Objective

• 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

• 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

Before You Begin

• Salesforce Integration: Field-Level Security Causes Call Search to Fail with Unknown

Procedure

• 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

1. Install the v 3.2 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 v 3.2 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:
   • Install in Production
   • Install in Sandbox
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

• Call Center Configuration for 8x8 Work
• Contact Center Call Center Configuration
• Call Center Configuration for both 8x8 Work and Contact Center

Call Center Configuration for 8x8 Work

1. After installing the 8x8 integration package, navigate to Call Centers.
2. Click 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.

4. Click Save.
5. Continue to the section, below: Add Salesforce Users to the Call Center.
   
   
   

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

• Account: &shareableremix=sfaccount
• Contact: &shareableremix=sfcontact
• Lead: &shareableremix=sflead
• Opportunity: &shareableremix=sfopportunity

• 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.

Call Center Configuration 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.

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• Salesforce Integration: Shareable Remix CTI Adapter URL Suffix

Call Center Configuration for Both 8x8 Work and Contact 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:
   • InternalName: VOI3
   • DIsplayName: 8x8 Integration I3 VO
   • CTI Adapter URL: Follow the Call Center for 8x8 Work setup.
5. Click Save.
6. Continue to Add Salesforce Users to the Call Center.
   
   
   

Add Salesforce Users to the Call Center

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 or 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

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

• United States
• United Kingdom
• New Zealand (ANZ)
• Australia
• Republic of Ireland
• France

• Belgium
• Austria
• Netherlands
• Canada

Customization

Additional Information

• 8x8 Work for Salesforce v 3.1 for Administrators
• 8x8 Work for Salesforce v 3.1 for Agents
• Contact Center for Salesforce - Admin Guide
• Contact Center for Salesforce - Agent Guide