Install and configure version 3.1 of the integration for Salesforce

8x8 Contact Center now supports Open Computer Telephony Integration (CTI) with support for Single Sign-On access from the native Salesforce environment. Salesforce users can launch 8x8 Contact Center with just a click while in the Salesforce application, and take advantage of the benefits of integration.

  • Ability to launch 8x8 Contact Center from the comfort of the Salesforce dashboard
  • Reduced 8x8 Contact Center sign-in time while working in Salesforce
  • Improved security; Salesforce user credentials do not need to be stored in 8x8 Contact Center
  • Support for both Salesforce Service Console and non-Console mode in Salesforce
  • Ability to dial out calls using native click-to-dial links in Salesforce Service Console and non-Console mode

The integration allows you to perform your Salesforce account activities using the integrated (Undefined variable: 8x8VariablesSet.AgtConsole ) with the following features:

  • Multichannel support, including phone, chat, and voicemail channels
  • Visibility of queue status and agent presence
  • Support for screen pop of the matching end user data during inbound interactions
  • Support for screen pop during phone calls (based on caller ID)
  • Support for screen pop during chats (based on email ID in 3.1)
  • Ability to search based on arbitrary data (requires customization)
  • Ability to record custom messages for agents
  • Ability to track historical data of agent activity using historical reports (for supervisor only)
  • Ability to monitor agent activity (for supervisor only)
  • Administrative access to a Salesforce account
  • Administrative access to an 8x8 Contact Center account

The auto log from an interaction is saved to the Comments field, which limits the data size to 4000 bytes. If an interaction log exceeds 4000 bytes, you cannot save the log.

Install and configure Single Sign-On integration

Note: Version 3.1 of 8x8 Contact Center integration with Salesforce only supports Single Sign-On for users with 8x8 Unified Login, and 8x8 Unified Login with 8x8 Work. If you use a legacy 8x8 Contact Center tenant, Single Sign-On functionality is not supported. Salesforce Professional Edition is not supported.

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

You must install the 8x8 Contact Center package for Single Sign-On.

To install the integration packages:

  1. Log in to Salesforce as an administrator. If you are using a custom domain, you must log in using your custom domain name.
  2. Use the following URLs to set up the desired Salesforce environment:

  3. Select which user types to install for, and confirm to install.

  4. At the notification that the installation is complete, click Done to open your list of packages installed in Salesforce. Under Installed Packages, you see 8x8integrations along with the package installation details.

In order for the integration to function with a user role, ensure that API is enabled for the selected user roles in the administrative permissions.

To enable API:

  1. In the Salesforce Setup navigation menu on the left, go to Users > Profiles.
  2. Select the user role you need, and click Edit.
  3. Under the Administrative Permissions of the user profile, ensure that the API Enabled check box is selected.
  1. In the Salesforce Setup navigation menu on the left, go to Feature Settings > Service > Call Center > Call Centers.

    The page displays the available call center packages installed.

  2. Next to the 8x8 Integration I3 package, click Edit.

    Note: Edit the placeholder CTI Adapter URL with the URL for your cluster as shown in the table below. The format of the URL is as follows:

    Note: You can also get the cluster URL your tenant is hosted on by looking at the browser URL once you log in to (Undefined variable: 8x8VariablesSet.AgtConsole ) or 8x8 Configuration Manager, such as <na12> in <<https://vcc-na12b.8x8.com>

    Note: If a customer is on an na6 cluster and a mode 3 tenant, the vccDomain is: https://sso.8x8.com/login/vcc instead of https://sso.8x8.com/login/vcc-na6.

    3. Tenant CTI Adapter URL Link Example
    X Series: Salesforce production for 8x8 Unified Login with 8x8 Work tenants (SSO) 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

    Note: For clusters outside of
    North America, use the appropriate cluster URL.

    Salesforce production for 8x8 Unified Login with 8x8 Work tenants (non-SSO) 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

    Note: For clusters outside of
    North America, use the appropriate cluster URL.

    Salesforce production for 8x8 Unified Login tenants (SSO) https://cloud8.8x8.com/mapanelweb/
    public/launcher/
    salesforce.html?env=salesforce&companel=
    vcc&vccmode=
    2&vccDomain=https://sso.8x8.com/login/vcc-naX&ssoMode=true    		 https://cloud8.8x8.com/
    mapanelweb/
    public/launcher/
    salesforce.html?env=
    salesforce&companel=
    vcc&vccmode=2&vccDomain=
    https://sso.8x8.com/login/vcc-na1&ssoMode=true

    Note: For clusters outside of
    North America, use the appropriate cluster URL.

    Salesforce production for 8x8 Unified Login tenants (non-SSO) https://cloud8.8x8.com/mapanelweb/
    public/launcher/
    salesforce.html?env=salesforce&companel=
    vcc&vccmode=
    2&vccDomain=https://sso.8x8.com/login/vcc-naX    		 https://cloud8.8x8.com/
    mapanelweb/
    public/launcher/
    salesforce.html?env=
    salesforce&companel=
    vcc&vccmode=2&vccDomain=
    https://sso.8x8.com/login/vcc-na1

    Note: For clusters outside of
    North America, use the appropriate cluster URL.

