Troubleshooting: Salesforce integration

Try the following troubleshooting procedures to resolve the most common integration issues:

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.

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

Error: External username and password is empty or incorrect. The possible causes are:

  • The external password value in the Virtual Contact Center for Salesforce app profile contains special characters.
    1. Reset the Salesforce account password to exclude special characters.
    2. Enter the reset password as the external password in the Virtual Contact Center for Salesforce app profile.
  • The Salesforce user role is denied access to web services.
    1. Contact your Salesforce administrator to grant web services access to the role.
  • Check your agent status. Your status must be Available to receive calls.
  • Check phone number settings, and make sure you have set up a valid phone number or SIP URI.
  • Check if you are assigned to the correct queues.

Refer to the 8x8 support page to troubleshoot.

Error: The screen pop searches the Account, Contact, and Lead objects before returning the records that have matched the phone number of inbound Caller ID. If an agent does not have the permission to access any of the objects, the search fails.

Possible fix: Go to Change status > My profile > Integrations, and enable access to Account, Contact, and Lead objects, or send your request to 8x8 Support to remove the search feature for objects that are not needed by that agent.

An agent receives the following message when logging in to the Virtual Contact Center for Salesforce app.

Error: An agent is logged in to 8x8 Contact Center multiple times, likely via mobile phone, console, or Classic modes.

Possible fix: Log out and close all browser windows to start a new login session in Salesforce to launch 8x8 Contact Center.

Error: The access is missing to Task type field.

Possible fix: You must set the field-level security and allow permission to Task type field.

To set the field-level security:

  1. Log in to Salesforce.

  2. From Setup, open Object Manager, and then in the Quick Find box, enter the name of the object containing the field.

  3. Select the object, and then click Fields & Relationships.

  4. Select the field you want to modify.

  5. Click Set Field-Level Security.

  6. Specify the field's access level.

  7. Save your changes.
    The Type field is accessible the next time the agent logs in.

Error: 8x8 Configuration Manager does not have agent enabled for Salesforce.

Possible fix: The tenant administrator has to log in to 8x8 Configuration Manager and complete the integration configuration:

  1. Log in to 8x8 Configuration Manager.
  2. Go to Integration > Screen Pop.
  3. Select Salesforce under Target Attributes.
  4. Select the Select and assign all agents check box.
    For details, see our content on defining screen pop settings in the 8x8 Configuration Manager guide.

Error: The agent profile is disabled.

Possible fix: Verify that the agent profile is enabled in the 8x8 Configuration Manager.

Error: The employee's email address used for Salesforce login does not match the agent's email address in 8x8 Configuration Manager.

Possible fix: Verify that the employee's email address used to log in to Salesforce matches with the 8x8 Contact Center agent profile email address. The email address is case-sensitive.

Error: The message indicates that the Salesforce Single Sign-On token is expired, and the 8x8 Contact Center is functioning without Salesforce integration. Therefore, the screen pop is not prompted.

Possible fix: Log out of both 8x8 Contact Center and Salesforce, and log back in to both accounts to synchronize the SSO token.