8x8 for Salesforce: Cloud Contact Center and Unified Communications Integration

8x8 Contact Center for Salesforce provides a robust integration for Cloud Contact Center, Unified Communications, CTI, and IVR via the Salesforce AppExchange. Individual System Sign-On provides Salesforce integration with 8x8 Contact Center from the (Undefined variable: 8x8VariablesSet.AgtConsole ) environment, where Salesforce users have to enter their user ID and password to log in.

Integration Options: Enhanced vs. Legacy

The Individual System Sign-On includes both Enhanced and Legacy integration options, which differ in functionality and interface behavior:

• Enhanced integration: With enhanced integration in version 1.0, records pop with matching caller ID, case ID, or email ID, and are presented in a custom format within (Undefined variable: 8x8VariablesSet.AgtConsole ). This version also creates auto call logs, chat logs, and email logs.
• Legacy integration: With legacy integration in version 1.0, records pop with matching caller ID, case ID, or email ID from Salesforce CRM in a separate browser window. Legacy integration requires agents to initiate a Salesforce CRM instance by selecting External CRM from the main menu options.

Comparison of Integration Features

• Signs in to Salesforce account: Enhanced performs this automatically, while Legacy requires you to manually initiate the account.
• Interface: Enhanced provides a custom tab for launching the native Salesforce interface, whereas Legacy opens it in a separate browser window.
• Auto Log Support: Enhanced supports Auto Log for phone, voicemail, chat, and email; Legacy does not support Auto Log for any media.
• Search Results: Enhanced fetches and presents multiple listings if the search retrieves multiple records, while Legacy presents only the first listing.
• Customization: Enhanced supports customization of CRM workflow, but Legacy does not support any customization.

Installation and Configuration Procedure

There are four primary steps in this process: Install the Salesforce Integration Package, Edit the New Call Center, Add Salesforce Users, and Configure the Salesforce Lightning Utility Bar. To begin, log in to Salesforce as an administrator. The integration can be installed from the Salesforce AppExchange or by using the following URLs for version 1.0:

• For Production: https://login.salesforce.com/?startURL=%2Fpackaging%2FinstallPackage.apexp%3Fp0%3D04tA0000000Pygj
• For Sandbox: https://test.salesforce.com/?startURL=%2Fpackaging%2FinstallPackage.apexp%3Fp0%3D04tA0000000Pygj

Select Install for All Users, click the acknowledgement check box, and click Install. Once the Salesforce Installed Packages page installs the plug-in, Salesforce can process screen pop requests from 8x8 Contact Center.

Setting Up Field-Level Security

Setting up Salesforce integration with 8x8 Contact Center requires the Salesforce administrator to set up the visibility on call log fields. Follow these steps to grant the visibility permission:

1. Go to Setup, and then select App Setup from the left menu.
2. Go to Customize > Activities and open Task Fields.
3. Click Type in the list and click Set Field-Level Security.
4. Select the Visible check box. The Type field is accessible the next time the agent logs in.

Requirements and Best Practices

For a successful deployment, please note the following technical requirements:

• Browser: Google Chrome is the officially recommended and supported web browser for all 8x8 voice integrations.
• Cookies: Third-party cookies must be allowed for the 8x8 communication panel to work.
• Popup Blocking: Disable popup blocking for 8x8 applications in your web browser, as this integration will be affected by popup blocking in both Classic and Lightning modes.
• Iframing: Salesforce does not support iframing by default. If you want to see your Salesforce pages within (Undefined variable: 8x8VariablesSet.AgtConsole ), contact Salesforce support to request they turn off the Clickjack protection.
• Audio: The 8x8 Salesforce integration is not a softphone and provides no audio services; it is a control panel that must work in conjunction with 8x8 Work for Desktop, 8x8 Work for Mobile, or a desk phone.

Version Clarification

You may see reference to two version numbers during the installation process. Version 1.2 refers to the application version as listed in Salesforce Installed Packages, while Version 3.2 refers to 8x8's internal version numbering of the integration.