Troubleshooting 8x8 Work for NetSuite

Make sure you are logged in to the 8x8 Work desktop or mobile apps, or have a working desk phone.

The 8x8 Work for NetSuite integration searches the CRM by phone number and only returns contacts, customers, and leads. Cases do not appear in incoming call search results because they are not stored against a phone number in NetSuite. When Cases is enabled under Search Types, you can manually search the CRM for existing Case records.

To view a case during a call:

• Search for the case number using the search box.
• Open the matched contact record and navigate to their cases.

NetSuite requires a contact to be associated with a Company. If no valid company is available, NetSuite rejects the record and the call log will not include a contact or company association.

To ensure the call activity is logged correctly, assign the contact to a company in NetSuite before logging the call.

Search Types allows you to control what CRM Objects are searched. These can be configured within your integration settings or CRM Integration Profiles.

Note: Users can only edit Search Types if permitted by the administrator.

To access Search Types in the integration:

1. Click the Settings icon from the top of the 8x8 Work for NetSuite integration app.
2. Click Integrations.
3. Scroll down to the Search types.

If permitted by the admin, you can enable or disable the search types to suit your organizational needs.

• Ensure that you are connected to integration with NetSuite.
• Go to Settings > Integrations and enable the Auto interaction log option to automatically generate a call log. A call log includes information about the time a call was initiated, terminated, duration and more.
• Make sure that a pop-up blocker is not preventing new tabs from opening from NetSuite.

A screen pop failure is commonly attributed to browser caching issues, blocked pop-ups, and blocked websites.

To clear the browser cache in Chrome:

1. Click the More icon in the top-right corner of your Chrome browser window.
2. Select Settings from the menu.
3. Click Advanced at the bottom of the page.
4. Under Privacy and security, select Clear browsing data.
5. Select the following check boxes from the list:
   • Cookies and other site data.
   • Cached images and files.
6. Click Clear data.