The Single Sign-On integration allows a common authentication for NetSuite and Virtual Contact Center. By logging in to NetSuite, the user automatically signs in to Virtual Contact Center. The user is required to enter the authentication information only once per session.
Note: Moving to Single Sign-On integration from Individual System Sign-On is a one-way process. Once you set up Single Sign-On integration for your tenant, you cannot revert to Individual System Sign-On.
-iframe is not supported: The 8x8 Virtual Contact Center appears on a separate browser window.
-Single Sign-On is the only option for new customers. Existing customers cannot revert to Individual System Sign-On once they choose Single Sign-On for integration.
Setting up NetSuite for Single Sign-On integration with 8x8 Virtual Contact Center requires you to:
To install the Virtual Contact Center bundle:
To create the SSO connection:
The screen pop feature allows agents to access and preview customer records before accepting a call. It reduces time in identifying the customer. To enable automatic screen pop for interactions, you must configure screen pop settings in Configuration Manager.
To enable screen pop:
For NetSuite users to log in to Virtual Contact Center, you must create an agent account in Configuration Manager. You must then link the agent account to the NetSuite user account with the same email address. See Create Agent Accounts in Virtual Contact Center for more information. Before you start, locate the agent’s email address in NetSuite.
Note: If an agent changes their email ID using Agent Console, the Virtual Contact Center login fails.
For customers using VCC-Configuration Manager:
For customers using Account Manager:
For customers using VO-Configuration Manager:
As a NetSuite user, you must add a portlet to initiate a login session with Virtual Contact Center. Log in to your NetSuite account and follow the instructions below to create a Virtual Contact Center portlet:
To launch Virtual Contact Center from NetSuite:
Note: For a smoother call flow, Virtual Contact Center offers click-to-dial API that allows you to click hyperlinked phone numbers in CRM records to place outbound calls from the native NetSuite interface. This eliminates the need to enter an outbound phone number in the Agent Console Control Panel. Click here to learn how to set up click-to-dial functionality.
To uninstall NetSuite SSO:
Open topic with navigation