8x8 Virtual Office Telephony Interface for Salesforce Administrator Guide May 2014 The Champion For Business Communications
Table of Contents 8x8 Virtual Office Telephony Interface for Salesforce.... 3 System Requirements...3 Additional Browser Settings Internet Explorer... 3 Additional Browser Settings Firefox... 4 Installation... 4 Uninstalling... 5 Salesforce Configuration Adding a Call Center... 5 Salesforce Configuration Deleting a Call Center... 7 Custom Predefined Call Results (Call Dispositions) for Call Logs... 8 Modifying the Predefined Call Results...8 Enable Call Results Changes (visible to call center agents)....9 2
8x8 Virtual Office Telephony Interface for Salesforce This Telephony Interface allows you to integrate your Virtual Office extension with Salesforce. You can easily place and receive calls directly from Salesforce and automatically display contact information based on the caller s phone number when you receive a call. To place a call, just click on the phone number of one of your Salesforce contacts or use the 8x8 dialer. When you place a call using the Telephony Interface, your phone rings first. When you answer the phone, it automatically rings the person you are calling. When you receive a call, the interface enables you to see who is calling by displaying the Salesforce contact record. If the contact is not found in your Salesforce contacts list, the app will indicate No search results for this call and your phone will ring. System Requirements The app is Salesforce 14 and Professional Edition compatible and works with the following: Internet Explorer 8 or later Firefox 5 or later Chrome 10 or later Windows XP, Windows Vista, Windows 7 (32 bit and 64 bit) and 8 Additional Browser Settings Internet Explorer You may receive a Mixed Content Warning indicating that you are accessing Salesforce.com over HTTPS. Salesforce recommends that the integration plug-in is HTTPS enabled. Note: The Internet Explorer Mixed Content Warning can be disabled using the following steps: 1. Go to Tools > Internet Options > Security > Local Intranet 2. Click Custom Level 3. Select Enable for Display Mixed Content 4. Click OK 5. If asked Are you sure you want to change the settings for this zone?, Click Yes 6. Click OK 7. Restart Internet Explorer 3
Additional Browser Settings Firefox You will need to add a Security Exception to enable the integration when using Firefox by using the following steps: 1. Go to the following URL: https://localhost:11000/ 2. Select I Understand the Risks to continue. 3. Click on 4. You will be presented with the Add Security Exception dialog box. Click on Get Certificate. 5. Click to add the exception. Close the dialog box. 6. If you are already logged in to Salesforce click on Connect CTI Adapter as shown. Installation The installation wizard will guide you through the installation. Be sure to uninstall any previous version of this application installed on this PC. 1. Download the Salesforce plugin from http://www.8x8.com/support/businesssupport/pluginsandapis.aspx. 2. Locate the downloaded file and double click on it to execute. Click Run to begin. 3. You will see the welcome screen for the Salesforce.com integration software. 4. Click Next to continue. 5. You will be presented with the End User License Agreement. Select I Agree and Next to proceed. 6. You will be prompted to install in a default folder or click browse and specify location if a custom folder is preferred. 7. Specify if the installation is for Everyone or Just me. Click on Next to continue. 8. At the Confirm Installation screen, click Next to install. 9. When the installation is complete, click Close. 4
Uninstalling If you need to uninstall the 8x8 Virtual Office Interface for Salesforce, follow these steps: 1. Launch the Windows Control Panel. 2. Select Add or Remove Programs. 3. Locate and select the appropriate version (shown here) of 8x8 Virtual Office application to uninstall. 4. Click Change/Remove. Salesforce Configuration Adding a Call Center Note: If you are upgrading from an earlier version of the 8x8 Virtual Office Telephony Interface, you will be required to delete it. See the section on Deleting a Call Center in Salesforce. It is necessary to add a Call Center in Salesforce to enable the 8x8 Virtual Office Telephony Interface. The Salesforce Administrator, with access to the App Setup functions, will need to follow these steps to implement 8x8 Virtual Office Interface within Salesforce. Once the system administrator completes this one-time installation, no other installations are necessary by the system users. A Call Center corresponds to a single instance of a CTI system. To add a Call Center for 8x8 Virtual Office: 1. Log in with administrative rights to Salesforce.com and click on the Setup link at the top of the page, highlighted in this example. 2. In the Setup menu on the left-hand side of the page, navigate to Customize Call Center Call Centers. 3. If the Introducing Call Center page appears, click Continue. 4. Select Manage Call Centers. 5
5. On the next screen, click Import. 6. Click Choose File to navigate to the folder that contains the Packet8Adapter.xml file. This will be in the installation directory of the 8x8 Salesforce.com adapter (C:\Program Files (x86)\8x8 Virtual Office\Salesforce\Packet8Adapter.xml). 7. Select the file and click Open. 8. Click Import, highlighted in this example. 9. You will now see the imported settings. 6
10. Click Manage Call Center Users to add users who will need access to the 8x8 Virtual Office Telephony Interface. 11. Click Add More Users to add users. 12. Use the search filter to enter the names and click Find. 13. The search results will be displayed at the lower half of your Salesforce console. Select the checkbox next to the desired names and click Add to Call Center. Use this process to continue to add all the users. Salesforce Configuration Deleting a Call Center It might sometimes be necessary to remove a Call Center, for example, if you are upgrading from an earlier version of the 8x8 Virtual Office Telephony Interface for Salesforce. Follow these steps to remove a Call Center. 1. Log in with administrative rights to Salesforce.com and click on the Setup link at the top of the page, highlighted in this example. 2. In the Setup menu on the left-hand side of the page, navigate to Customize Call Center Call Centers. 3. If the Introducing Call Center page appears, click Continue. 4. Select Manage Call Centers. 5. Select the existing 8x8 Virtual Office Call Center (if it exists). 6. Click on Del to delete. You will be prompted to confirm your action. 7 7. Click on OK to proceed to delete.
Custom Predefined Call Results (Call Dispositions) for Call Logs Predefined Call Results or dispositions can be customized to meet your requirements. The user can select a Call Result by selecting a radio button option in Call Result. The specified Call Result selection is stored along with user-entered notes and call duration in your Salesforce call logs. Modifying the Predefined Call Results Log in with administrative rights to Salesforce.com and click on the Setup link at the top of the page, highlighted in this example. 1. In the Setup menu on the left-hand side of the page, navigate to Customize Call Center Call Centers. 2. If the Introducing Call Center page appears, click Continue. 3. Select Manage Call Centers and select your call center, i.e., 8x8 Virtual Office. 8
4. On the next screen, click Edit as shown 5. Under Other Options you can modify the existing Call Results or add new ones separated by a semicolon. You can input as many custom call results as you like; however, more than 10 could become unmanageable. 6. Click on Save. Enable Call Results Changes (visible to call center agents) Your changes to the Call Results values are not visible to the user until each user performs the following tasks: 1. Restart the 8x8 Salesforce plugin process (system tray icon) on their PC. 2. Log out and log back in to Salesforce.com. NASDAQ: EGHT www.8x8.com 2014. The 8x8, Inc. logo is a registered trademark of 8x8, Inc. 8x8, Inc. is a publicly traded company. PM610/0414 The Champion For Business Communications