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Virtual Office for Salesforce Integration: v 2.x Full Installation
8x8 Support Knowledge Base

Virtual Office for Salesforce Integration: v 2.x Full Installation

Overview

These instructions will guide you through installing the most recent version of the 8x8 Virtual Office for Salesforce integration.

This process bypasses the need to install the integration from the Salesforce AppExchange.

There are four primary steps in this process:

  • Install the 8x8 Virtual Office for Salesforce Integration Package
  • Import the Latest Call Center
  • Add Salesforce Users to the New Call Center
  • Optional: Configure Salesforce Lightning
Note: The 8x8 Virtual Office for Salesforce integration is not a softphone, and so 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 hardphone.

Install the 8x8 VO for Salesforce Integration Package

  1. Log in to Salesforce as an administrator.
  2. Click the following link to open a new browser tab, or right-click and copy the link location, then paste the URL into the address line of your preferred web browser.
  3. Select Install for All Users and click Install.
    Salesforce_Install_v2.7_01_All_Users-600x368.jpg
  4. Click Done to complete the package installation.
    Salesforce_Install_v2.7_02_All_Users_Done.jpg
  5. Salesforce should automatically display the installed package. If not, in Salesforce click Setup, then search for and click Installed Packages.
  6. Verify that version 2.7 of the 8x8 Virtual Office for Salesforce integration is installed, and proceed to the next step.
    Salesforce_Install_v2.7_03_Installed_Packages.jpg

Import the Latest Call Center

With the installation of the v 2.7 package, your call center should already be imported for you, and appears as below:

Salesforce_Install_v2.7_04_Call_Centers.jpg

However, if you have a need to re-import your call center, continue with the instructions, below.

  1. To begin, right-click on the following link and select Save As or Save File As, and save the XML file to a known location:​
Note: If you've installed version 2.7 of the Virtual Office for Salesforce integration, the correct call center is already installed for you. Proceed to the next section: Add Salesforce Users to the New Call Center
  1. In Salesforce, click Setup, then search for and click Call Centers. In All Call Centers you'll see the call center which you are replacing.
  2. Click Import.
    Salesforce_Install_v2.2_04_Import_XML1_0.jpg
  3. Click Choose File, select the 8x8VirtualOfficeSalesforceIntegrationLightning.xml file you downloaded previously, and click Open.
  4. Click Import again to complete the call center import process.
    Salesforce_Install_v2.2_06_Import_XML3.jpg
  5. You'll be shown the configuration of the newly-imported call center 8x8 Virtual Office Integration - Next Generation_Lightning.
  6. Now you'll delete the original call center. Click All Call Centers to see the call center list.
    Salesforce_Install_v2.2_07_New_Call_Center.jpg
  7. You can safely delete any extra 8x8 call centers, if there are any. Click Del next to the call center you don't want.
  8. Click OK when prompted for confirmation.
  9. You should now see only the call center named 8x8 Virtual Office Integration - Next Generation_Lightning.
    Salesforce_Install_v2.2_08_Delete_Call_Center1a.jpg
  10. Proceed to the next step to add your Salesforce users to the new call center.

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.

Note:The following two call centers are the same, though labeled slightly differently:
  •  8x8 Virtual Office Integration - Next Generation_Lightning (imported manually)
  •  8x8 Virtual Office Integration - Next Generation With Lightning (installed with v2.7)
  1. To begin, navigate to Setup > Call Centers and click 8x8 Virtual Office Integration - Next Generation_Lightning (do not click Edit).
    Salesforce_Install_v2.2_10_Add_Users_1.jpg
  2. Scroll down and click Manage Call Center Users.
    Salesforce_Install_v2.2_11_Add_Users_2_Manage.jpg
  3. Click Add More Users.
    Salesforce_Install_v2.2_12_Add_Users_3_ADD.jpg
  4. 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.
    Salesforce_Install_v2.2_13_Add_Users_4_FIND.jpg
  5. Select the users who will have access to the 8x8 Virtual Office integration, then click Add to Call Center.
  6. Your Salesforce users can now click on their Home tab to log into and use the 8x8 Virtual Office for Salesforce Integration.
  7. If your Salesforce users require use of the integration in Lightning mode, continue on with the next step. Otherwise, this basic installation process is complete.
    Salesforce_Install_v2.2_14_Add_Users_5_Add_Users.jpg

Optional: Configure for Salesforce Lightning

Configuring the Salesforce integration for Lightning mode requires a few extra steps.

Note that the integration supports Salesforce Console for Lightning, which is a feature that must be purchased from Salesforce.

  1. In Classic or Lightning mode, navigate to Setup > Call Centers, and click 8x8 Virtual Office Integration - Next Generation_Lightning.
  2. Confirm that Salesforce Compatibility Mode is set to either Lightning or Classic_and_Lightning, depending on your needs. This setting controls which mode the 8x8 integration communication panel will appear in for your users. The default setting is Classic_and_Lightning.
    Salesforce_Install_v2.2_15_Lightning1_Compatibility_Mode.jpg
  3. Now from Classic mode (if needed) click Switch to Lightning Experience.
    Salesforce_Install_v2.2_16_Lightning2_Lightning_Experience.jpg
  4. Click the Setup (gear) icon and select Setup.
    Salesforce_Install_v2.2_16_Lightning3_Setup_0.jpg
  5. Search for and click App Manager.
    Salesforce_Install_v2.2_18_Lightning4_App_Manager.jpg
  6. In the App Name column of the App Manager, locate the Sales app that shares the same row as Lightning in the App Type column.
  7. If you intend to use the Sales Console for Lightning or the Service Console for Lightning, instead locate those apps sharing the same row as Lightning in the App Type column. If you intend to use more than one app in Lightning, simply repeat steps 4-13, addressing each appropriate Salesforce app.
  8. Click the drop-down arrow in that row and select Edit.
    Salesforce_Install_v2.2_24_Lightning5_App_Manager_SalesConsole.jpg
  9. In the App Builder, click Utility Bar.
  10. Click Add and select Open CTI Softphone.
  11. Click Save.
  12. Now at the top-right of the screen, click the Back button. This will return you to the Setup Home tab.
    Salesforce_Install_v2.2_20_Lightning6_Utility_Bar.jpg
  13. At the top-left of the screen, click the App Launcher (grid) icon.
    Salesforce_Install_v2.2_21_Lightning7_App_Launcher.jpg
  14. Click the Sales app. If configuring for the Sales Console and/or Service Console, click one of those apps, instead.
    Salesforce_Install_v2.2_25_Lightning6_App_Launcher_Console.jpg
  15. The Phone app button should 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. Click the Phone app to expand it into view. All users assigned in the 8x8 call center can now log in to their 8x8 extension.
    Salesforce_Install_v2.2_23_Lightning9_Comm_Panel.jpg