    Salesforce production for legacy 8x8 Contact Center tenants https://cloud8.8x8.com/mapanelweb/
    public/launcher/
    salesforce.html?env=salesforce&companel=
    vcc&vccmode=1&vccDomain=
    https://vcc-naX.8x8.com

    Note: For details on your URL structure as a legacy customer,
    refer to our Platform URL guide.

    		 https://cloud8.8x8.com/
    mapanelweb/
    public/launcher/
    salesforce.html?env=
    salesforce&companel=
    vcc&vccmode=1&vccDomain=
    https://vcc-na1.8x8.com

    Note: For clusters outside of
    North America, use the appropriate cluster URL.

    Salesforce Sandbox https://cloud8.8x8.com/mapanelweb/
    public/launcher/
    salesforce.html?env=salesforce&companel=
    vcc&vccmode=
    1&vccDomain=
    https://vcc-naX.8x8.com&sandbox=true
    * You must append &sandbox=true to the URL
    for your cluster and tenant.     		https://cloud8.8x8.com/
    mapanelweb/
    public/launcher/
    salesforce.html?env=
    salesforce&companel=
    vcc&vccmode=1&vccDomain=
    https://vcc-na1.8x8.com&sandbox=true

    Note: For clusters outside of
    North America, use the appropriate cluster URL.
  3. Click Save to proceed to adding users.

In this step, identify and set up Salesforce users acting as call center agents.

  1. In the Salesforce Setup navigation menu on the left, go to Feature Settings > Service > Call Center > Call Centers.
  2. Next to the 8x8 Integration I3 package, click Edit.
  3. In the package details, click Manage Call Center Users.
  4. Click Add More Users to add filters to search for specific users, and click Find.
  5. From the list of users, select the desired users, and click Add to Call Center.

For Salesforce users to log in to 8x8 Contact Center, you must create an agent account, or edit an existing one, in 8x8 Admin Console or Account Manager. Before you start, locate the agent’s Salesforce username.

For customers using 8x8 Admin Console:

  1. Log in to 8x8 Admin Console.
  2. Go to Home > Users and edit the user profile of the prospective Salesforce user.
  3. Scroll down to Advanced settings > Third-party integration.
  4. Enter the Third party (CRM name) and Username (of the user when they log in to Salesforce), and click Save.

    You have now completed the integration setup.

For customers using Account Manager:

  1. Log in to Account Manager.
  2. Go to Accounts > User Profiles and edit the user profile of the prospective Salesforce user.

  3. Enter the Salesforce ID and click Save.

    You have now completed the integration setup.

    Note: The Salesforce ID email address must match the username the agent uses to log in to Salesforce.

In this step, enable integration with Salesforce Lightning apps so the integration can be accessed.

  1. In the Salesforce Setup navigation menu on the left, go to Apps > App Manager to open your list of Salesforce apps.
  2. Next to the Salesforce Lightning app you want to enable for the integration, click and select Edit.
  3. In the Utility Items (Desktop Only) section of the app settings:
    1. Click Add Utility Item.
    2. Enter <softphone> in the search box, and select Open CTI Softphone in the search results.
    3. Enter a Label name for the integration icon (such as 8x8 Phone).
    4. Enter a Panel Width of <260> and a Panel Height of <700>.
    5. Verify that the Start automatically option is selected.
    6. Click Save.
  4. Repeat for all Salesforce apps you want to enable for the integration.

When you open a Salesforce app you enabled, click the button in the footer with the label name you entered earlier, and log in to 8x8 Contact Center.

In order for 8x8 to properly access Salesforce data, you must allow pop-ups in Chrome and whitelist the 8x8 cloud domain URL.

In addition, the first time you try to open 8x8 Contact Center for Salesforce, you get a notification that a pop-up is blocked in your URL bar. In order for the integration to work, you must accept prompts from Salesforce and 8x8 to allow the integration to access Salesforce data.

To allow 8x8 to access Salesforce data:

  1. When you see the blocked pop-up notification, click the icon in the URL bar to open a notification box.
  2. In the notification box, select the Always allow pop-ups and redirects option, and click the URL that shows up above the option to open a Salesforce access prompt.
  3. Review and accept the Salesforce prompt.
  4. If you are a Single Sign-On user, accepting the Salesforce prompt opens a similar 8x8 prompt. Review and accept the 8x8 prompt to return to Salesforce.

    The 8x8 integration is now able to access Salesforce data.

The 8x8 Contact Center API token is a unique identifier that authenticates and allows access to 8x8 Contact Center call recordings.

To generate API token in 8x8 Configuration Manager:

  1. Log in to 8x8 Configuration Manager as an administrator.
  2. Go to Integration > API Token.
  3. Click New Token to generate a new token for security reasons.
  4. Copy the secure access token and paste into an email or share it with the agent who wishes to access the recorded calls.
    After receiving the token, the agent must open Settings in the integration, go to Advanced, enter the token in the VCC CM Integration Data Request Token field, and click Save.

    Note: The URL format of Your VCC domain must match your contact center's service type:
    -General Virtual Contact Center for Salesforce users (legacy), must enter https://vcc-naX.8x8.com.
    -Virtual Contact Center for Salesforce users who have opted for 8x8 Unified Login must enter their SSO link: https://sso.8x8.com/login/vcc-naX.
    -Virtual Contact Center for Salesforce users who have opted for 8x8 Unified Login with 8x8 Work must also enter their SSO link https://sso.8x8.com/login/vcc-naX.