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Failed to Create Call Log Error in 8x8 Work for Salesforce Integration

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Symptom

Salesforce users receive the following errors when attempting to disposition a call using the 8x8 Work for Salesforce v2.8 integration:

ERROR: Failed to create call log
Salesforce_v2.x_Call_Log_Error1-200x116.jpg

ERROR: Error saving log Invalid save parameter
Salesforce_v2.x_Call_Log_Error2-200x116.jpg

Applies To

  • 8x8 Work for Salesforce Integration v2.8
  • Salesforce

Cause

These errors can occur when the 8x8 Work for Salesforce Integration v2.8 is installed, and custom call logging has been enabled but is incorrectly configured.

Resolution

This issue can be resolved in one of two ways:

Note-Icon.png Note: Salesforce administrator access is required when implementing the following solutions.

Disable Custom Call Logging

When custom call logging is disabled, calls will still be logged when dispositioned, but call data logged by the communication panel will not appear in separated, reportable fields.

  1. In Salesforce, navigate to Setup > Call Centers and click Edit on the call center: 8x8 Virtual Office Integration - Next Generation_Lightning.
    Salesforce_FailedToCreateCallLog_Disable01-400x212.jpg
  2. Scroll down to Other Options and enter false (lower case only) into the field: Call Log Custom Fields Enabled.
  3. Click Save.
    Salesforce_FailedToCreateCallLog_Disable02-400x506.jpg
  4. Users must log out of Salesforce and then log back in to fully enable the change.
  5. In the communication panel, each user must navigate to Menu > Settings > Call Outcome Source > Salesforce option and set this option to the OFF (gray) position. See below.
Note-Icon.png Note: This will force the use of Call Results, which is a built-in default configuration for call disposition. It is configured in the Salesforce call center, just above the Call Log Custom Fields Enabled field you adjusted in step 2 above.

Salesforce_FailedToCreateCallLog_Disable03-450x493.jpg

Verify and Correct Custom Call Log Configuration

Navigate to the following articles for full Custom Call Log configuration instructions in Salesforce Classic or Lightning modes to verify and correct any mistakes in configuration: