Individual System Sign-On provides Salesforce integration with Virtual Contact Center from the Agent Console environment. Salesforce users have to enter their user ID and password to log in to Virtual Contact Center.
Note: Salesforce does not support iframing by default, and Salesforce pages are accessed in a separate window. If you want to maintain the ability to see your Salesforce pages within Agent Console, you can contact the Salesforce support and request them to turn off the Clickjack protection. A Salesforce representative with the right permissions can turn off the Clickjack protection.
Setting up Salesforce for Individual System Sign-On integration with 8x8 Virtual Contact Center requires the Salesforce administrator to:
Setting up Salesforce integration with 8x8 Virtual Contact Center requires the Salesforce administrator to:
To set up visibility on call log fields:
For some user roles in Salesforce, the API is not enabled by default. The integration can function if the user account enables API in the administrative permissions.
To enable API:
To enable Salesforce integration for a tenant, you have to configure screen pop settings in Configuration Manager. The configuration requires you to select a target CRM, specify events that trigger screen pop for customer data, and specify screen pop window properties in Configuration Manager. An agent must then save the login credentials of the external CRM account in the agent’s profile. Integration enables searching for records containing phone data matching caller ID, and pops up the corresponding record(s) for specific events.
The events triggering a screen pop may be one or all of the following:
A screen pop is the process of presenting customer data to an agent automatically during an interaction, eliminating the need to manually search for the customer data. The process involves searching for account, contact, and lead records with:
Note: For screen pop to work, the required objects must be visible to the agent.
A screen pop occurs for:
If the search brings up multiple records, the screen pop lists all matches in a table, and displays the details of the first record. If the search fails to find matching records, a blank record pops up to create a new customer record or case, or a new contact.
To define screen pop settings for Salesforce CRM:
|Target Type||Select Salesforce as the target CRM to integrate with.|
|Integration Type||Select from the two available integration types: Legacy or Enhanced.|
|This option instructs a tenant to execute a custom XML Salesforce integration script using the specified script URL.|
If customization is enabled, Script URL must contain a valid URL that points to the location of the custom script. Once the script URL is specified and the screen pop page is saved, all features and functionality of the standard integration are replaced with the custom functionality. Agents see the changes with their next login.
|Use client login session to pop||Select Use client Login Session to pop to enable support for the Salesforce security setting Lock sessions to the IP address from which they originated.|
Note: Enable 8x8 CRM allows you to access Virtual Contact Center CRM by opening the Cases, Customers, and Tasks tabs.
Termination of all interactions using the enhanced integrated Agent Console triggers an auto log. The integration now supports automatic generation of call logs, chat logs, and email logs for all inbound and outbound interactions. An auto log is a record that automatically logs interaction details of all interactions across all media and relates to an appropriate object. For example, a call log includes information such as call duration, call answered time, call hang-up time, interaction ID, and call type. An auto log generates automatically at the end of interaction post-processing.
An auto log is created for:
An inbound auto log automatically associates with a matching contact record, provided the contact is associated with a company, while an outbound auto log creates an independent task.
Note: If a contact record is not linked to a company, the inbound call log is not associated with the contact record. The log saves as a stand-alone phone call or task.
|Open new window for screen pop||This option allows agents to view of interactions in a stand-alone pop-up window instead of opening new tabs within Agent Console. |
If an interaction is connected to multiple records, a tab opens, listing all matching records. You can click a record to view the record details.
If the option is disabled, the native CRM URL is launched within Agent Console. Along with this option, two more options are available:
Note: Show toolbar is not supported on Internet Explorer 9.
|Size and Position||Specify the exact dimensions of the screen pop window and its position on the screen.|
Note: The configuration of screen pop window properties may be controlled by agents from Agent Console if the administrator extends this capability to agents. Go to My Profile > External Setup to configure the setting.
To enable agent accounts for Salesforce integration, agents must save their Salesforce login credentials in the profile. Salesforce requires you to append a security token to the password for security purposes.
To enable an agent account for integration:
Note: You must append a security token to the password. For example, if your password is <mycode>, and your security token is <xxxxx>, then you must enter <mycodexxxxx> to log in.
To log in to Salesforce from an external network, via API, or from a desktop client, you need a security token. A security token is an automatically-generated key within Salesforce that is communicated to you along with your login credentials. You must add the security token to the end of your password to log in to Salesforce.
You may reset your security token any time.
To reset your security token:
Virtual Contact Center offers click-to-dial API, which allows you to click custom hyperlinked phone numbers in CRM records to initiate outbound calls from the native Salesforce interface. This eliminates the need to enter an outbound phone number in the Agent Console Control Panel. The typical usage of click-to-dial is to create functional hyperlinks on CRM records to dial out to the corresponding customer phone number.
Note: Only enhanced and legacy integration use click-to-dial; it is not required for Open CTI SSO integration.
Setting up a Salesforce account to use click-to-dial functionality requires the following configuration:
To set up the click-to-dial functionality:
|Label||The text displayed for the custom button or link.|
|Name||The unique name to reference the button or link.|
|Description||A brief note for administrators.|
|Display Type||Determines the type of custom link or button.|
Select Detail Page Button to add a button to the Custom Buttons section of your page layout.
|Behavior||Determines the outcome of clicking the button or link.|
Select Display in new window.
|Content Source||Select URL to show the content of the button.|
|Content||Enter the content of the button for the URL. This varies based on the platform of your tenant.|
To edit a page layout:
To verify click-to-dial:
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