FAQ: Salesforce integration

Check out the following questions that are frequently asked by our customers, and our responses for them.

How do I clear the browser cache?

The first step in the troubleshooting procedure is to clear your browser cache. Follow the procedure below for the Internet Explorer, Firefox, and Chrome browsers:

  1. Click in the top-right corner of your Firefox browser window.
  2. Select Options from the menu.
  3. Select Advanced.
  4. Click the Network tab.
  5. Under Cached Web Content, click Clear Now.
  6. Click OK.
  1. Open in the top-right corner of your Chrome browser window.
  2. Select Settings from the menu.
  3. Click Show Advanced Settings at the bottom of the page.
  4. Under Privacy, click Clear browsing data.
  5. Select the following check boxes from the list:
    • Cookies and other site and plugin data.
    • Cached images and files.
  6. Click Clear Browsing Data.

How do I allow pop-up browser windows?

Ensure that browsers are set to allow pop-ups. To check whether your browser allows pop-ups from 8x8, place an inbound call to the agent on 8x8 Agent Workspace.

  1. Click in the top-right corner of your Firefox browser window.
  2. Select Options.
  3. Select Content from the top panel.
  4. Click Exceptions.
  5. Enter the 8x8 Contact Center website address.
  6. Click Allow.
  7. Click OK.
  1. Click to open the menu in the top-right corner of your Chrome browser window.
  2. Go to Settings.
  3. Click Show Advanced Settings at the bottom of the page.
  4. Under Privacy, select Content settings.
  5. Under Plug-ins, click Manage exceptions.
  6. Enter the 8x8 Contact Center domain address.
  7. Select Allow from the drop-down list.
  8. Click Done.

How do I add URLs as trusted domains?

Check with your IT administrator to see if your company has blocked the URL domain for the 8x8 cluster. Your company's IT department may have configured the router or changed the registry to block some websites. If so, you must allow or add the URL domain that has your 8x8 Contact Center tenant (such as https://vcc-naX.8x8.com/AGUI/login_ns_sso.php?tenant=yourtenantname) to access the 8x8 URL domain.

For details on Salesforce environments, see https://developer.salesforce.com/page/An_Introduction_to_Environments.

  1. Log in to your Salesforce account.
  2. Select Setup from upper right corner of the window.
  3. From the SETTINGS section in the left menu panel, click Company Settings > Company Information .
    The Company Information page opens. You can find the edition in Organization Edition field. For details, see the Salesforce FAQ at https://help.salesforce.com.

You can check your 8x8 Contact Center version by logging in to your 8x8 Configuration Manager:

  1. Log in to 8x8 Configuration Manager.
  2. Go to Home > Profile.
  3. Look for Version - Package in the Overview section of the page.

8x8 8x8 Contact Center offers three types of integration:

  • Open CTI or Single Sign-On (Recommended)
    • Console Mode (ServiceCloudConsole): The screen pop occurs in separate tabs within the dashboard. You can manage your interactions better in tabbed mode. For details on setting up a Salesforce Console, see the video on setting up Console Mode.
    • Non-Console Mode (SalesView): The screen pop occurs in a separate browser session. Each new screen pop shows either on a new browser session or refreshes the same browser window.
  • Enhanced
  • Legacy

Note: The click-to-dial function is not required with Open CTI Integration. This is required only for Individual System Sign-On.

Setting up a Salesforce account to use click-to-dial functionality requires the following configuration:

  1. Creating a new custom link to trigger click-to-dial.
  2. Editing the Object Page Layout to include the custom link.
  3. Enabling click-to-dial for agent accounts in the 8x8 Configuration Manager.
    For details, see our content on setting up click-to-dial functionality.