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How to Install Virtual Office for Salesforce Integration v 3.1
8x8 Support

How to Install Virtual Office for Salesforce Integration v 3.1

Objective

This guide will show you how to install the 8x8 Virtual Office for Salesforce integration v3.1 from Salesforce Lgihtning. Note that the default installation allows agents to see the integration communication panel in both Classic and Lightning modes.

There are four primary steps in this process:

  • Install the 8x8 Virtual Office for Salesforce Integration Package
  • Add Salesforce Users to the New Call Center
  • Edit the New Call Center to Enable it for Virtual Office
  • Configure the Salesforce Lightning Utility Bar
  • Note: The 8x8 Virtual Office for 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 Virtual Office Desktop, Virtual Office Mobile, or a desk phone.
  • Also Note: Please disable popup blocking for 8x8 applications in your web browser. This integration may be affected by popup blocking in both Classic and Lightning modes.

Applies To

  • 8x8 Virtual Office
  • Salesforce

Procedure

Install the 8x8 Virtual Office 3.1 Integration Package

  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.
    • Note that if you choose Install for Admins Only, you may 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 which is installed with the integration.

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  1. Click Done to complete the package installation.

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  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.

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Add Salesforce Users to the New Call Center

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

  1. To begin, navigate to Setup > Call Centers and click on the name of the 8x8 Virtual Office Integration call center (do not click Edit).

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

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  1. Click Add More Users.

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  1. 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.
    • Note that each user may be assigned in Salesforce to only one call center at a time.

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

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  1. Your Salesforce users can now click on their Home tab to log into and use the 8x8 Virtual Office for Salesforce Integration.
  2. Continue with the next section to make a critical change to the new call center.

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Edit the New Call Center to Enable it for Virtual Office

By default the v3.1 integration for Salesforce is configured for Contact Center (VCC). Follow the steps below to configure it for Virtual Office, instead.

  1. First, navigate back to Setup > Call Centers.
  2. This time click Edit next to the name of the call center.

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8x8 SSO Login

When properly enabled, 8x8 SSO will automatically log all users in to the 8x8 communication panel when they log into Salesforce. Enabling this feature requires additional per-agent setup in 8x8 Configuration Manager, or 8x8 Account Manager.

If 8x8 SSO is disabled, then all users will log in to the communication panel using their 8x8 credentials.

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

  1. Clear the CTI Adapter URL field of any text, and add the following URL instead:
    • 8x8 SSO login disabled:
      • https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?companel=vo&env=salesforce&ssoMode=false
    • 8x8 SSO login enabled:
      • https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?companel=vo&env=salesforce&ssoMode=true
  1. Click Save to complete the change.
  2. Follow steps in the next section to complete the integration setup.

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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 Virtual Office communication panel.

Please note: The 8x8 VO 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.

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  1. The 8x8 Virtual Office 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.

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

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  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.

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  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 Virtual Office integration to.

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  1. When a user logs 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 Virtual Office 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 Virtual Office credentials.

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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, who can determine feasibility and potential cost of any requested customization.