To enable CRM integration for a tenant, you need to define the screen pop settings in 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 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 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.To access your account ID:
- Log in as a NetSuite administrator.
- Open the Support tab.
- Click Visit the SuiteAnswers Site under SuiteAnswers.
- Click Contact Support by Phone to view the Account ID.
- 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 Agent Console. Virtual 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 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 Virtual 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 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?Window Property Description Open new window for screen pop This option allows agents to view landing page and screen pop for interactions in a stand-alone pop-up window. If disabled, you are prompted to open a new window for the landing page.
If an interaction is connected to multiple records, a tab opens and lists all matching records, with the first record details displayed in a new window. You can click on a record to view the record details.
Along with this option, two more options are available:- Use single window only: This option displays the screen pop in a new window, and refreshes the same window to show new contact and call log information. If screen pop is triggered for multiple events, the window refreshes for each event. If this option is disabled, multiple windows are launched for each triggered event.
- Hide result listing for single search result: If an interaction finds multiple matching records, a browser window lists all matching records in a tabular format. Clicking on a record shows the record details. If this option is enabled, an interaction finding a single matching record opens the record details in a new window and hides the result listing tab.
Note: With this option enabled, if an interaction matches multiple records, a tab opens with all the resulting records listed. If the CRM window is collapsed, it expands automatically.
Show Toolbar - Selecting Yes displays the Internet Explorer toolbar at the top of the stand-alone pop-up window.
- Selecting No displays the window without the Internet Explorer toolbar.
Note: Show Toolbar is not supported on Internet Explorer 9.
Size and Position Specify the exact dimensions of the screen pop window and its position on the screen. - In the Width and Height text entry areas, enter the size of the screen pop window in pixels.
- In the Top and Left text entry areas, enter the screen position of the screen pop in pixels.
Note: The configuration of screen pop window properties may be controlled by agents from 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 Configuration Manager complete, you are now ready to set up Agent Console for integration. Agents must log out and log back to benefit from the configuration change.
