Note: This version of the integration is no longer supported. For the latest version of this guide, see 8x8 Integration for NetSuite 3.1 For Administrators.
Configure Individual System Sign-On Integration
Configuring NetSuite integration for Individual System Sign-On involves:
To enable CRM integration for a tenant, you need to define the screen pop settings in 8x8 Configuration Manager. For configuration, you must select a target CRM, specify events that trigger screen pop for CRM records, and specify pop-up window properties in the 8x8 Configuration Manager. An agent must then save the login credentials of the external CRM account in the agent’s profile. Integration enables searching for records containing phone data matching caller ID, and pops up the corresponding record(s) for specific events.
One of the following events may trigger a screen pop:
- An agent is offered an interaction
- An agent accepts an interaction
- An agent completes an interaction
Due to security compliance with NetSuite, the integration does not support iframing. It warrants setting up screen pop in a separate browser window. This can be configured by both:
A screen pop is the process of presenting customer data to an agent automatically during an interaction eliminating the need to manually search for the customer data. The process involves searching for records with:
- Phone field: Matching caller Automatic Number Identification (ANI) for phone and voicemail media
- Case numbers: Matching case ID for chat media
- Email field: Matching email ID for email media and displaying the search results on the agent’s screen
The screen pop applies to:
- Inbound interactions, including those for phone, voicemail, chat, and email media
- Interactions involving web callback
If the search retrieves multiple records, the screen pop lists all matches in a table, and displays the details of the first record. If the search fails to find matching records, it pops a blank record to create a new customer record, case, or contact.
The integration now supports automatic generation of call, chat, and email logs for all inbound and outbound interactions. An auto log is a record that automatically logs the details of every interaction across all media and relates to an appropriate object. For example, a call log includes information such as call duration, call answered time, call hang-up time, interaction ID, and call type. An auto log is generated at the end of post-processing of an interaction.
An auto log is created for:
- Inbound interactions
- Outbound interactions
- Interactions involving web callback
- Interactions involving click-to-dial
An inbound auto log automatically associates with a matching contact record provided the contact is associated with a company, while an outbound auto log creates an independent task.
Note: If a contact record is not linked to a company, the inbound call log is not associated with the contact record. The log saves as a stand-alone phone call or task.
To define screen pop settings for NetSuite:
- Go to Integration > Screen Pop in 8x8 Configuration Manager.
- Select the Enable Screen Pop check box.
- Select NetSuite as your Target Type.
- Enter the Account information. It refers to your NetSuite account ID, such as QSDERF115234, accessible to you as an administrator.
- Select Enable Customization.
This option instructs a tenant to execute a custom XML script for NetSuite integration. If customization is enabled, the Script URL text entry area must contain a valid URL value that points to the location of the custom script. Once the Script URL is specified and the screen pop page is saved, all features and functionality of the standard integration are replaced with the custom functionality. Agents see the changes on their next login. - Define the attributes for Landing Pages. A landing page is the opening page of NetSuite when you log in to 8x8 Agent Console. 8x8 Contact Center offers a custom tab and an 8x8 CRM tab:
- Enable Custom: Allows you to land in any CRM page you specify. If you select this option, you need to specify:
- Title: The name that shows up on the custom tab, such as My SalesSuite.
- URL: The landing URL that launches when agent logs in to 8x8 Agent Console. Enter <LIST_CUSTJOB> in this field to launch the Customers lists page. Modify this link to point to any other location within NetSuite.
- Enable 8x8 CRM: Allows access to the 8x8 Contact Center CRM by opening the Cases, Customers, and Tasks tabs.
- Enable Custom: Allows you to land in any CRM page you specify. If you select this option, you need to specify:
- Define events that trigger screen pop for an interaction:
- When an agent is offered an interaction
- When an agent accepts an interaction
- When an agent completes an interaction
- Under Window Properties, select the open new window for screenpop check box, and specify the size and position of the screen pop window.
Note: Failing to check this option results in an error while launching NetSuite from 8x8 Agent Console. For security reasons, NetSuite does not support display within the same browser window or iframe.
How do I control the properties of a screen pop window?Note: The configuration of screen pop window properties may be controlled by agents from 8x8 Agent Console if the administrator extends this capability to agents. Go to My Profile > External Setup to configure the setting.
- Save your configuration settings.
- With the screen pop configuration in 8x8 Configuration Manager complete, you are now ready to set up 8x8 Agent Console for integration. Agents must log out and log back to benefit from the configuration change.
Agents must save their NetSuite account username and password in the profile for accessing the integrated 8x8 Agent Console.
To set up external CRM properties in the agent’s profile:
- Log in to your 8x8 Agent Console, and go to My Profile.
- Scroll down to the External Setup.
The External Setup provides three tabs:- Authentication
- Screen Properties
- Window Properties
- Enter your NetSuite account login ID and password in the Authentication tab.
Note: If your external password contains special characters, the integration fails. Please reset the NetSuite account password to exclude any special characters.
- In the Screen Properties tab, check the option to open a new window for screen pop.
- Click the Window Properties tab to view or redefine the screen pop window properties.
- Save your settings. You are automatically signed in to your NetSuite account.
Based on the settings, when an incoming call, chat, or email is offered, accepted, and completed, the matching record(s) pop in the NetSuite browser instance.
Note: For a smoother call flow, 8x8 Contact Center offers click-to-dial API. With click-to-dial, you can click hyperlinked phone numbers in CRM records to initiate outbound calls from the native NetSuite interface. This eliminates the need to enter an outbound phone number in the 8x8 Agent Console Control Panel. Click here to learn how to set up click-to-dial functionality.
Customization
8x8 Contact Center’s standard integration can be extended and customized to suit your needs. To discuss your customization needs, contact our Professional Services at [email protected].