Configuring NetSuite Integration for Individual System Sign-On

Configuring NetSuite integration for Individual System Sign-On involves:

• Enabling and defining screen pop settings in the Configuration Manager
• Enabling agent accounts for integration

Defining Screen Pop Settings

To enable CRM integration for a tenant, you need to define the screen pop settings

in the Configuration Manager. The configuration requires you to select a target CRM, specify events that trigger screen population of CRM records, and specify popup 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.

The events triggering a screen pop may be one or all of the followings:

• An agent is offered a transaction
• An agent has accepted a transaction
• An agent has completed a transaction

Due to security compliance with NetSuite, the integration does not support iFraming. This warrants setting up screen pop in a separate browser window. This can be configured by both:

• Administrator in Configuration Manager
• Agent in Agent Console

To define screen pop settings for NetSuite:

1. Navigate to Integration > Screen Pop tab in the Configuration Manager.
2. Select Enable Screen Pop check box.
3. Select NetSuite as your Target Type.
   

4. Enter the Account information. The Account refers to your NetSuite account ID accessible to you if you are an administrator, for example: QSDERF115234.

   To access your Account ID:

   1. Log in as NetSuite Administrator.
   2. Click Support tab.
      
   3. Click the Go to SuiteAnswers button under SuiteAnswers.
   4. Click the Contact Support by Phonebutton to view the Account ID.
      
5. Select Enable Customization.
   This option instructs a tenant to execute a custom XML script for NetSuite integration. If customization is enabled, the Script URL must contain a valid URL that points to the location of the custom script. Once the Script URL is specified and the screen pop page is saved, all features and functionality of the standard integration are replaced with the custom functionality. Agents see the changes with their next login.
6. Define the attributes for Landing Pages.  A Landing Page refers to the opening page of NetSuite when you log in to Agent Console. Virtual Contact Center offers a custom tab and an 8x8 CRM tab:
   
   • Enable Custom—Allows you to land in any CRM page you specify. If you select this option you need to specify:
     • Title—A name to show on the custom tab, for example: My SalesSuite.
     • URL—The landing URL which launches when agent logs in to Agent Console. Enter LIST_CUSTJOB in this field to launch Customers Lists page. Modify this link to point to any other location within NetSuite.
   • Enable 8x8 CRM—Allows access to the Virtual Contact Center CRM by opening Cases, Customers, and Tasks tabs.

7. Define events that trigger screen pop for a transaction:
   1. When an agent is offered transaction
   2. When an agent accepts transaction
   3. When an agent ends transaction

8. Under Window Properties, check the option to open a new window for screenpop, and specify its size and position.
   

   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 iFrame.

   Learn more about how to control properties of a screen pop window.

   Window Properties	Description
   Open new window for screen pop	This option allows agents to view landing page and screen pop of interactions in a standalone pop up window. If disabled, prompts you to open a new window for landing page. If an interaction is connected to multiple records, a tab opens listing 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: Use single window only: This option displays the screen pop in a new window and refreshes the same window to show new contact and call log information. If screen pop is triggered for multiple events, the window refreshes for each event.  If disabled, launches multiple windows for each triggered event. Hide result listing for single search result:  If an interaction fetches multiple matching records, a browser window lists all matching records in a tabular format. Clicking on a record shows the record details. If this option is enabled, an interaction fetching a single matching record opens the record details in a new window and hides the result listing tab as shown below. Note: With this option enabled, if an interaction matches multiple records, a tab opens with all the resulting records listed. If the CRM window is collapsed, it expands automatically.
   Show Toolbar	Selecting Yes displays the Internet Explorer toolbar at the top of the stand-alone popup window. Selecting No displays the window without the Internet Explorer toolbar. Note: Show toolbar is not supported on IE9.
   Size and Position	Specify exact dimensions of the screen pop window and its position on the screen. In the width and height text entry areas, enter the size of the screen pop window in pixels. In the top and left text entry areas, enter the screen position of the screen pop's upper-left corner in pixels.

Note: The configuration of Screen Pop window properties may be controlled by agents from the Agent Console if the administrator extends this capability to agents.

9. Save your configuration settings.
10. With the screen pop configuration in the Configuration Manager complete, you are now ready to set up the Agent Console for integration.

Agents already logged in have to log out and log back in to benefit from the configuration change.

Enabling Agent Accounts for Integration

An agent has to save the 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:

1. Log in to your Agent Console, and navigate to My Profile.

2. Scroll down to the External Setup.
   The External Setup provides three tabs:

   • Authentication
   • Screen Properties
   • Window Properties
     
3. Enter your NetSuite account login ID and password in the Authentication   tab.
   
   

Note: If your external password contains special characters, the integration fails. Please reset the NetSuite account password to exclude any special character.

4. In the Screen Properties tab, check the option to open a new window for screen pop.
   
5. Click the Window Properties tab to view or redefine the Screen Pop window properties.
   
6. Save your settings. You are automatically signed into your NetSuite account.
   

Based on the settings, when an incoming call, or chat, or an email is offered/accepted/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, 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.

Customization

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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