8x8 Virtual Office
Salesforce Call Center Interface
Administrator Guide
october 2013
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Table of Contents
8x8 Virtual office salesforce Call Center App . . . .3
System Requirements . . . . 3
installation . . . .4
uninstalling salesforce software . . . .5
Creating a Call Center (for the salesforce system Admin) . . . . .6
Create Customized Call results in your Call Logs . . . .11
Upgrading from 8x8 Virtual Office Integration 2 .0 .2 or earlier . . . .11
Upload one of these files to create a new Call Center: . . . .11
Call Result Customization for Call Logs . . . .12
Enable Call Results Changes (visible to call center agents) . . . .13
8x8 Virtual Office Salesforce Call Center App
Virtual Office Salesforce Call Center App allows you to place and receive calls and automatically display contact information based on the caller’s phone number .
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 through your Salesforce application, your phone rings first . When you answer the phone, it automatically rings the person you are calling .
When you receive a call, Salesforce integration 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 13 and Professional Edition compatible and requires the following:
We recommend
• Internet Explorer 8 and later
• Firefox 5 or later ( it is slower on version 3 .5)
• Chrome 10 or later
• Windows XP, Windows Vista, Windows 7 (32 bit and 64 bit) and 8
Note: Internet Explorer may give a Mixed Content Warning. It indicates that you are accessing salesforce .com over HTTPS . Salesforce .com recommends that the Salesforce integration plug-in is HTTPS enabled .
The Internet Explorer Mixed Content Warning can be disabled using the following steps:
– Go to Tools > Internet Options > Security > Local Intranet – Click Custom Level
– Select Enable for Display mixed content – Click OK
– If asked “Are you sure you want to change the settings for this zone?”, Click Yes – Click OK
– Restart Internet Explorer
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Installation
1 . Download the Salesforce plugin from
www .8x8 .com/Support/BusinessSupport/PluginsandAPIs .aspx .
2 . Close all software applications on your PC and run the setup executable file . 3 . The installation wizard will walk you through a simple installation process . You will see the welcome screen for the Salesforce .com integration software . Click Next to begin .
At the Confirm Installation screen, click Next to install it .
When the installation is complete, you will see the screen below . Click Close .
Uninstalling Salesforce Software
If you need to uninstall an existing version of 8x8 Virtual Office Interface for Salesforce software follow these steps:
1 . Launch the Windows Control Panel . 2 . Select Add or Remove Programs .
3 . Select the appropriate version of 8x8 Salesforce .com program and click Change/
Remove .
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Creating a Call Center (for the Salesforce System Admin)
Upgrade Notice
If you are upgrading from 8x8 Salesforce Integration plug-in version 1 .3 to 2 .0 .2, see page 11 for upgrade instructions .
Before you can use the 8x8 Virtual Office Interface for Salesforce, your Salesforce system administrator will need to follow these steps to implement 8x8 Virtual Office Interface within Salesforce . The Salesforce system administrator must be able to access the App Setup functions . Once the system administrator completes the one-time installation of the 8x8 Virtual Office interface for your Salesforce .com service, no other installations are necessary by the system users .
Note: A call center corresponds to a single instance of a CTI system .
To create a call center for 8x8 Virtual Office:
1 . Log in to Salesforce .com and click on the Setup link at the top of the page .
2 . In the App 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, just click Continue .
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4 . On the next screen, click Import .
5 . Next to the Call Center Definition File field, click Browse to navigate to the
Packet8Adapter .xml file in the installation directory of the 8x8 Salesforce .com adapter (C:\Program Files\8x8 Virtual Office\Salesforce\Packet8Adapter.xml) .
Click Import .
6 . Click Manage Call Center Users .
7 . Click Add More Users .
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8 . Use the search filter to enter your own name and click Find .
Once your name is shown on the bottom, select the checkbox next to it and click Add to Call Center .
9 . Use this process to continue to add all the users who should be enabled for Virtual Office Salesforce Integration .
Create Customized Call Results in your Call Logs
Upgrading from 8x8 Virtual Office Integration 2.0.2 or earlier
Step 1. If you are upgrading from 8x8 Salesforce Integration plug-in version 1 .3 to 2 .0 .2, in addition to installing the updated version, you must also create the Call Center and associate it with the user(s) running the upgraded client . Specifically:
• Delete your existing 8x8 Virtual Office Call Center (if it exists) .
Step 2 . Import the updated Packet8Adapter .xml . This will create a new Call Center adapter definition named 8x8 Virtual Office .
Upload one of these files to create a new Call Center:
• 32 bit Windows: “C:\Program Files\8x8 Virtual Office\Salesforce\Packet8Adapter .xml”
• 64 bit Windows: “C:\Program Files (x86)\8x8 Virtual Office\Salesforce\Packet8Adapter . xml”
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Call Result Customization for Call Logs
By completing Step 3 above, the new Call Center will now have a configurable option for Call Results . Call Results can be customized to meet your requirements . When you change the “Call Result” radio button options, the agents in your call center save your specified call results along with notes and call duration in your Salesforce call logs .
In the Other Options section enter your desired Call Results (separated by semicolon) . In the screen shot below you would replace “Result 1; Result2; Result3” with your desired results . You are not limited to only three results .
Enable Call Results Changes (visible to call center agents)
Your changes to the Call Results values are not visible to call center Agents until each Agent performs the following tasks:
1 . Restart the 8x8 Salesforce plugin process (system tray icon) 2 . Log out and log back in to Salesforce .com .
After the configuration change by the Salesforce admin and the user enable process, the custom Call Result values will be shown .
