Configuring 8x8 Virtual Contact Center for Single Sign-On Integration with NetSuite

• Easy installation using SuiteBundler—NetSuite user is mapped to Virtual Contact Center Agent profile.

• Reduced and convenient Virtual Contact Center sign-in time while working on NetSuite.

• Improved security—we do not store the NetSuite user credentials and password in Virtual Contact Center to reduce the chance of login credentials being compromised.
• Enhanced User experience—It allows the users to seamlessly sign in to Virtual Contact Center from the NetSuite dashboard. The advantages are:
  • No need to remember or enter Virtual Contact Center user credentials.
  • Full functions of Virtual Contact Center and NetSuite.
  • No need to refresh Virtual Contact Center while using NetSuite.

Note:
- iFrame is not supported in the new release—The 8x8 Virtual Contact Center appears on a separate browser window.
- Single Sign-On is the only option for new customers. The existing customers cannot revert to non-SSO once they choose SSO.

You can associate only one tenant per Virtual Contact Center bundle. For workaround, contact 8x8, Inc. professional services.

To install Virtual Contact Center Bundle:

1. Log in to NetSuite website as an administrator.
2. Navigate to Customizations > SuiteBundler > Search & Install Bundles.
3. Type 8x8 Virtual Call Center and click Search.

4. Click 8x8 Virtual Call Center from the list.
   A new page opens containing the bundle details.

   

5. Click Install.

   The Preview Bundle Install page opens.

   

6. Click Install Bundle.

7. Click OK at the prompt.

   A page opens with a list of installed bundles. The new bundle status is pending.

8. Refresh the page to see the check mark under 8x8 Virtual Call Center status.

   

To create the SSO Connection:

1. On the Setup menu, click Integration > SuiteSignOn. A list of bundles appear.

2. Click Edit next to 8x8 Virtual Contact Center.

   The Suite Sign On page appears containing the Connection Points tab.

   

3. Edit the URL to match your cluster URL.

   Your cluster URL may be in this format: https://vcc-naX.8x8.com/AGUI/
   login_ns_sso.php?tenant=yourtenantname.

   Where X is the Virtual Contact Center instance your tenant is created on, and yourtenantname is your tenant ID.
   For example, AcmeJets has the following URL: https://vcc-na8.8x8.com/AGUI/
   login_ns_sso.php?tenant=AcmeJets

4. Click Save.

Screen pop refers to the process that allows agents to access and preview customer records before accepting a call, and reduces time in identifying the customer. To enable automatic screen pop for interactions, you must configure screen pop settings in Configuration Manager.

To enable Screen Pop:

1. In Configuration Manager, navigate to Integration > Screen Pop tab from the Navigation menu.
   
   
2. Select Enable Screen Pop.
3. Select NetSuite.
   By default, the Integration Type is SSO.

4. Click Save.

For NetSuite users to log in to Virtual Contact Center, you must create an agent account in Configuration Manager. You must then link the agent account to the NetSuite user account with the same email address.

Note: If an agent changes email ID using the Agent Console, the Virtual Contact Center login fails.

To Connect the NetSuite user to Virtual Contact Center:

1. In Configuration Manager site, navigate to the Agents tab to create a new agent for the NetSuite User, or use an existing agent account.
2. In General tab, enter the agent’s information.

   Make sure the agent's email address matches the employee’s email address in NetSuite.

   

3. Click Save.

As a NetSuite user, you must add a portlet to initiate a login session with Virtual Contact Center.

Log in to Netsuite account and follow the instructions below to create a Virtual Contact Center portlet:

1. Navigate to Home > Dashboard.

2. On the Dashboard page click Personalize Dashboard link or , find Settings , then click Personalize Dashboard.

   

3. Click Custom Portlet in the list of available portlets in the left tree.

   An empty portlet is being created.

4. In the new portlet, click on the top right corner.
5. Select Setup.

6. Select VCC Integration from the list.

   

7. Click Save.

   The 8x8 Virtual Contact Center portlet is now displayed on the dashboard. Drag and drop it to the desired location on the dashboard.

   

   To launch Virtual Contact Center, click the link inside the portlet.

To launch the Virtual Contact Center from NetSuite:

1. Go back to Home > Dashboard.

2. Click the link in 8x8 Virtual Office Portlet.

   The Virtual Contact Center window launches. Resize and place the window as desired.

   

   Note: For a smoother call flow, Virtual Contact Center offers Click-to-Dial API, which 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 Agent Console Control Panel.  Click here to learn how to set up Click to Dial functionality.