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 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:
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:
The screen pop applies to:
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:
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:
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.
|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:
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.|
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.
Agents must save their NetSuite account username and password in the profile for accessing the integrated Agent Console.
To set up external CRM properties in the agent’s profile:
Note: If your external password contains special characters, the integration fails. Please reset the NetSuite account password to exclude any special characters.
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, Virtual 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 Agent Console Control Panel. Click here to learn how to set up click-to-dial functionality.
Virtual 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].
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