Troubleshooting: Salesforce integration

If Search does not return any results, it may be because you do not have access to several entities in the CRM integration:

Entity: Contact

Fields: Phone, MobilePhone, HomePhone, AssistantPhone, OtherPhone, Fax

Entity: Account

Fields: Phone, Fax

Entity: Lead

Fields: Phone, MobilePhone, Fax

Note: If you are an agent, contact your administrator.

If a timeout error is logging the agent out and/or is disconnecting the 8x8 Contact Center app from Salesforce, the CRM timeout and/or token/key expiration settings must be reviewed and extended to prevent the agent session from expiring due to inactivity. Additionally, the agent permissions must be reviewed to ensure the integration has access to the supported CRM objects.

A screen pop failure is commonly attributed to browser caching issues, blocked pop-ups, and blocked websites.

• Clear cache
• Enable pop-up browsers
• Add URLs as trusted domains

Error: This content is blocked. Contact the site owner to fix the issue.

Possible fix: Add https://cloud8.8x8.com as trusted URL.

To add a new trusted URL:

1. Log in to Salesforce.
2. Click the Setup icon from the top right side of the page.
3. Select Setup.
4. In the quick find bar, type Trusted URLs.
   
5. Select Trusted URLs from the list of search results.
6. Click New Trusted URL.
   
7. In the API Name field, add a relevant name. The trusted URL API name can only contain underscores and alphanumeric characters. It must be unique, begin with a letter, and must not contain spaces and consecutive underscores.
8. In the URL field, add https://cloud8.8x8.com.
9. Click Save.
   
10. Refresh the browser and clear your cookies and cache before you try to relaunch the 8x8 Contact Center app.