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URL Redirect and missing call log with click-to-dial from the Salesforce Opportunity tab
8x8 Support

URL Redirect and missing call log with click-to-dial from the Salesforce Opportunity tab

Symptom

Salesforce users encounter URL redirect page and the call log does not appear when using click-to-dial on the Salesforce Opportunity tab.

Applies To

  • Individual System Sign-On Integration with Salesforce 
  • Salesforce Enhanced

Resolution

Professional Services needs to create a custom XML to grant access to click-to-dial from the Opportunity tab.

Your 8x8, Inc. Account Manager can provide a referral to Professional Services.

Cause

The default XML in the VCC Salesforce integration does not authorize using click-to-dial from the Opportunity tab.

Additional Information

  • Making calls using control panel: You can make outbound calls from the control panel by entering the desired number in the Phone tab and clicking Dial. The 8x8 Contact Center app uses a two-step process to dial an outbound call:
  1. Your agent telephone rings first. Answer the call.
  2. The call is then directed to the destination. Your external phone number rings next.

    If the phone number is linked to a contact, the contact record pops after the call connects. A task page appears after the call is terminated with a call log attached to that page.