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VCC Salesforce Token Expired Refresh Token Processing
8x8 Support

VCC Salesforce Token Expired Refresh Token Processing

 

Symptom

  1. When an agent receives an incoming call, the Contact Center Agent panel displays "Token expired, refresh token processing".
  2. The message disappears after 1 second.
  3. The call and Salesforce page functions correctly.
  4. When the agent ends the call, the Contact Center Agent panel displays "Token expired, refresh token processing".
  5. Message disappears after 1 second.
  6. The Contact Center Agent panel and Salesforce pages function correctly.

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Applies To

  • Contact Center Agent panel in version 3.1 integration with Salesforce.

Resolution

Disable the Salesforce session setting "Lock sessions to the IP address from which they originated".

  1. In Salesforce, login as administrator.
  2. Navigate to Settings > Administer > Security Controls > Session Settings.
  3. Deselect "Lock sessions to the IP address from which they originated"

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Cause

The Salesforce session setting is selected to: "Lock sessions to the IP address from which they originated".

When a user logs into Salesforce, the session is "locked" to the user's IP address.  Any actions with the 8x8 Contact Center (VCC), are related to an 8x8 IP address, and the session token needs to be regenerated for these.