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Virtual Office for NetSuite Integration: Caller Appears as Unknown
8x8 Support Knowledge Base

Virtual Office for NetSuite Integration: Caller Appears as Unknown

Symptom

When a NetSuite user receives an inbound call notification in the Next Generation communication panel, the inbound caller appears as Unknown, even if there is a known Contact containing the caller's phone number.
Screen Shot 2018-05-15 at 12.50.01 PM.png

Applies To

Virtual Office for NetSuite Integration

Resolution

Security Token Expiration

This is a very common issue: NetSuite has set the security authorization token between NetSuite and installed integrations to expire after 20 minutes of inactivity in NetSuite.

NetSuite controls this API timeout variable, and there is no way within the NetSuite interface to force the expiration time beyond 20 minutes.

In the NetSuite tab which originally launched the communication panel, an error may appear in the area of the 8x8 Virtual Office portlet, which confirms this issue:

  • Your session has timed out. Please log in again.
    Screen Shot 2018-05-15 at 12.53.38 PM.png

To immediately resolve this issue, first close the 8x8 communication panel, then refresh your NetSuite web page, and launch the communication panel from the 8x8 portlet on that page and log in if needed.

Temporary Long-Term Solution

To avoid this problem in the future, use your browser's controls to refresh the origin NetSuite browser tab within 20 minutes to reset NetSuite's expiration timer.

Permanent Solution

Because 8x8 has no control over NetSuite's security controls, the only means of permanently preventing this issue is to install a web browser add-on/extension that will force the NetSuite browser tab to refresh itself within a time set by the user.

For your convenience, here are two add-on examples which seem to work well:

Note: Following the particular instructions for each add-on, please be sure to set the NetSuite tab which launches the communication panel to refresh at less-than-20-minute intervals. Setting the 8x8 communication panel to refresh will not have any effect.

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 in 1) a different web browser or 2) an Incognito tab (Chrome) or Private tab (Firefox), or 3) an entirely different PC.

If any of the above tests work, then the original browser session cache is probably corrupted. Fully clear both cache and cookies to resolve this.

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

Caller's 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, call recognition will fail.

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

NetSuite Object Template Has Been Customized

NetSuite administrators can 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 search capability for that object can be broken, causing phone numbers to fail recognition, especially during inbound calls.

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

NetSuite Object Search is Disabled

NetSuite integration users have access to personalized settings in the communication panel. These settings are located under Menu > Settings.

In Menu > Settings > CRM Objects to search, verify that 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.

Click Save and Close at the bottom of the Settings menu to save any changes. The changes in this area are immediate.
Screen Shot 2018-05-15 at 12.58.46 PM.png

Cause

There are several probable reasons for this issue:

  • Security Token Expiration: The original NetSuite tab which launched the 8x8 communication panel 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 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.
  • 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.