The Single Sign-On integration allows a common authentication for NetSuite and Virtual Contact Center. By logging in to NetSuite, you are automatically signed in to Virtual Contact Center. The user is required to enter the authentication information only once per session.
Reduced and convenient Virtual Contact Center sign-in time while working on NetSuite.
- iFrame is not supported
- 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.
Setting up NetSuite for Single Sign-On integration with 8x8 Virtual Contact Center requires you to:
To install Virtual Contact Center Bundle:
Click 8x8 Virtual Call Center from the list.
A new page opens containing the bundle details.
The Preview Bundle Install page opens.
Click OK at the prompt.
A page opens with a list of installed bundles. The new bundle status is pending.
Refresh the page to see the check mark under 8x8 Virtual Call Center status.
To create the SSO Connection:
Click Edit next to 8x8 Virtual Contact Center.
The Suite Sign On page appears containing the Connection Points tab.
Edit the URL to match your cluster URL.
Your cluster URL may be in this format: https://vcc-naX.8x8.com/AGUI/
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/
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:
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:
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:
On the Dashboard page click Personalize Dashboard link or , find Settings , then click Personalize Dashboard.
Click Custom Portlet in the list of available portlets in the left tree.
An empty portlet is being created.
Select VCC Integration from the list.
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:
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.
To uninstall the NetSuite SSO:
Download User Guides
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