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.

Appendix A: Set up Click-to-Dial Functionality

8x8 Contact Center offers click-to-dial API that allows you to 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. The typical usage of click-to-dial is to create clickable hyperlink on CRM record to dial out on corresponding customer phone number.

To set up a NetSuite account to use click-to-dial functionality you must:

You must have access to a NetSuite account administrator role to perform this procedure.

To enable NetSuite web services and telephony integration:

  1. Log in to your NetSuite account as an administrator.
  2. Go to Setup > Company > Enable Features.
  3. Open the SuiteCloud tab.
  4. Select the Web Services check box under SuiteTalk (Web services).
  5. Select the Telephony Integration check box under Integration Add-ons.
  6. Click Save.

NetSuite saves the settings. You can now configure click-to-dial in each NetSuite agent account that uses the feature.

To configure a NetSuite agent account for click-to-dial functionality:

  1. Log in to your agent NetSuite account.
  2. Go to Home > Set Preferences.
  3. Open the Telephony tab.
  4. From the Telephony Option drop-down menu, select CTI.
  5. Enter your CTI URL as follows:
    <platform URL>/AGUI/make_call.php?phone={phone}
    Example: <http://vcc-na8.8x8.com/AGUI/make_call.php? phone={phone}>
    For platform URLs, refer to the Platform URL guide.
  6. Enter <1> for the Prefix to Dial Out.
  7. Click Save.
    Repeat the above procedure for each 8x8 Contact Center agent account that integrates with NetSuite and uses the click-to-dial feature.