8x8 Work for Salesforce Integration: Customize Call Logs in Classic Mode

Overview

These instructions will guide you through implementing customized call logs for the 8x8 Virtual Office for Salesforce integration.

• Note: The changes in this guide are made using Classic mode, but will also appear in Lightning mode when completed.

Customizing your 8x8 Salesforce integration call logs requires four primary steps, in the following order:

• Verify Pre-Requisites for Customizing Call Logs
• Add New Activity Custom Fields
• Edit the Task Page Layout
• Edit the Call Center Call Log Custom Field Mapping

Note: To configure the Call Recording URL field option, please navigate to Virtual Office for Salesforce Integration: Configure the Call Recording URL Field.

Verify Pre-Requisites for Customizing Call Logs

Verify that the following pre-requisites are met, and then continue with the configuration.

1. Log in to Salesforce as an administrator.
2. From Setup, search for and click on Installed Packages.
3. Verify that the installed 8x8 Virtual Office for Salesforce package is version 2.8.

4. Then from Setup again, search for and click on Call Centers.
5. Verify that your call center is named 8x8 Virtual Office Integration - Next Generation With Lightning.
   • 8x8 Virtual Office Integration - Next Generation_Lightning is an imported call center and will work.

6. If either the Package version or the Call Center do not meet the above requirements, navigate to the following article and follow the instructions there to fix either or both of those issues:
   • Virtual Office for Salesforce Integration: v 2.x Full Installation
7. Proceed to the next step to begin customizing your call logs.

Add New Activity Custom Fields

The next step is to create custom Activity fields that will apply specific call data to your Salesforce user call records.

Note that all five of the following custom fields must be correctly created and enabled to avoid errors when dispositioning a call:

1. Log in to Salesforce as an administrator.
2. From Setup, search for and click on Activity Custom Fields.
3. Click New.
   
4. In New Custom Field > Data Type, select Date/Time and click Next.
   
5. In the Field Label field, enter Call Start Time. Press <tab> to auto-fill the Field Name with Call_Start_Time.
6. Click Next.
   
7. In the Visible column, select all Salesforce profiles for which you want this new custom field to be visible, and click Next.
   
8. Make sure that Task Layout is checked, then click Save & New to begin this process again for the next custom field.
   
9. Repeat steps 4 through 8 above, referring to the Custom Field table above for configuration info about the four other custom fields you need to create: Call End Time, Extension, Call Outcome, and Phone.
   • ​Note: When configuring the Extension custom field, the Length variable should be at least as many digits as your phone extensions require. Recommended size is 8.
   • Note: When configuring the Call Outcome custom field, select the option Enter values, with each value separated by a new line, and add your custom outcomes. The text you enter here will appear as a selection in the communication panel when dispositioning a call.
     
10. When you reach step 8 for the final custom field (the Phone field in the table, above), click Save instead of Save & New.
11. A list of the Activity Custom Fields you've created will be displayed. Note the API Name automatically applied to each of your custom fields. These will be used during the final configuration step.
12. Continue with the next section, Edit the Task Page Layout.
    

Edit the Task Page Layout

Call records are stored in Salesforce Tasks when a call is dispositioned. Now that you've added the custom Activity fields, you need to make sure that those fields appear in the Task pane so the applied call data can be displayed.

1. Log in to Salesforce as an administrator.
2. From Setup, search for and click on Task Page Layouts.
3. Click Edit to alter your existing Task Layout.
   
4. Make sure that Fields is selected in the left-side panel of the Task Layout pane.
5. Beneath the Task Layout pane, scroll down until the Task Information area appears. The Task Layout pane will remain pinned to the top of the screen.
6. Now from the right side of the Task Layout pane, click and drag any of the custom Activity fields you created that are not already assigned in the Task Information area. They can be placed in any order needed.
7. Once you've completed this, click Save.
8. Continue on to the last step of this guide, to Edit the Call Center Call Log Custom Field Mapping.
   

Edit the Call Center Call Log Custom Field Mapping

1. Log in to Salesforce as an administrator.
2. From Setup, search for and click on Call Centers.
3. Click Edit to make changes to the call center 8x8 Virtual Office Integration - Next Generation_Lightning.
   
4. Scroll down to Other Options.
5. In the Call Log Custom Fields Enabled field, enter the word true in lower case.
   
6. Scroll down to Call Log Custom Field Mapping.

In the next step, please be sure to delete any eightXeight_ API name prefix and verify that names in this section match your API names. See the Add New Activity Custom Fields section above for more info. Leaving the prefix attached will result in call log write failures.

7. Change the value in each field to exactly match the API Name assigned to the new custom fields you created. If you followed this document correctly, the API Name in the table you used earlier displays the API Name you should use. They are also displayed in the screenshot below. Note: At this time do not alter the Call Recording URL field. Enabling that feature is a separate process, and is covered in another guide.
   
8. Click Save, then verify your changes are correct.

One more step for your Salesforce users to perform:

9. At this point, your Salesforce users can click the Home tab and log in to their 8x8 communication panel.
10. Each user must then click Menu then Settings to configure their personal settings.
11. In the Call Outcome Source section at the bottom of Settings, the Salesforce slider must be enabled (green).
12. Click Save and Close.
    

This completes the process of customizing your call log.

It's recommended that you test this functionality to make sure that it works properly. If any of the above settings were not applied correctly, you will receive errors when dispositioning a call, and your call log cannot be saved. In that case, you should run through the above documentation again to resolve the issue.