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Migrating from Virtual Office for Salesforce 1.8 to 2.x
8x8 Support Knowledge Base

Migrating from Virtual Office for Salesforce 1.8 to 2.x

This process assumes that you have Virtual Office for Salesforce 1.8 already installed and configured. You will need administrative access in Salesforce to complete the following steps.

Migrating from Virtual Office for Salesforce 1.8 to 2.x without Lightning

  1. Log in to Salesforce.
  2. Click Setup.
    SETUP-600x51.png
  3. In the search box, search for Call Centers.
  4. From the search results, click Call Centers.
  5. Select the call center for 8x8 Virtual Office for Console and Non Console. If you don't see this call center, you may have a version of VO for Salesforce that unable to be migrated. You will need to install v 1.8 from the AppExchange.
  6. Locate the call center CTI Adapter URL and change it to direct to the new plugin: https://voapi.8x8.com/pcisfweb/index.html?type=NC.
    View Call Center-600x275.png
  7. Click Save.
  8. Log out of Salesforce and log back in to see the new interface.
    New Phone-300x890.png

 

Migrating from Virtual Office for Salesforce 1.8 to 2.x with Lightning

Step One: Importing the XML

  1. Download and save the XML file. Right-click on the Accept & Download link and select Save link as... to download the XML file.
  2. Log in to Salesforce.
  3. Click Setup.
  4. In the search box, search for and click Call Centers.
  5. Select the call center for 8x8 Virtual Office for Console and Non Console.
  6. On the All Call Centers page, click Import.
  7. Click Choose File, locate the saved XML file, select it, and click Open.
  8. Click Import. The contents of the new Next Generation Lightning call center will appear.
Note: This call center is configured by default to support both Salesforce Classic and Lightning modes.

Step Two: Removing Users from the Old Call Center

  1. Click All Call Centers.
  2. Click 8x8 Virtual Office for Console and Non Console.
  3. Scroll down to Call Center Users and click Manage Call Center Users to display the list of users assigned to the old call center.
  4. Select the users you want to move to the new communication panel, click Remove Users, then click OK.
Note: Do not delete the 8x8 Virtual Office for Console and Non Console call center at this time, as it will break your new integration.

Step Three: Adding Users to the Next Generation Call Center

  1. Now you can add users to the Next Generation call center.
  2. Click All Call Centers.
  3. Click 8x8 Virtual Office Integration - Next Generation Lightning and scroll down to Call Center Users.
  4. Click Manage Call Center Users, then Add More Users.
  5. Search for the users you removed from the old call center. To find all available users, click Find without adjusting any filter fields.
  6. Select the users who will access the new communication panel and click Add to Call Center. You will see the list of all Salesforce users assigned to the new call center.

Step Four: Configuring the Salesforce Lightning View

  1. Go to Setup > Call Centers and click the Next Generation call center.
    CallCenters-600x142.png
  2. Verify that Salesforce Compatibility Mode is set to either Lightning or Classic_and_Lightning.
  3. Change settings and Save as necessary.
  4. If you are currently viewing Salesforce Classic mode, click your username at the top of the screen and select Switch to Lightning Experience.
  5. Click the Setup icon (gear) and select Setup.
  6. In the Quick Search field, search for App Manager and click to see a list of available applications.
  7. In the App Name column, locate the Sales entry that has Lightning in the App Type column.
  8. Click the drop-down arrow to the far right of this row and select Edit.
  9. In the pop-up, click the Utility Bar tab.
  10. Next to Utility Bar Item, click Add.
  11. Select Open CTI Softphone.
  12. Click Save, then Done to save your changes.
  13. Click the App Launcher (grid icon) and select the Sales app.
  14. Refresh your browser. The Phone button will appear in the lower left of the Salesforce screen.
  15. Click it to expand or retract the 8x8 Communication Panel. Assigned users can now begin using the 8x8 Salesforce Lightning Communication Panel.

 

 

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