Skip to main content
How to Install Salesforce Integration v3.1 for 8x8 Work and Contact Center
8x8 Support

How to Install Salesforce Integration v3.1 for 8x8 Work and Contact Center

Objective

This guide will show you how to install Salesforce Integration v3.1 for 8x8 Work and Contact Center for Salesforce Lightning.

There are four primary steps in this process:

  • Install the Salesforce Integration Package
  • Edit the New Call Center to Enable it for 8x8 Work or Contact Center or Both
  • Add Salesforce Users to the New Call Center
  • Configure the Salesforce Lightning Utility Bar

Notes:

  • The 8x8 Salesforce integration is not a softphone, and so it provides no audio services. It is effectively a control panel and is required to work in conjunction with 8x8 Work for Desktop, 8x8 Work for Mobile, or a desk phone.
  • Please disable popup blocking for 8x8 applications in your web browser. This integration will be affected by popup blocking in both Classic and Lightning modes.
  • Third-party cookies must be allowed for the 8x8 communication panel to work.
8x8 integration with Salesforce is currently available in the United States, the United Kingdom, Republic of Ireland, Australia and New Zealand.

Applies To

  • 8x8 Work (Formerly 8x8 Virtual Office)
  • 8x8 Contact Center
  • Salesforce

Procedure

Install the 8x8 v3.1 Integration Package into Salesforce

  1. First, log in to Salesforce as an administrator.
  2. The integration can be installed from the Salesforce AppExchange. However, you can click the appropriate link below to immediately begin the installation process for your Production or Sandbox environments:
  3. Select Install for All Users and click Install.
    • If you choose to Install for Admins Only, you will need to re-install the integration again later for non-administrator users.
    • Users will only see the integration communication panel if they have been added to the 8x8 call center in Salesforce, which is installed with the integration. Users must be added to the call center manually, by an admin.

Note: The installed integration has two version numbers:

  • Version 1.0 refers to the application version as listed in Salesforce Installed Packages.
  • Version 3.1 refers only to 8x8's internal version numbering of the integration.

clipboard_e522a5ced6401b3891cdb475ba5bc3ee1.png

  1. Click Done to complete the package installation.

clipboard_ee367bed72419207d4ef490fd9d84d060.png

  1. Salesforce should automatically display the installed package. If not, click the Setup Salesforce_Lightning_Setup_Gear.jpg icon at the top-right and select Setup Salesforce_Lightning_Setup2.jpg.
  2. Then search for and click Installed Packages.
  3. Verify that package 8x8integrations is installed, and proceed to the next step.
    • Note that the Version Number will display 1.0.

clipboard_e056706be4e13bb4d72c5cadeb19a27b1.png

Configuring the Call Center for 8x8 Work, Contact Center, or Both

Call Center Configuration for 8x8 Work

To configure your call center only for 8x8 Work:

  1. After installing the 8x8 integration package, navigate to Setup > Call Centers.
  2. Click on Edit to the left of the name 8x8 Integration I3.

clipboard_e269a4cd4f891d9eec45f24c1bd881145.png

  1. Clear the CTI Adapter URL field of any text, and add the appropriate URL from the table below.
  2. Click Save to complete your changes.
  3. Continue to Add Salesforce Users to the Call Center.

clipboard_eb1e666849b32f9ac228af72a458da809.png

CTI Adapter URL
8x8 Login CTI Adapter URL
SSO Disabled
Production
Apply this URL if you do not want your users in this specific Salesforce call center to be automatically logged into the 8x8 communication panel when they log into Salesforce.
  • https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?companel=vo&env=salesforce&ssoMode=false
SSO Enabled
Production
Apply this URL if you do want your users in this specific Salesforce call center to be automatically logged into the 8x8 communication panel when they log into Salesforce.
  • https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?companel=vo&env=salesforce&ssoMode=true
See the note below for further required steps to implement this option.
Sandbox Apply this URL if you are testing the integration in your Salesforce sandbox environment.
  • https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?env=salesforce&companel=vo&sandbox=true
 

8x8 SSO Login

Enabling this feature requires additional per-agent setup in 8x8 Admin Console, or 8x8 Account Manager.
When properly enabled, 8x8 SSO automatically logs all users of a configured Salesforce call center into the 8x8 communication panel when they log into Salesforce.

If 8x8 SSO is disabled, then all users of a configured Salesforce call center will log in to the communication panel using their 8x8 credentials.

Instructions for configuring 8x8 Single Sign On for the 8x8 Work integration for Salesforce can be found here:

Call Center Configuration for 8x8 Contact Center

To configure your call center only for 8x8 Contact Center:

  1. To begin, navigate to Setup > Call Centers.
  2. Click on Edit to the left of the 8x8 Integration I3.

clipboard_e269a4cd4f891d9eec45f24c1bd881145.png

  1. Clear the CTI Adapter URL field of any text.

clipboard_eb1e666849b32f9ac228af72a458da809.png

  1. For configuring only VCC:
    • Edit only the CTI Adapter URL, and add the URL format from the table below.
  2. For configuring Call Center for both VO and VCC, edit the following:
    • InternalName: VCCI3
    • DIsplayName: 8x8 Integration I3 VCC
    • CTI Adapter URL: Add the appropriate URL from the table below. Replace the X in naX with the specific tenant cluster number assigned to your service.
  3. Click Save to complete your changes.
  4. Continue to Add Salesforce Users to the Call Center.
Tenant CTI Adapter URL Example

8x8 SSO Enabled

Salesforce production for 8x8 Unified Login with Virtual Office tenants

https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?env=salesforce&companel=vcc&vccmode=3&vccDomain=https://sso.8x8.com/login/vcc-naX&ssoMode=true

https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?env=salesforce&companel=vcc&vccmode=3&vccDomain=https://sso.8x8.com/login/vcc-na1&ssoMode=true

8x8 SSO Disabled

Salesforce production for 8x8 Unified Login with Virtual Office tenants

https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?env=salesforce&companel=vcc&vccmode=3&vccDomain=https://sso.8x8.com/login/vcc-naX

https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?env=salesforce&companel=vcc&vccmode=3&vccDomain=https://sso.8x8.com/login/vcc-na1

Call Center Configuration for both 8x8 Work and Contact Center

To allow for use of both 8x8 Work and Contact Center in a single Salesforce organization, you must have a separate Salesforce call center for each product.

