Appendix A: Setting up Click-to-Dial Functionality

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.  The typical usage of Click-To-Dial is to create clickable hyperlink on CRM record to dial out on corresponding customer phone number.

Setting up a NetSuite account to use Click-to-Dial functionality requires you to:

1. Enable NetSuite Web and Telephony integration
2. Set up telephony preferences for each agent account from NetSuite

To Enable NetSuite Web and Telephony Integration

You must have access to NetSuite account administrator role to perform this procedure.

To enable NetSuite web services and telephony integration:

1. Log in to your NetSuite account as an Administrator.
2. Navigate to Setup -> Company -> Enable Features.
   
3. Click SuiteCloud tab.
   
4. Select the Web Services under SuiteTalk (Web services).
5. Select the Telephony Integration under Integration Add-ons.
6. Click Save.

NetSuite saves the settings. You can now configure Click-to-Dial in each NetSuite agent account that uses the feature.

To Configure Click-to-Dial in NetSuite Agent Account

To configure a NetSuite agent account to use Click-to-Dial functionality:

1. Log in to your agent NetSuite account.
2. Navigate to Home -> Set Preferences.
3. Click the Telephony tab.
4. From the Telephony Option drop-down menu, select CTI.

5. Enter your CTI URL as follows:

   <platform URL>/AGUI/make_call.php?phone={phone}

   For example: http://vcc-na8.8x8.com/AGUI/make_call.php? phone={phone}

   For platform URLs, refer to the Platform URL guide.
   

6. Enter a Prefix to Dial Out = 1.
7. Click Save.
8. Repeat this procedure for each Virtual Contact Center agent account that integrates with NetSuite and uses Click-to-Dial feature.

Send us your Feedback

Open topic with navigation