Note: This version of the integration is no longer supported. For the latest version of this guide, see Configure version 3.1 of the integration for Salesforce.

Configure version 1.0 of the integration for Salesforce in Salesforce Classic

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 case ID or email ID in version 1.0)
  • 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.

Configuring Single Sign-On integration (not supported for regular 8x8 Contact Center users)

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

You need to install two packages for Single Sign-On integration:

  • 8x8 Contact Center: Installs 8x8 Contact Center
  • SF_Contactual_Setup: Creates the required fields for call log

To install the integration packages:

  1. Use the following URLs to set up the desired Salesforce environment:
  2. At the prompt, log in as a Salesforce administrator.
  3. Select Install for All Users, and click Install.

    You are notified that the installation is complete.
  4. Click Done.
    You can see 8x8 Virtual Contact Center under Installed Packages, along with the package installation details.
  5. To create the required fields for call log, install the following supplementary package:
  6. Log in to Salesforce with your administrator account.
  7. Select Install for All Users, and click Install.
    You are notified that the installation is complete.
  8. Click Done.

    If applicable, you can see SF_Contactual_Setup under Installed Packages, with the package installation details. After installing the above supplementary package, you must set up visibility on call log fields.

    To set up visibility on call log fields:

    1. Click Setup in the Salesforce header.
    2. In the left menu, go to Customize > Activities > Task Fields. Alternatively, you can search and find Task Fields from the Quick Find/Search box.
    3. In the Task Fields page, click the Type link at the bottom of the list.
    4. In the Type page, click the Set Field-Level Security button at top of the page.
    5. Select the check box next to the Visible column to grant the visibility permission to all.
      The Type field is accessible the next time the agent logs in.

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.

  1. Log in to your Salesforce account.
  2. Go to Setup > Manage Users > Profiles.
  3. Select a user role, and click Edit.
  4. Scroll down to see the Administrative Permissions.
  5. Select the API Enabled check box.
  1. Log in to Salesforce with your administrator account and click Setup.
  2. In the left navigation menu, search for or go to Customize > Call Center > Call Centers.

    The page displays the available call center packages installed.
  3. Click Edit next to the 8x8 Virtual Call Center package.
  4. Edit the CTI Adapter URL with the URL for your cluster and tenant. The format of the URL is as follows:
    • Salesforce Production:
      https://vcc-naX.8x8.com/AGUI/loginSSO2.php?tenant=yourtenantname
      • naX is the CC platform instance your tenant is hosted on.
      • yourtenantname is the tenant ID of your tenant.
      Example: https://vcc-na4.8x8.com/AGUI/loginSSO2.php?tenant=AcmeJets

      Note: To get the cluster URL your tenant is hosted on, see the Platform URL guide.

    • Salesforce Sandbox: You must append &sandbox=true to the URL for your cluster and tenant.
      https://vcc-naX.8x8.com/AGUI/loginSSO2.php?tenant=yourtenantname&sandbox=true
      • naX is the CC platform instance your tenant is hosted on.
      • yourtenantname is the tenant ID of your tenant.
      Example: https://vcc-na4.8x8.com/AGUI/loginSSO2.php?tenant=AcmeJets&sandbox=true
  5. Click Save.

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

  1. In the Call Center view mode of Virtual Call Center, click Manage Call Center Users.
  2. Click Find to list all users, or add filters to search for specific users.
  3. From the list of users, select the desired users, and click Add to Call Center.
  4. To allow users to use the Salesforce Service Console, you need to enable Service Cloud User in the agent profile.
    1. Click Setup.
    2. Go to Administration Setup > Manager Users > Users.
    3. Edit the user information.
    4. Select Salesforce under the User License drop-down menu.
    5. Select the Service Cloud User check box.
    6. Click Save.

For details on screen pop, see the 8x8 Configuration Manager guide.

  1. Log in to 8x8 Configuration Manager, and go to Integration > Screen Pop.
  2. Click Enable Screen Pop.
  3. Select Salesforce as the Target type.
  4. Select Enhanced for the Integration type.
  5. Under Agents, select and assign all agents or just the agents you would like to give access to Salesforce integration.
  6. Under Trigger an Auto Log Window after interactions, select media for auto log from Phone, Voicemail, and Chat. Auto log automatically generates a log for the interaction. A call log includes information about the time a call was initiated, terminated, duration and more. A chat log includes the chat transcript as well as other information. You can disable auto log for a specific medium by clearing that medium's check box.
  7. Select the Type of log window whether you would like to open the log for edit or just for view.
  8. Under Trigger A Popup Window, decide when you would like the screen pop to be offered for each interaction:
    • When an agent is offered an interaction
    • When an agent accepts an interaction
    • When an agent completes an interaction

  9. Under Window Properties, define the desired screen pop settings such as whether to open a new window or use a single window for screen pop. This setting also allows you to define the size of the screen pop window and to set the window properties.

    Note: The screen pop window is applicable to Classic mode users only.

  10. Click Save. The screen pop capability is now enabled for the Salesforce version 1.0 user.

    • In Salesforce Classic mode, the screen pop occurs in a separate browser session. Each new screen pop shows either in a new browser session or refreshes the same browser window.
    • In Salesforce Service Console mode, the screen pop occurs in separate tabs within the dashboard. You can manage your interactions better in tabbed mode.
    • In Salesforce Lightning mode, the screen pop occurs in separate tabs within the dashboard.

      Note: If you have multiple 8x8 Contact Center agent accounts with the same email addresses, the system looks up and links to the first agent found with the matching email address.

For Salesforce users to log in to 8x8 Contact Center, you must create an agent account, or edit an existing one, in 8x8 Configuration Manager. You must then link the agent account to the Salesforce user account with the same email address. For details, see our content on creating agent accounts. Before you start, locate the agent’s email address in Salesforce.

For customers using 8x8 Configuration Manager:

  1. Log in to 8x8 Configuration Manager.
  2. Go to the Agents or Users tab to create a new agent, or edit an existing agent account.
  3. In the General tab, make sure the agent's email address matches the Salesforce user's email address.
  4. Save your changes.

    You have now completed the integration setup for 8x8 Contact Center.

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 for 8x8 Contact Center.

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 (user's email address), and click Save.

    You have now completed the integration setup for 8x8 Contact Center.

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:

  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.

When first configuring 8x8 Contact Center integration for Single Sign-On, the agent needs to give permission for the 8x8 app to interact with Salesforce. In order to give permission access to the 8x8 plug-in, the agent needs to open the app from a Classic Salesforce page.

If you wish to launch the app manually, you can disable the automatic login setting in the Agent Profile. The app behavior varies based on your Salesforce login mode.

  • If you are a Salesforce Classic user, the app launches in a stand-alone browser window. The screen pop occurs in a new browser session or refreshes the same browser session based on your administrator's screen pop settings.
  • If you are a Salesforce Service Console user, the app launches as a pop-up window within the Salesforce login window. You can minimize it whenever needed.
  • If you are a Salesforce Lightning user, the app launches as a pop-up window within the Salesforce login window. You can click to move or minimize it whenever needed.