Get started with 8x8 Contact Center for NetSuite

Once you have access to 8x8 Contact Center for NetSuite, go through the following steps to get started:

Gather your credentials

In order to use 8x8 Contact Center for NetSuite, you need:

  • Login access to an NetSuite account
  • Login access to an 8x8 8x8 Contact Center agent account

Log in to the integration

Single Sign-On is not supported in 8x8 Contact Center for NetSuite; you must also log in to 8x8 integration after you log in to NetSuite.

To log in to the integration:

  1. Log in to your NetSuite account.
  2. In the NetSuite additional authentication screen, enter the answer (received from your supervisor) to the secret question in the Answer field.

  3. Click Submit. The NetSuite Home Dashboard screen displays.
  4. Select the 8x8 for NetSuite section to expand it.

  5. Select Click here to open 8x8 panel to open the 8x8 floating browser.
  6. The NetSuite Home Dashboard screen displays.
  1. In the Setup screen in the floating window browser:
    • Select VCC from the upper right-hand corner drop-down menu.
    • Enter your VCC domain link (such as https://vcc-na1.8x8.com for mode 1 users and https://sso.8x8.com/login/vcc-naX for mode 3 users), which is required to connect to your 8x8 Contact Center tenant.
    • Enter the VCC CRM Integration Data Request Token required to access the recorded calls. The token is generated and communicated to you by your supervisor.
      The Advanced setup screen appears the first time you log in and after clearing your browser cache. You can access it under Settings > Advanced.

  2. Click Save. The 8x8 Login floating screen displays. Single Sign-On is not supported.

  3. At the prompt, enter your user ID and password to log in to 8x8 Contact Center for NetSuite.

    Note: Consult your supervisor for your 8x8 Contact Center domain, token, and login credentials.

  4. You are now logged in to the app. The application launches and places you in the On Break status.

    Note: You must change your status to Available to be able to handle interactions.

  5. Click Available or Work Offline to change your status.

For more information on agent status and an overview of (Undefined variable: 8x8VariablesSet.AgtConsole ), refer to the Quick Start Guide. (Undefined variable: 8x8VariablesSet.AgtConsole ) enables agents to manage customer interactions across all channels.

Ensure the integration is activated

In order for your integration to function, ensure that the integration is connected with NetSuite via your settings. The integration is activated by default.

To activate the integration:

  1. Click the Settings icon in your integration panel.
  2. Go to Integrations > Netsuite > Connect. If connected successfully, a message shows Connected.
  3. Click X to return to the main screen of the integration. Your integration is now active.

Tour the interface

The 8x8 Contact Center for NetSuite interface consists of a navigation menu with the following menu items.

  • VCC tab: Access the complete functionality of (Undefined variable: 8x8VariablesSet.AgtConsole ) to manage customer interactions across phone, chat, and voicemail media channels.
  • Search tab: View the list of matched records when an inbound call matches single or multiple records. Select the record from the list. If the call is from an unknown number but an existing contact, you can look it up by name or number (enter at least four characters) and assign the call to the contact you want.
  • Settings : Customize your app settings.
    • Integrations > Netsuite: Manage your NetSuite integration settings for call logging.
      Under Settings, you see:
      • Auto Call Log: Enable this option to automatically generate a log for all phone calls, chat interactions, and voicemails. A call log includes information about the time a call was initiated, terminated, duration, queue name, and more. A chat log includes the chat time and transcript. Just like a phone log, the voicemail log includes information about the time a call was initiated, terminated, duration, queue name, and more. This option is enabled by default.
      • Auto Single Match Record Pop: Enable this option if you want a single match record to automatically pop. This option is enabled by default.
      • Call Log Pop: Enable this option if you want the call log to automatically pop when the call ends. This option is enabled by default.
      • Contact: Enable this option so that a call is searched for an existing contact record. This option is enabled by default.
      • Lead: Enable this option so that a call is searched for an existing lead record. This option is disabled by default.
      • Prospect: Enable this option so that a call is searched for an existing prospect record. This option is disabled by default.
      • Employee: Enable this option so that a call is searched for an existing employee record. This option is disabled by default.
      • Vendor: Enable this option so that a call is searched for an existing vendor record. This option is disabled by default.
      • Partner: Enable this option so that a call is searched for an existing partner record. This option is disabled by default.
      • Case: Enable this option so that a call is searched for an existing case record. This option is disabled by default.

    • Locale: View the language or location of this integration. This integration is currently supported only in the US and UK.
    • Report a Problem: Send feedback on an issue or suggest an improvement.

    • Advanced: View your VCC domain and VCC CM Integration Data Request Token values. These details are provided by your administrator.

      Note: Consult your supervisor for the domain and token credentials.

    • About: View details on your user extension and the app.

Set up a phone to receive calls

To handle interactions with your callers, you need to set up a phone. You can set up a softphone or a desk phone from the agent profile in 8x8 Contact Center for NetSuite to receive calls.

To set up a phone to receive calls:

  1. From the Menu drop-down in the integration, select Profile.
  2. In your Personal settings, enter a Workplace Phone number or a Workplace SIP (Session Initiation Protocol) URI.

  3. Click Make Verification Call to verify the phone number.
  4. Make sure the phone number is in the correct format. For example, you may need to add <1> before your area code. Check with your administrator for the correct format.
  5. Click Save.

Check queue assignments

To process phone, chat, and voicemail interactions in 8x8 Contact Center for NetSuite, you must be a member of phone, chat, and voicemail queues.

Note: Phone queues are separately defined for inbound and outbound communications.

To check your queue assignments:

  1. From the Menu drop-down in the integration, select Profile.
  2. In your Assigned Queues settings, click the tab you want for inbound phone, outbound phone, chat, or voicemail queues.
  3. Make sure your queue assignment is active.