Seeing Inbound Call and Outbound Call With Salesforce Click-to-Dial

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Symptom

In 8x8 Work, the user sees both an outbound call and an inbound call for the same phone number when they click on the number within Salesforce.

Applies To

8x8 Work for Desktop
Salesforce
Click-to-Dial

Resolution

This issue occurs when the user has more than one integration active.

In most cases it is found the user has both 8x8 Salesforce integration along with 8x8 Web dialer enabled.

8x8 Web Dialer has the option to Deactivate 8x8 Web Dialer on this domain within the extension options. This should restrict 8x8 Web Dialer's access to Salesforce pages, leaving the user with the inbound call from the Salesforce integration when a number is selected.

Cause

The issue is caused by having two active integrations that perform the same function. The Salesforce Integration has a built Click to Dial function that cannot be disabled. This functionality allows the user to select any phone number on a Salesforce page and the integration will setup a call to that user (inbound call that must be answered) and then places an outbound call to the selected number.

The 8x8 Web Dialer performs the same functionality, allowing a user to select any phone number on a web page to have it place an outbound call for them.

As the two integrations are independent of each other, this can result in two phones calls when the user performs a single click on a number on a Salesforce page.