Open Forum

Is anyone out there using the 8x8 Oracle NetSuite Integration with 8x8 Work?

I have just started testing this (as part of my POC), and so far I am not impressed. I am struggling to get answers from my implementation partner, so I thought I would ask here to see if what I am seeing is 'normal' or there are issues with our NetSuite or 8x8 implementation that could be causing this.....

• You cannot answer the call from the 8x8 panel (even though it has the green and red buttons on it) – you have to answer the call on the main 8x8 app
• It would be helpful to confirm which phone number fields in NetSuite the panel is searching – at least one of our fields is a custom field (so I understand that is not going to be searched), but it would be good to confirm what fields are used so that I can move our data into a more useful location.
• I accept that screen popping cannot work automatically if there are multiple matches, and I see that once you answer the call (on the main 8x8 app), you can then switch to the 8x8 panel, and switch to the 'Search' tab and this shows the multiple matches (and allows you to pop the one you want in NetSuite) – it just seems a very 'clunky' interface / process. As far as I can see the 'Work' tab on the 8x8 panel is largely useless??
• During and after the call, on the Search tab of the 8x8 panel you have the option to enter notes for the 'Wrap up' and options to select which contact to add this to (if there were multiple matches). I can't see any kind of 'save' button, so I'm not clear on how this is meant to work? I can't see any calls being logged in NetSuite, but I'm not sure if the Wrap up has to be 'saved' in some way (or if there is something in our NetSuite configuration preventing the calls being logged)
• The documentation linked above says: Upon terminating a call (inbound or outbound), Virtual Office for NetSuite generates a call log known as a Phone Call which implies it should be happening automatically?
• I set up the CTI dialling (as per the documentation) which enables the 'outbound' calling from NetSuite records – but again this is a very 'clunky' process – it appears that you first get an 'incoming' call to the main 8x8 client ('from' the number you are trying to dial out), and then, once you answer that (in the main 8x8 app), this then begins dialling out to the requested number.
• If you try and dial out from the 'call list' within the 8x8 panel, this also does the same 'incoming' call that you need to 'answer' before the 'outgoing' call starts ringing
• Turning that CTI option back off, and then enabling the Chrome 8x8 plugin for click to dial appears to work a little better, but it appears to 'move' all the numbers on the webpage to the right by about 8mm – is there meant to be some kind of icon there?
  Normal: 
  
  with 8x8 Extension enabled:
  
  

I would be grateful for any thoughts or feedback on this....

Hey Paul,

I'm a contact centre user and not of Oracle Netsuite but we have integrated with CRM's and this does sound typical (though a specialist may give a more detailed response)

I believe 8x8 are developing a WebRTC connection for the contact centre side and we're hoping that will mean we can stop using the Work app. I guess once the WebRTC functionality is available they'll be able to plumb it into a new version of the CRM connectors or make API's available so that developers can build custom CRM connectors (or you may be able to use a Netsuite front end and connect that to the 8x8 API's).

Best of luck!

I'm told the WebRTC version can be enabled as built into the VCC - it'll just be a new block as part of the agent workspace - not a separate browser tab or app as it is at the moment. This is essential to us so we'll be volunteering as crash test dummies as soon as possible!

Thanks all - overall I'm very disappointed with the NetSuite integration, and I think it's highly unlikely we'll use it.

Is anyone else using the generic browser plugin for click to dial? Are you also seeing the format change/numbers move as I am above?

I feel like there should be an icon shown against the number (other click to dial plugins typically do this).

I'm also looking at the Call info pop-up option in the Work App:

8x8 Work for Desktop—View call info pop-up

I can't see any way to set this centrally on the user. Does anyone know if there is any way to set this up for the users, or do we need to configure this manually for every user once the app is installed and they are logged in?

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Paul Fleetwood
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Hi Paul, 

I am the Product Manager for CRM Integrations at 8x8. Here are a few responses to your questions/feedback:

1. That is correct. However, We are looking at building in softphone capabilities to remove the requirement for an 8x8 work desktop to be installed. There is no timeframe as of yet. 
2. On an Inbound or Outbound interaction the following fields are searched for matches ''Contact, Customer, Lead, Prospect, Employee, Vendor, Partner and Case''. These can be enabled/disabled in settings. More information is provided in the user guide here https://docs.8x8.com/8x8WebHelp/virtual-office-for-netsuite-agent-3-1/Content/netsuite31/get-started.htm#tour-the-interface 
3. Thank you for your feedback. We have improved the user interface and user experience on our Contact Center integration and will be looking to expand this to the Work integration in due course. 
4. Providing 'Auto Call Log' is enabled in settings, a 'Phone Call' is logged upon call termination. If notes were entered during the call, these will be associated with that log. 
5. Thank you for your feedback. We hope to improve this process as part of the integrated softphone in response to question/statement 1. 

Best Regards, 

Calvin 

Thanks for the feedback Calvin.

It is possible that it is something within our NetSuite configuration that is preventing the call records from being created (the auto call log is certainly ticked).

However, I think the other issues around usability will stop us rolling this out to our users. I will keep an eye out for any potential improvements in future versions.

It could be a NetSuite permission issue. For example, your user does not have the correct permission to create/update a 'Phone Call' within NetSuite. 

I would recommend raising a support ticket with 8x8 and one of our support agents will help dig a little deeper and escalate if required. 

Thanks, 

Calvin