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8x8 and Salesforce Lightning not logging in Error SSO failed
8x8 Support

8x8 and Salesforce Lightning not logging in Error SSO failed

Symptom

Error "SSO failed" when attempting to log into Salesforce Lightning through SSO.

Applies To

  • Virtual Contact Center (VCC)
  • Salesforce Lightning

Resolution

Using https://vcc-naX.8x8.com/AGUI/login.php?tenant=%tenantname% in the CTI Adaptor setting allows logins manually to work. 

  1. Log into Salesforce as the Administrator.
  2. Select Setup > Customize > Call Center > Call Centers.
  3. Click Edit for 8x8 Virtual Call Center Lightning.
  4. Change the CTI Adaptor URL to: https://vcc-naX.8x8.com/AGUI/login.php?tenant=%tenantname%
    • Where X is your tenant's VCC cluster, and %tenantname% is your tenant's name.
  5. Click Save.

When your agents log in they will be prompted to enter their VCC Agent credentials when they launch VCC from Salesforce.

Cause

For Virtual Contact Center customers with Mode 1 tenant, SSO is not supported. The CTI for a Mode 1 tenant cannot use the SSO URL: https://vcc-naX.8x8.com/AGUI/loginSSO2.php?tenant=%tenantname% .

Additional Information

For more details, click here.

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