a Case with 8x8 Support.