To copy and configure your original installed call center:

  1. Navigate to Salesforce Setup > Call Centers.
  2. Click on the name of the 8x8 Integration I3 call center (do not click Edit).

clipboard_e9c33f7c56262c0e27587ab693744d94e.png

  1. Click the Clone button.
  2. Enter the following info to the newly cloned call center:
    • InternalName: VOI3
    • DIsplayName: 8x8 Integration I3 VO
    • CTI Adapter URL: Follow the Call Center for VO setup.
  3. Click Save to complete your changes.
  4. Continue to Add Salesforce Users to the Call Center.

clipboard_ed440edcc9b6828d3f1f10418c6726f7b.png

Add Salesforce Users to the Call Center

Your Salesforce users must be added to an 8x8 call center for them to see their 8x8 communication panel.

Note: Salesforce limits individual user assignments to one call center at a time.

  1. To begin, navigate to Setup > Call Centers.
  2. Click on the Name of the call center you would like to add users to (do not click Edit).

clipboard_e9c33f7c56262c0e27587ab693744d94e.png

  1. Scroll down (if needed) and click Manage Call Center Users.

clipboard_e1049744775a78f19ddf2e9f53518f942.png

4. Click Add More Users.

clipboard_e835e24670aeb58e61a6a47479b8d17e2.png

5. In Search for More Users, click Find to see a list of all available/unassigned users. You can also use filters to narrow your search as needed.

clipboard_e8cebb52e0fd59db5617096e243779948.png

  1. Select the users who will have access to the 8x8 integration, then click Add to Call Center.

clipboard_ed1a604f90090ac0180bb8ff3c6dd51aa.png

  1. Your Salesforce users can now click on their Home tab to log into and use the 8x8 Salesforce Integration.
  2. Continue to Configure the Salesforce Lightning Utility Bar, which is required for use of the integration in Lightning mode.

clipboard_eee1e387e56d083edc46c7b22dad24bb3.png

Configure the Salesforce Lightning Utility Bar

This step is also performed by the Salesforce administrator, and adds a Phone button to the Lightning Utility Bar. This allows users to pop up and use the embedded 8x8 communication panel.

Please note: The integration supports general Salesforce application such as Sales. The Sales Console for Lightning and the Service Console for Lightning are also supported, but must be purchased from Salesforce.

  1. In Salesforce Lightning at the top-right, click the Setup Salesforce_Lightning_Setup_Gear.jpg icon and select Setup Salesforce_Lightning_Setup2.jpg.
  2. Search for and click App Manager.

Salesforce_Install_v2.2_18_Lightning4_App_Manager.jpg

  1. The 8x8 integration supports all of the following Salesforce Lightning applications. Repeat the configuration steps below to add it to the Utility Bar of these applications, as needed:
    • Sales
    • Sales Console
    • Service Console
  2. Click the drop-down arrow in the row of the Lightning app you're adding the 8x8 integration to, and select Edit.

Salesforce_Lightning_AppMgr_Edit.jpg

  1. In the Lightning App Builder, click Utility Items.
  2. Click Add Utility Item and select Open CTI Softphone.

clipboard_e2724838e2aa6a3347569ee5e4d616ef9.png

  1. If desired, you can change the Label of the item as it will appear on the Utility Bar. Leave all other settings as they are.
  2. Click Save at the bottom of the screen.

clipboard_ef6730a32f2575c96e8b973f87413d5e8.png

  1. At the top-right of the screen, click the Back Salesforce_Lightning_AppBuilder_BACK2.jpg button. This will return you to the Setup Home tab.
  2. At the top-left of the screen, click the App Launcher Salesforce_Lightning_AppLauncher_Grid.jpg icon.
  3. Click to launch the Lightning app you've added the 8x8 integration to.

Salesforce_Lightning_AppLauncher_Select.jpg

  1. When a users log in to Salesforce, the Phone button Salesforce_Lightning_UtilityBar_Phone3.jpg should now appear in the Utility Bar at the bottom-left of the screen.
Note: If the Phone button does not appear for a user, verify that they've been added to the 8x8 call center, and refresh their browser tab for good measure. Clearing of the browser cache and cookies might also be needed.
  1. All users assigned in the 8x8 call center can now log in to their 8x8 extension:
    • Click the Phone button to bring the 8x8 communication panel into view.
    • Users should see an Allow Access? prompt the first time they click on Home or land on another Salesforce page where the integration is available. They must click Allow for the integration to work.
  2. Users can now log into the communication panel using their 8x8 credentials.

clipboard_ec41e30f2883c3548e3771ecaf3fa965b.png   clipboard_e677667b7b95a3355cdcf29b22eda4536.png

Additional Information

Further online documentation is available for installation, configuration, and use of the v3.1 integration:

Customization

While some parameters can be directly configured in the communication panel by agents, the v3.1 integration has no admin-customizable options.

However, if you require specific customizations of the integration, please contact your Sales representative to engage our Professional Services team, who can determine feasibility and potential cost of any requested customization.