Handle calls in 8x8 Work for NetSuite

With 8x8 Work for NetSuite, you can manage calls directly within NetSuite. You can transfer calls to other users or queues, start three-way calls, place calls on hold, and record calls.

Important:

8x8 Work for Desktop, Web, or Mobile must be open to handle calls in the integration.

About screen pop

During an inbound or outbound call, 8x8 Work for NetSuite checks the caller’s phone number and searches the CRM database for a matching record.

When a match is found, the record opens automatically so you can preview key details and prepare for the conversation.

The search may return:

• A single matching record: The record opens via screen pop. A call log known as a Phone Call is created and associated with the record.
  

• Multiple matching records: There are multiple matching records found. You must select the correct record from the list. See How to select another record.

  

• No matching records: No screen pop appears. The call is logged and the call log opens without being assigned to any user record.
  

Place calls

All calls use a two-legged call process. When you place a call, it first rings on your 8x8 Work for Desktop, Web, or Mobile, or on your desk phone. After you answer, the system connects the call to the recipient.

You can place calls to your contacts directly from:

• The dial pad in the Phone tab

• The History tab

• Your Contacts tab

Note

If using a softphone, log in to 8x8 Work for Desktop, Web, or Mobile before you initiate a call. You must first answer the call in the app before it dials out to the recipient. If your 8x8 Work extension is assigned with a desk phone, use the call control panel in the application to handle calls.

How to select another record

You can match a call to a different record when the current record is not the correct match, or when multiple matching records are available.

To match a call to a different record:

1. During a call, click Select another record from 8x8 Work for NetSuite.
   

2. Search and select a different record.
   Alternatively, if multiple records match the caller, select the correct record from the list to associate it with the call. By default, the first record in the list is associated with the call.

3. Click X to exit the matching records list.

Hold and resume calls

While on an active call, you can place the call on hold. The other party listens to music while on hold.

1. To place a call on hold, click  the hold icon in the call control panel.

   

2. To resume the call, click the resume icon.

Add a call and merge calls

With multi-line calling, you can add a call, switch between active calls, and merge calls into a conference.

Note

The ability to make additional calls depends on your 8x8 Work extension. The plug-in supports up to two lines.

To add a third party to an active call:

1. While on an active call, click the More  icon.

   

2. Select + Add call.

3. Select a contact, or use the search bar.
   Alternatively, click the dialpad   icon next to the search bar to type a number.

4. Notify the customer that they will be placed on hold.

5. Click the call   icon  or the call button on the dialpad to call. Your extension phone rings first.

6. Accept the call in the 8x8 Work app or on your desk phone. The call now connects to the third party contact.

7. Once the call is established, click More > Merge.

8. The calls are merged, and the system indicates that you are in a conference call.

9. Click End call. This ends the call for all parties on the call.
   A new call log opens.

Record calls

You have the flexibility to record calls on demand during a call. You can initiate, stop, and resume recording any number of times during a call.

Note

Call recording is available based on your extension.

To record a call:

1. During a call, click record   icon from the call control panel to begin recording.

2. Click Stop or click the record   icon again to stop recording.

When the call ends, a new call ticket opens with the call recording link listed in the details. To download the recording, copy the link and paste it into your browser’s URL bar.

You can also access your call recordings from the Call Recordings menu in your 8x8 Work app.

Transfer calls

You can transfer an active call to another 8x8 Work extension or an external phone number. You can either speak to the recipient before completing the transfer (warm transfer) or transfer the call immediately without speaking to them (cold transfer).

Perform a warm transfer

1. While on a call, inform the caller that you will transfer the call.

2. From the call control panel, click Transfer.

3. Do one of the following:

   • To transfer to an internal contact, select the contact from the list or enter the name in the search box.

   • To transfer to an external number, click the dialpad  icon next to the search bar, then enter the phone number.

4. If transferring to a contact, hover over the contact and click the Warm transfer  icon.

5. After the second call connects, click Transfer call.

The call is transferred, and you are disconnected. A call log opens in NetSuite.

Perform a cold transfer

1. While on a call, inform the caller that you will transfer the call.

2. From the call control panel, click Cold transfer.

The call is transferred without connecting you to the recipient, and a call log opens in NetSuite.

How to use the interaction outcome options

You can add call outcome details to your call during an active call. These fields are used to generate information within the call log and they are based on the tags added within the integration settings. To see how to set interaction outcome options, see Manage your integration settings.

To select an interaction outcome during a call:

1. During a call, click the   icon next to Add details in 8x8 Work for NetSuite.

2. Select an option from the Call Outcome drop-down list.

3. Click X to exit the details page.

4. When the call ends, the call outcome shows in the call log Messages tab.

Log calls

Upon terminating a call, 8x8 Work for NetSuite generates a call log known as a Phone Call. You can view the call logs in a variety of ways by clicking on the Activities tab on the top-navigation bar and hovering over the Activities tab and selecting Scheduling > Phone Calls. Each log includes information such as the call’s start time and date the call was answered, duration, tenant, agent name, and call direction.

The call log also includes a link to the recorded call along with any notes you entered in the Notes field from the Add details panel.

You can assign a status to the log call. From the Status field, click the drop-down menu and select Completed or Scheduled.

Depending on the number of matches, call log can be linked to the end-user record as follows:

• Single matching record

• Multiple matching records

• No matching records