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Virtual Office for Salesforce Integration: Communication Panel Doesn't Appear
8x8 Support Knowledge Base

Virtual Office for Salesforce Integration: Communication Panel Doesn't Appear

Symptom

The 8x8 Salesforce integration communication panel (dialer) does not appear in the sidebar on the left side of your screen.

This problem could be affecting you alone or more users as well.

Applies To

Virtual Office for Salesforce Integration

Resolution

Salesforce Sidebar is Collapsed

If your Salesforce administrator enables the Collapsible Sidebar feature, the sidebar may be collapsed and hiding the dialer.

To fix this issue, look for a small tab with an arrow just beneath and to the left of the Salesforce Home tab. Click on this sidebar tab to expand.

If there is no such tab available, move on to the next solution.

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Web Browser Cache is Corrupted

The web browser cache is corrupted, or the web browser is otherwise malfunctioning.

If this is the cause of the issue, fix it by completely clearing the browser cache and cookies, and restarting the web browser.

If this does not resolve the issue, confirm that the problem exists in another web browser and/or on another PC before moving on the the next solution.

Salesforce Username Not in Call Center

The 8x8 Salesforce Call Center contains a list of users who are allowed access to the dialer. If you are not added to the call center, the communication panel will not appear.

Note: Only Salesforce Administrators have access to call centers.

If all other options have been investigated, and the communication panel still does not appear, you must contact your Salesforce administrator to make sure your username (Salesforce login ID) has been correctly added to the 8x8 call center.

The instructions for adding a user to a call center can be found here.

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Cause

There are several probable causes for why the dialer does not appear to you in Salesforce

  • The Collapsible Sidebar has been enabled by a Salesforce administrator and has been collapsed, taking the entire sidebar out of view (the dialer appears in the Salesforce sidebar on the left side of the screen).
  • The web browser cache has been corrupted.
  • Your Salesforce username has not been added to the 8x8 Salesforce Integration Call Center.