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Caller Appears as Unknown in 8x8 Work for NetSuite Integration
8x8 Support

Caller Appears as Unknown in 8x8 Work for NetSuite Integration

 

Symptom

When a NetSuite user receives an inbound call notification in the communication panel, the inbound caller appears as Unknown.

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Applies To

  • 8x8 Work for NetSuite Integration v3.1

Cause

There are several probable causes for this issue:

  • The Communication Panel is not "Connected": Normally the v3.1 integration comm panel automatically connects in the background to your NetSuite service, which generates a security token that allows it to communicate with NetSuite. If for any reason this connection fails, no token is generated.
  • Security Token Expiration: The original NetSuite tab which launched the 8x8 communication panel has been navigated away from, and the user has been inactive for over 20 minutes, expiring the comm panel's security token.
  • Corrupted Browser Cache or Cookies: The user's web browser cache or cookies have become corrupted.
  • Caller's Number is Not Stored in NetSuite: There is no NetSuite object containing the caller's phone number.
  • NetSuite Object Search is Disabled: The specific NetSuite object (such as Contacts) has been disabled in the communication panel from being searched during a call.
  • NetSuite Object Template Has Been Customized: The NetSuite administrator has modified the NetSuite object template (such as Contacts) in a way that prevents the integration from searching supported Phone fields.

Resolution

Below are solutions to the causes listed above:

The Communication Panel is not Connected

Normally the v3.1 integration comm panel automatically connects to your NetSuite service in the background, which generates a security token that allows it to communicate with NetSuite.

To verify your connection:

  1. In the communication panel, navigate to Settings clipboard_ea087bb674a61d78fa6af3ff5a9006d83.png > Integrations > NetSuite.
  2. If Not Connected is displayed, close the communication panel and re-launch it from the 8x8 for NetSuite portlet on the Home page.
  3. If re-launching the comm panel fails to resolve the problem, then close and restart your browser session.

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Security Token Expiration

In this case, the communication panel will show Unknown, but will also briefly display a banner message stating:

  • netsuite token expired. please logout and login again

This is a symptom of an issue caused by NetSuite's expiration of the security authorization token after 20 minutes of inactivity.

To work around and prevent this issue from occurring, please follow the resolution in this related article:

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Corrupted Browser Cache or Cookies 

When the web browser cache has become corrupted, it may prevent proper use of the 8x8 NetSuite communication panel.

This problem can be verified by testing the 8x8 NetSuite communication panel:

  1. In a different web browser.
  2. Or an Incognito tab (Chrome) or Private tab (Firefox).
  3. Or from an entirely different PC.

If any of the above tests succeed (no issue), then the original browser session cache is probably corrupted. Fully clear both cache and cookies and restart your web browser to resolve this.

If the above tests all fail, proceed to the other solutions provided here.

Caller's Phone Number is Not Stored in NetSuite

The 8x8 NetSuite integration supports only the following objects for call recognition:

  • Contact
  • Customer
  • Lead
  • Partner
  • Vendor
  • Employee
  • Prospect

If the caller's phone number is not stored in one of these objects, or is not directly associated with one of these objects, caller recognition will fail.

To resolve this issue, add the caller's phone number to one of the supported NetSuite objects.

NetSuite Object Search is Disabled

NetSuite integration users have access to personalized settings in the communication panel. Changes to these settings can immediately affect caller recognition in NetSuite.

In this case, the error No Matched Records will briefly appear at the top of the communication panel, and Unknown will be displayed below the caller's phone number, even if the phone number is correctly assigned to a supported NetSuite object.

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To correct this issue:

  1. In the communication panel, navigate to Settings clipboard_ea087bb674a61d78fa6af3ff5a9006d83.png > Integrations > NetSuite.
  2. Scroll down to Search Types.
  3. Verify that all objects requiring phone number search are enabled (green). If an object's slider is disabled (gray), phone number recognition will fail for that object type.
  4. Enable all object types you require caller recognition for. Changes are immediate.
  5. Note that this 

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NetSuite Object Template Has Been Customized

NetSuite administrators are able to modify the templates used to display information to NetSuite users. This includes templates such as for NetSuite Contacts. Most often these changes have no effect on call recognition.

If the Phone field in one or more of these objects has been too heavily modified by a NetSuite administrator, the integration's API search capability for that object can be broken, causing phone numbers to fail recognition.

This level of customization is not supported, as the integration cannot adapt to unforeseen changes to the NetSuite templates.

Temporarily restoring the original template and re-testing the integration can help pinpoint this as a cause of the issue.

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