Configure 8x8 Virtual Contact Center Integration for Salesforce: Individual System Sign-On (Version 1.0 only)

Individual System Sign-On provides Salesforce integration with 8x8 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.

Individual System Sign-On provides CRM integration with Virtual Contact Center from the Agent Console environment. CRM users have to enter their user ID and password to log in to Virtual Contact Center.
The Individual System Sign-On includes both Enhanced and Legacy integration:

  • Enhanced Integration: With enhanced integration in Version 1.0, records pop with matching caller ID, case ID, or email ID, and are presented in a custom format within Agent Console. The screen pop is based on caller ID for phone calls, case ID or email ID for chats, and email ID for email interactions. Enhanced integration also creates auto call logs, chat logs, and email logs.
  • Legacy Integration: With legacy integration in Version 1.0, records pop with matching caller ID, case ID, or email ID from Salesforce CRM in a separate browser window.

    Note: Legacy integration requires agents to initiate a Salesforce CRM instance by selecting External CRM from the Agent Console main menu options.

    The following table summarizes the differences between Enhanced and Legacy integration:

    EnhancedLegacy
    Signs in to Salesforce account automatically.You must manually initiate the Salesforce account.
    Provides a custom tab for launching the native Salesforce interface.Opens the native Salesforce interface in a separate browser window.
    Supports Auto Log for phone, voicemail, chat, and email.Does not support Auto Log for any media.
    The screen pop searches for account, contact, and lead records with:
    • Phone field matching Caller ANI for phone and voicemail media
    • Case numbers matching case ID for chat media
    • Email field matching email ID for email media

    Note: For screen pop, the required objects must be visible to the agent.

    The screen pop searches for account, contact, and lead records with:
    • Phone field matching Caller ANI for phone and voicemail media
    • Case numbers matching case ID for chat media

    Note: For screen pop, the required objects must be visible to the agent.

    Fetches and presents multiple listings if the search retrieves multiple records. Presents only the first listing.
    Allows opening a new window for each screen pop and controlling its occurrence.Allows opening a new window for each screen pop and controlling its occurrence.
    Supports customization of CRM workflow.Does not support any customization.

Set up Individual System Sign-On Integration

Setting up Salesforce for Individual System Sign-On integration with 8x8 Virtual Contact Center requires the Salesforce administrator to: