Overview
CRM Custom Field Mapping lets you map 8x8 interaction log data to specific fields as part of the interaction log. This creates more consistent data capture and makes it easier for searching and reporting. By aligning 8x8 data with your organization's unique CRM structure, you can ensure that critical interaction details are stored exactly where your team needs them.
Applies To
Salesforce
Integration
Limitations
Salesforce is the only platform that supports CRM field mapping.
CRM Integration field mapping is currently not supported for customers with an 8x8 professional service remix or shareable remix.
Only the Phone media is supported.
Only the task object is supported.
All available interaction log data will also be added to the ‘Comments’ field within Salesforce in addition to the field mapping rules set.
Audience
This guide is intended for CRM Integration administrators configuring the 8x8 Work, Engage & Contact Center Integration.
Requirements
Admin access to 8x8 Admin Console.
Admin access to your third-party system.
Prerequisites
You must first create any custom fields within Salesforce if you intend to map 8x8 interaction data to them.
Available interaction log data to map
Interaction log data available for 8x8 Work & Engage phone interactions
Data | Type of information stored | When is it populated | |||
|---|---|---|---|---|---|
Set as Offered | Set as Connected | Set as Complete | Set as Terminated | ||
Activity Date | The date and time the call was answered. | Offered | Connected | Complete | Terminated |
aid Fields | Additional field data. Varies depending on the CRM used. | Terminated | Terminated | Terminated | Terminated |
Call answered at | The date and time the call was answered. | Offered | Connected | Complete | Terminated |
Call ended at | The date and time the call ended. | Terminated | Terminated | Terminated | Terminated |
Call Id | The ID of the interaction. | Offered | Connected | Complete | Terminated |
Call recording | The URL to the call recording download. | Terminated | Terminated | Terminated | Terminated |
Caller Name | The name of the matching CRM record (if available). | Offered | Connected | Complete | Terminated |
Caller phone | The phone number of the incoming or outgoing interaction. | Offered | Connected | Complete | Terminated |
Caller record Id | The unique ID of the matched Salesforce record. | Offered | Connected | Complete | Terminated |
Direction | The direction of the interaction—inbound or outbound. | Offered | Connected | Complete | Terminated |
DirectionNextGen | The direction of the interaction—inbound or outbound. This is the same as Direction data. | Offered | Connected | Complete | Terminated |
Duration of the call | The duration of the call in hours, minutes, and seconds. | Terminated | Terminated | Terminated | Terminated |
PBX | 8x8 Work or Engage PBX of the user who handled the interaction. | Offered | Connected | Complete | Terminated |
Status | Always “Completed” | Offered | Connected | Complete | Terminated |
Subject | The subject of the Salesforce Task in the format “Call with [Number].” | Offered | Connected | Complete | Terminated |
User Name | 8x8 username of the agent who handled the interaction. | Offered | Connected | Complete | Terminated |
Interaction log data available for 8x8 Contact Center phone interactions
Data | Type of information stored | When is it populated | |||
|---|---|---|---|---|---|
Set as Offered | Set as Connected | Set as Complete | Set as Terminated | ||
Activity Date | The date and time the call was answered. | Offered | Connected | Complete | Terminated |
Agent | The first and last name of the agent who handled the interaction. | Offered | Connected | Complete | Terminated |
AID Fields | Additional field data. Varies depending on the CRM used. | Terminated | Terminated | Terminated | Terminated |
Call answered at | The date and time the call was answered. | Offered | Connected | Complete | Terminated |
Call ended at | The date and time the call ended. | Terminated | Terminated | Terminated | Terminated |
Call Id | The ID of the interaction. This is the same as the Transaction ID. | Offered | Connected | Complete | Terminated |
Call recording | The URL to the call recording download. | Terminated | Terminated | Terminated | Terminated |
Caller Name | The name of the matching CRM record (if available). | Offered | Connected | Complete | Terminated |
Caller phone | The phone number of the incoming or outgoing interaction. | Offered | Connected | Complete | Terminated |
Caller record Id | The unique ID of the matched Salesforce record. | Offered | Connected | Complete | Terminated |
Direction | The direction of the interaction—inbound or outbound. | Offered | Connected | Complete | Terminated |
DirectionNextGen | The direction of the interaction—inbound or outbound. This is the same as Direction data. | Offered | Connected | Complete | Terminated |
Disposition Code | The disposition code the agent used to agents use to categorize the outcome of an interaction. | Terminated | Terminated | Terminated | Terminated |
Disposition Description | The description of the selected Disposition Code. | Terminated | Terminated | Terminated | Terminated |
Duration of the call | The duration of the call in hours, minutes, and seconds. | Terminated | Terminated | Terminated | Terminated |
Interaction GUID | The interaction GUID, a unique identifier assigned to the interaction. | Offered | Connected | Complete | Terminated |
Last Tcl Code |
| Offered | Connected | Complete | Terminated |
Notes | The notes added by the agent during the interaction. | Terminated | Terminated | Terminated | Terminated |
Queue Name | The name of the queue that routed the call to the agent. | Offered | Connected | Complete | Terminated |
Status | Always “Completed” | Offered | Connected | Complete | Terminated |
Subject | The subject of the Salesforce Task in the format “Call with [Number].” | Offered | Connected | Complete | Terminated |
Tenant | 8x8 Contact Center tenant of the user who handled the interaction. | Offered | Connected | Complete | Terminated |
Terminate Reason | The cause or the reason why the interaction ended. | Terminated | Terminated | Terminated | Terminated |
Time in Queue | The amount of time the interaction spent in a queue, logged in minutes. | Offered | Connected | Complete | Terminated |
Transaction ID | The ID of the interaction. This is the same as the Call ID. | Offered | Connected | Complete | Terminated |
Set up CRM Integration Field Mapping
To access CRM Field Mapping:
Log in to your 8x8 admin account.
From My Applications page, click the Admin Console tile. The page launches in a new browser tab.
From the Home page, select CRM Integration Profiles.
Select Field mapping from the tab bar.
Create a new mapping
Click Create mapping
Select your CRM
Click Connect, a new window will open.
Sign in to your third-party system as an administrator.
Once authenticated, select your 8x8 Product. 8x8 Work & Engage or 8x8 Contact Center
Select your Media
Select your Object
Select your 8x8 Data (Data available as per the ‘Available interaction log data to map' section) you wish to map to the given CRM Fields (Any field within the chosen object, including custom-created fields).
To add a new field, click Add field
Save as draft
To save your custom field mapping as a draft:
Click Save as draft
The mapping will be saved for later.
Test custom field mapping
To test custom field mapping, we will create a new record using the object and fields you have selected. You can associate this with an existing record, e.g., Contact. To test your custom field mapping:
Ensure the mapping is saved as a draft
Click Test custom field mapping
From the new modal, Select the record type you wish to create the test interaction log against.
Enter the phone number of the record.
Click Search
Select the record you wish to assign the test interaction log to.
Click Test
8x8 will create a new record using the object and fields you have selected associated with the record type you have selected. You can view this to test the mapping you have implemented.
To publish custom field mapping
Click Publish. Must be saved as a draft first.
Delete custom field mapping
The mapping list displays all mappings that have been published or saved as a draft.
Locate the specific mapping row and hover over it.
Select the delete icon.
Confirm the deletion when prompted.
FAQ
What happens if I have no mapping set?
8x8 data will be placed into the “Comments” filed on the Salesforce Task.