Skip to main content
Virtual Office for Salesforce Integration: Communication Panel is Truncated
8x8 Support

Virtual Office for Salesforce Integration: Communication Panel is Truncated

Symptom

After logging in to Salesforce Classic mode and the 8x8 Virtual Office integration, the communication panel appears to be truncated.

How much of the integration is not displayed varies across individual experience.

clipboard_e6cea7844f1bcdbedeec52abc0d5df16b.png

Applies To

Virtual Office Salesforce integration version 2.x, Salesforce Classic mode

Cause

This issue (generally) has two primary causes:

  1. Call center settings are incorrect.
    • If every user is experiencing the issue, then the Salesforce administrator may have changed the default height of the communication panel, in the call center settings.
  2. Web browser cache/cookies are corrupted.
    • If not all users are experiencing the issue, then the user web browser cache and/or cookies have probably become corrupted for those users.

There are several ways to confirm the cause of the problem and potentially resolve it.

  • Try logging in to Salesforce and the 8x8 communication panel using a different web browser, if possible.
  • Log in to Salesforce and the 8x8 communication panel using a Chrome Incognito tab (Ctrl+Shift+N from Chrome, in Windows). This is helpful because the cache and cookie storage is specific to the Incognito session, and also disables added Chrome extensions that may be interfering with the 8x8 comm panel. If the problem is resolved in Incognito, then this is verified as a web browser issue.

Resolution

1) Verify and/or correct the call center settings

  1. Log in to Salesforce as an administrator with access rights to see call centers.
  2. Click on Setup at the top-right of the page.
  3. Search for Call Centers and click on that entry.
  4. Click Edit for the 8x8 Virtual Office Integration call center.

clipboard_ed55c2e833b62d9cc9febb89e46930299.png

  1. Verify that the Softphone Height is set to 640. This is the required height for the comm panel to be fully visible.
  2. Change it to 640 if needed.
  3. Click Save, even if no change was made.

clipboard_ea6b4be7b064232f134274d94184105d7.png

  1. Users must log out of Salesforce and log back in.
  2. Click Home in Salesforce. If the issue is resolved, you can skip the next section.

clipboard_eb53df4fc45eb62f8c8eee8957433cae0.png

2) Clear the web browser cache and cookies

You can try resolving resolve the issue by completely clearing your browser cache and cookies with your browser's normal process.

Below is a way to do that without clearing all of your cache and cookies for the open Chrome browser:

  1. Right-click on the communication panel and select Inspect.
  2. Click on the Application tab.

clipboard_e85e97b9558df383b6bbd8ccfe0cef798.png

  1. Click the arrow clipboard_ed6212d99cad90c315ad8f3952e0d4d48.png to expand Storage > Local Storage.
  2. Right-click on https://voapi.8x8.com and select Clear.
  3. Ignore Session Storage. No comm panel data is stored there.

clipboard_eb5904e1cda685ac150993a5eb942c7bc.png

  1. Click on the arrow clipboard_ed6212d99cad90c315ad8f3952e0d4d48.png to expand Cookies.
  2. Right-click on https://voapi.8x8.com and select Clear.

clipboard_e1bc41e11f596b0eeb8846ce6d10751cd.png

  1. For good measure, log out of Salesforce, close your web browser, and log back in to Salesforce.
  2. Otherwise, simply right-click on the communication panel and select Reload.

clipboard_e3ab8d8fa23e57c032d61d391b88ed42a.png

This should resolve the issue and let the user see the full 8x8 communication panel.

If this process does not resolve the problem, then you should repeat it, and this time clear Salesforce and 8x8 session data in both Local Storage and Session Storage, restart the browser, and log back in.

clipboard_e22f6ffd5736f833d3a5136a207422165.png

 

How can we help you?

X