Upgrade to the Latest 8x8 Work and Engage CRM Integration

Objective

The latest version of the 8x8 Work and Engage CRM Integration is now available! This release delivers a smoother user experience, enhanced reliability, and lays the groundwork for future innovations.

To upgrade today or test the new changes, simply follow the steps outlined for your chosen CRM  

Applies To

• 8x8 Work

• Engage

• CRM Integrations

Salesforce

1. From Setup, enter Call Centers in the Quick Find box and select Call Centers. 

2. Next to the 8x8 Integration, e.g, 8x8 Integration I3 package, click Edit.

3. Update the CTI Adapter URL field with one of the following URLs from the table below, depending on your setup:

Note

Your content goes hereUpdate the cluster, e.g, vcc-naX, with your 8x8 Contact Center cluster. You can find the cluster your tenant is hosted on by looking at the browser URL once you log in to the 8x8 Configuration Manager, such as <na12> in <<https://vcc-na12b.8x8.com>.

Note

If a customer is on a na6 cluster and a mode 3 tenant, the vccDomain is: https://sso.8x8.com/login/vcc instead of https://sso.8x8.com/login/vcc-na6.

4. Click Save.

Microsoft Dynamics 

1. Upgrade the 8x8 package to version 3.8 

2. Click Settings

3. Go to Advanced Settings

4. From the left-hand navigation bar, select Solutions

5. Find the 8x8 Integration from the list of Solutions, click Edit

6. Open the new_config file

7. Replace and add the following:

   // Team configuration: Use VO_TEAM and VCC_TEAM only if VO & VCC both needed. otherwise, leave it empty
   var VO_TEAM = [];
   var VCC_TEAM = [];
   // Application type and cluster configuration
   var mapanelNextGen = 'true'; // should be a string, either true or false”
   var DEFAULT_COMMUNICATION_PANEL_SETUP = "VO";
   var CLUSTER = "vcc-na4";
   // VCC mode, find the info from Config Manager.
   var MODE = '3';
   // Use VCC regular tenant VS VOVCC tenant
   //var VCC_DOMAIN = "https://" + CLUSTER +".8x8.com";
   var VCC_DOMAIN = "https://sso.8x8.com/login/" +CLUSTER;

8. Click Ok

9. Click Publish

Zendesk 

1. Ensure you are on app version 3.3

2. Go to Zendesk Admin

3. Access Apps and Integrations

4. Under Apps select Zendesk support apps

5. Open the 8x8 Integration app

6. Enable Next Generation of UC

7. Click Update

NetSuite

1. From the menu bar at the top of the NetSuiteHome screen, hover over Customization.

2. From the Customization drop-down list, select Lists, Records, & Fields > Record Types.

3. From the Record Types page, click the 8x8 netsuite record. The record opens.

4. Click More from the upper right side of the Custom Record Type page.

5. Select View Records. The 8x8 netsuite record List page displays.

6. Click Edit.

 On the 8x8 netsuite record page, locate the 8x8 Production link and ensure the following link is used: https://cloud8.8x8.com/mashell/public/netsuite-au.html?nextGen=true

Zoho, HubSpot & Pipedrive

1. Install the test extension via the Chrome web store here: https://chromewebstore.google.com/detail/8x8-virtual-office-for-in/jongipecnobaocgoiejdbladleecpcef 

2. Open Zoho, Hubspot or Pipedrive and launch the integration as normal.

3. Test

4. Uninstall test extension and wait for upgrade. 

You can use a new Chrome profile or temporarily disable the existing extension whilst testing the new one.  

Bullhorn

1. Log in to Bullhorn as an administrator.

2. Under Menu, go to View Layout to open a new tab in Bullhorn. You might have this option visible immediately upon opening the menu, or you may have placed it in a sub-menu.

3. In the View Layout tab, click the Field Map Entity drop-down to open a menu.

4. From the drop-down, select the desired object type (such as Candidate or Contact) to start creating the integration launch button on the page for that object.

5. In the candidate options, open the Custom List Buttons sub-tab to view launch button options.
   

6. Click Add New, and fill in the fields that appear:    

   • In the Name field, enter a label for the integration.

   • Next to Enabled, select the check box to enable the integration on the previously-selected object type page.

   • In the URL field, paste the following integration URL: https://cloud8.8x8.com/mashell/public/bullhorn.html?env=bullhorn&companel=vo&nextGen=true

   • In the User Types field, select the types of Bullhorn users you want to access the integration from the previously-selected object type page.

     Note

     The user type corresponds to the group the user was assigned to upon receiving their Bullhorn license.

7. Once you have finished, save to finish creating an integration launch button on the object page you selected in step 4.

8. To add integration launch buttons to more object pages, repeat steps 4 through 7 as needed. Once configured, the integration becomes available as a button on the specified object type pages, and is visible to the specified user types.

ServiceNow

If testing prior to upgrade, we advise making changes within a sandbox environment.

Once tested, we advise making changes to your live environment before the upgrade date. This is not mandatory.   

1. Open the OpenFrame Configurations page within ServiceNow

2. Click on the 8x8 Integration OpenFrame Configuration 

3. Click the Lock icon to unlock entry into the URL field 

4. Update the URL:    

   • https://cloud8.8x8.com/mashell/public/servicenow.html?companel=vo&integration=I3&instanceUrl=<Domain URL of your ServiceNow instance>&env=servicenow&nextGen=true

5. Make sure to add your own <Domain URL of your ServiceNow instance.> For example, the following URL would be used for the ServiceNow instance <https://dev72734.service-now.com>:    

   • https://cloud8.8x8.com/mashell/public/servicenow.html?companel=vo&integration=I3&instanceUrl=https://dev72734.service-now.com&env=servicenow&nextGen=true

6. Click Submit to finish your integration configuration.

Freshdesk

You are unable to manually upgrade/test. Please request whitelisitng for early upgrade/testing here.  

SugarCRM

You are unable to manually upgrade/test. Please request whitelisitng for early upgrade/testing here.  

Key Differences Between Old and New Integration

Record linking and matches

Notes