Set up CRM Integration custom field mapping

CRM field mapping lets you map 8x8 interaction log data to specific fields in the interaction log. This creates more consistent data capture and makes searching and reporting easier. By aligning 8x8 data with your organization's CRM structure, you can ensure that critical interaction details are stored where your team needs them.

Limitations

Salesforce is currently the only supported CRM platform.
CRM field mapping is 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 is also added to the Comments field in Salesforce, in addition to any field mapping rules you configure.

Requirements

Admin access to 8x8 Admin Console.
Admin access to your third-party system.

Prerequisites

You must create any custom fields in Salesforce before mapping 8x8 interaction data to them.

Available interaction log data

The following interaction log data is available to map to your CRM.

Interaction log data for 8x8 Work and 8x8 Engage

The following interaction log data is available to map for 8x8 Work and 8x8 Engage phone interactions.

Data	Type of information stored	Populated when set as
Data	Type of information stored	Offered	Connected	Complete	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 8x8 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 for 8x8 Contact Center

The following interaction log data is available to map for 8x8 Contact Center phone interactions

Data	Type of information stored	Populated when set as
Data	Type of information stored	Offered	Connected	Complete	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 the CRM Field mapping:

Log in to 8x8 Admin Console.
From the Home page, select CRM Integration Profiles.
Select the Field mapping tab.

Create a new mapping

From the Field mapping tab, click Create mapping.
From the CRM drop-down list, select a CRM
Click Connect.
In the floating window that opens, enter your CRM credentials, then click Log in.
When the authentication is successful, the status changes to Connected.
From the 8x8 Product drop-down, select the product you want to map to:
- 8x8 Work & Engage
- 8x8 Contact Center
From the 8x8 Media drop-down, select the media type for the mapping.
From the 8x8 Object drop-down, select the CRM object for the mapping.
From the 8x8 Data drop-down, select the interaction log data you want to map.
From the CRM Fields drop-down, select the field to map the data to.

Note: To add a new field, click Add field

Click Save as draft. This saves your field mapping changes for later.
Click:
- Test field mapping: Test the mapping implementation. See Test field mapping.
- Click Publish to implement the field map. This option is only available after saving the field map as a draft.

Test field mapping

To test field mapping, a new record is created using the object and fields selected. You can associate this with an existing record, e.g., Contact.

To test your field mapping:

Create a mapping and click Save as draft.
Click Test custom field mapping.
From the dialog that opens, select the record type you wish to create the test interaction log against.
Enter the record type's phone number.
Click Search.
From the search results, select the record you wish to assign the test interaction log to.
Click Test.