Try the following troubleshooting procedures to resolve the most common integration issues:
Search does not return any results.
If Search does not return any results, it may be because you do not have access to several entities in the CRM integration:
Entity: Contact
Fields: Phone, MobilePhone, HomePhone, AssistantPhone, OtherPhone, Fax
Entity: Account
Fields: Phone, Fax
Entity: Lead
Fields: Phone, MobilePhone, Fax
Note:
If you are an agent, contact your administrator.
My screen pop fails in CRM integration.
A screen pop failure is commonly attributed to browser caching issues, blocked pop-ups, and blocked websites.
External username and password is empty or incorrect.
Error: External username and password is empty or incorrect. The possible causes are:
The external password value in the Virtual 8x8 Contact Center for Salesforce app profile contains special characters.
Reset the Salesforce account password to exclude special characters.
Enter the reset password as the external password in the Virtual 8x8 Contact Center for Salesforce app profile.
The Salesforce user role is denied access to web services.
Contact your Salesforce administrator to grant web services access to the role.
I am unable to receive any calls.
Check your agent status. Your status must be Available to receive calls.
Check phone number settings, and make sure you have set up a valid phone number or SIP URI.
Check if you are assigned to the correct queues.
The screen pop does not work.
Refer to the 8x8 support page to troubleshoot.
The screen pop cannot find the matching telephone number in Salesforce.
Error: The screen pop searches the Account, Contact, and Lead objects before returning the records that have matched the phone number of inbound Caller ID. If an agent does not have the permission to access any of the objects, the search fails.
Possible fix: Go to Change status 
> My profile > Integrations, and enable access to Account, Contact, and Lead objects, or send your request to 8x8 Support to remove the search feature for objects that are not needed by that agent.
An agent receives the following message when logging in to the 8x8 Contact Center app.
The content is blocked in the 8x8 Contact Center app.
Error: This content is blocked. Contact the site owner to fix the issue.
Possible fix: Add https://cloud8.8x8.com as trusted URL.
To add a new trusted URL:
Log in to Salesforce.
Click the Setup
icon from the top right side of the page.Select Setup.
In the quick find bar, type Trusted URLs.
Select Trusted URLs from the list of search results.
Click New Trusted URL.
In the API Name field, add a relevant name. The trusted URL API name can only contain underscores and alphanumeric characters. It must be unique, begin with a letter, and must not contain spaces and consecutive underscores.
In the URL field, add https://cloud8.8x8.com.
Click Save.
Refresh the browser and clear your cookies and cache before you try to relaunch the 8x8 Contact Center app.
Your SSO token has been terminated and your SSO session is no longer valid. In order to continue using AGUI fully integrated, please log out from VCC, relogin using the link provided on your call center.
Error: An agent is logged in to 8x8 Contact Center multiple times, likely via mobile phone, console, or Classic modes.
Possible fix: Log out and close all browser windows to start a new login session in Salesforce to launch 8x8 Contact Center.
Your CRM vendor has returned an error; Task: bad field names on insert/update call: Type
Error: The access is missing to Task type field.
Possible fix: You must set the field-level security and allow permission to Task type field.
To set the field-level security:
Log in to Salesforce.
From Setup, open Object Manager, and then in the Quick Find box, enter the name of the object containing the field.
Select the object, and then click Fields & Relationships.
Select the field you want to modify.
Click Set Field-Level Security.
Specify the field's access level.
Save your changes.
The Type field is accessible the next time the agent logs in.
Your CRM integration is not configured. Please work with your administrator to configure it in 8x8 Configuration Manager.
Error:8x8 Configuration Manager does not have agent enabled for Salesforce.
Possible fix: The tenant administrator has to log in to 8x8 Configuration Manager and complete the integration configuration:
Log in to 8x8 Configuration Manager.
Go to Integration > Screen Pop.
Select Salesforce under Target Attributes.
Select the Select and assign all agents check box.
For details, see our content on defining screen pop settings in the 8x8 Configuration Manager guide.
The system is unavailable. Please try again later.
Error: The agent profile is disabled.
Possible fix: Verify that the agent profile is enabled in the 8x8 Configuration Manager.
The Single Sign-On failed. If problem persists, please contact your administrator for further assistance.
Error: The employee's email address used for Salesforce login does not match the agent's email address in 8x8 Configuration Manager.
Possible fix: Verify that the employee's email address used to log in to Salesforce matches with the 8x8 Contact Center agent profile email address. The email address is case-sensitive.
Your SSO token has been terminated and your SSO session is no longer valid. In order to continue using AGUI fully integrated, please log out from VCC, relogin using the link provided on your call center.
Error: The message indicates that the SalesforceSingle Sign-On token is expired, and the 8x8 Contact Center is functioning without Salesforce integration. Therefore, the screen pop is not prompted.
Possible fix: Log out of both 8x8 Contact Center and Salesforce, and log back in to both accounts to synchronize the SSO token.