8x8 Virtual Office Salesforce Call Center Interface User Guide

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1 8x8 Virtual Office User Guide August 2012 The Champion For Business Communications

2 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) Using the Call Center (User Instructions) Making Calls

3 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 requires the following: We recommend Internet Explorer 8 and later Firefox 5 or later ( it is slower on version 3.5) Chrome 13 or later Windows XP, Windows Vista, Windows 7 (32 bit and 64 bit) 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 3

4 Installation 1. Download the Salesforce plugin from 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. 4

5 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. 5

6 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 2.0.1, 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: Import the updated Packet8Adapter.xml. This will create a new Call Center adapter definition named 8x8 Virtual Office. Change the user s call center assignment from their current version to the new version. If users running the new version of the client software are still assigned to the previous version call center definition in Salesforce then they will see an error when they start their client. (This step is only necessary for your Salesforce System Adminstrator to implement) 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. 6

7 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. 7

8 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. 8

9 6. Click Manage Call Center Users. 7. Click Add More Users. 9

10 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. 10

11 Using the Call Center (User Instructions) To launch the 8x8 Integration for Salesforce program, navigate to the Programs folder of the Start menu on your computer and click on 8x8 Virtual Office for Salesforce. You should now see in the system tray at the bottom right corner of the screen. If you are currently logged into Salesforce.com, you should see the login prompt for the 8x8 Salesforce Integration on the upper left-hand side of the screen. Please enter your Virtual Office Online username and password. If you don t have a Virtual Office Online username and password, please contact your Phone System Administrator. If your Virtual Office Online profile is associated with multiple extensions, you will see the following screen: 11 Select the extension that you wish to associate to make and receive calls.

12 Making Calls Once logged into the 8x8 Salesforce Integration, you may place calls by clicking on a contact s phone number while in the Contacts area of the application. When you click on a contact, your Virtual Office phone will ring. Answer the phone and you will hear the phone ringing as Virtual Office calls your contact. You may also directly enter a number to dial by clicking on Line 1 in the 8x8 window to bring up the dial pad. To make a call: Dial 7 digits for local and 11 digits for long distance. E.g

13 By default, you will be prompted to enter a summary after making a call. You can turn this option on or off by right-clicking on the selecting Go To Wrapup After Call. in the system tray and 13

14 By default, an alert will be displayed for an incoming call. To turn this off, select Not Ready for Calls from the drop-down menu of the 8x8 window. To log out of the 8x8 Salesforce app, select Log Out from the drop-down menu of the 8x8 window. To completely exit the 8x8 Salesforce app and make the 8x8 window disappear, right-click on the in the system tray and select Exit. NASDAQ: EGHT The 8x8, Inc. logo is a registered trademark of 8x8, Inc. 8x8, Inc. is a publicly traded company. PM390/311 The Champion For Business Communications

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