VGIS Netsuite Integration – Browser Extension – Guide

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Introduction to Vonage Integration Suite

Vonage with NetSuite Integration is a managed browser extension that enables you to meld your business phone and capture call data in NetSuite, helping enhance workflows and gain efficiencies through every inbound and outbound call with call logging. This guide covers the installation of the VBC browser extension, activation, and how it integrates with NetSuite.

Please Note: The Vonage with NetSuite Integration browser extension is only available for the following web browsers: Google Chrome, Mozilla Firefox, Opera, and Microsoft Edge.

Download and Install Vonage Integration Suite

Users can access steps to install the Vonage Integration application via the welcome email or manually download it from their default web browser.

Please Note: The installation process is only necessary if you elect to use the VGIS browser extension. It is not required to use the NetSuite integration via mobile or desktop.

To access the steps on downloading the integration application from the welcome email,

  1. Click on the link to be brought to the Vonage site.
  2. Scroll to the Download and Register Browser Extension section and click the plus icon to expand it.
  3. Select NetSuite Productivity Tool with 2-Factor Authentication Only.
  4. Click on Download Browser Extension.
  1. Choose your web browser and follow the steps. Once finished, the Vonage Integration Suite installation completes.

To successfully download the application via your browsers, locate the app within the browser’s store.

Google Chrome:

To install the browser extension on Google Chrome:

  1. Open the Chrome Web Store.
  2. In the search field, type in Vonage Integration Suite.
  3. Once the results populate, locate the app and click on the Add to Chrome button.
  4. A small pop window appears asking to allow application installation.
  5. Click Add Extension. Once finished, a confirmation window appears, and the Vonage icon appears in your browser toolbar.

Mozilla Firefox:

To install the browser extension on Mozilla Firefox:

  1. Open Firefox Add-Ons.
  2. In the search field, type in Vonage Integration Suite.
  3. Once the results populate, locate the app and click on the Add to Firefox button.
  4. A small pop window appears asking to allow application installation. Click the Add button.
  5. Once finished, a confirmation window appears, and the Vonage icon appears in your browser toolbar.

Microsoft Edge:

To install the browser extension on Microsoft Edge:

  1. Open the Microsoft Store.
  2. In the search field, type in Vonage Integration Suite.
  3. Once the results populate, locate the app and click on the Get button.
  4. A small pop window appears asking to allow application installation. Click the Add button.
  5. Once finished, a confirmation window appears, and the Vonage V icon appears in your browser toolbar.

Opera:

To install the browser extension on Opera:

  1. Open Opera Add-Ons.
  2. In the search field, type in Vonage Integration Suite.
  3. Once the results populate, locate the app and click on the Add to Opera button.
  4. Once finished, a confirmation window appears, and the Vonage icon appears in your browser toolbar.

Administrator NetSuite Setup

To integrate NetSuite with the Vonage Business application, administrators must complete a one-time setup for NetSuite and configure settings appropriate to their administration.

First, enter the following URL in your browser https://www.netsuite.com/portal/home.shtml and login with your credentials. The home screen appears to access reminders, perform a quick search, and much more.

Enable NetSuite Features

To enable NetSuite features,

  1. Navigate to the Setup Menu.
  2. Hover over Company, and select Enable Features.
  1. Locate and click the SuiteCloud tab and check the boxes next to the following features to enable them:
  • Client Script
  • Server Script
  • Token-Based Authentication

When done, click Save.

To save support cases in VGIS, navigate and click the CRM tab and check the box for Customer support and service. Select Save to enable the features.

Retrieve Account ID

As an administrator, you can retrieve your account ID in two ways:

  1. Go to the Setup menu.
  2. Navigate to Integration, and click SOAP Web Services Preferences.
  3. Under Primary Information, locate your account ID.

Or,

  1. Go to the Support menu and retrieve your account ID by accessing SuiteAnswers to contact support by phone.

Role Creation

If a user does not have a custom role, create one to assign token-based access for the role. To create a role:

  1. Go to the Setup menu.
  2. Navigate to user/roles, and click Manage roles.
  3. Click New Role.
  4. Please Note: You can create new roles and customize roles but cannot change permissions and others for standard roles.
  5. If you customize the CEO role, the new role is entirely based on the CEO role. You can set more permissions as an administrator. 
  6. Under Permissions, navigate to Lists to grant full permissions to the following:
  • Customers – create a lead, prospect & customer:
  • Contacts – create a contact.
  • Phone Calls – save subject & notes.
  • Vendors – save vendors.
  • Partners – save partners.
  • Other Names- save other names.
  • Notes – save user notes.
  • Tasks – save tasks.
  • Cases – save support cases.
  • Employees– To search for employees.

Under the Setup tab, set the following permissions for

  • Login using access tokens– To login using an access token. Once the permission is set, you can log in for the role using the access token.
  • User access token– To get access tokens. Once the permission is set, you can get a token for the role.
  • Setup Web Services– To see the account ID.
  • SuiteBundler Permission – For users to search and install bundles.
  • Please Note: This is required only for administrators. By default, admins will have this permission already set.

For more information on role creation, please visit the following NetSuite Help Center resources:

Managing Roles:  https://system.na1.netsuite.com/app/help/helpcenter.nl?fid=section_N285436.html 
Standard Role Permissions Table: https://system.na1.netsuite.com/app/help/helpcenter.nl?fid=section_N295396.html https://system.na1.netsuite.com/app/help/helpcenter.nl?fid=section_N3427186.html 

Employee/User Creation

To add new employees or create users,

  1. Go to the Lists menu and navigate to Employees.
  2. Select Employees from the submenu.
  3. Select New Employee. You can create employees with more permissions, grant login permissions, set mail ID, give login access, set a password, and set appropriate roles.

For more information on creating new employees, please visit the following NetSuite Help Center resources:

New Employee:
https://system.na1.netsuite.com/app/help/helpcenter.nl?fid=section_N894212.html
Giving an Employee Access to NetSuite: https://system.na1.netsuite.com/app/help/helpcenter.nl?fid=section_N896195.html 
Assigning Roles to an Employee: https://system.na1.netsuite.com/app/help/helpcenter.nl?fid=section_N897798.html

Search & Install the Netsuite bundle

To install the NetSuite bundle:

  1. Go to the Customization menu, and navigate to SuiteBundler.
  2. Click on Search and Install bundles.
  3. Search for Vonage Netsuite in the search bar and press Enter.
  4. Select the bundle you want to install.
  5. Click on the bundle to start the installation process.
  6. The status changes from pending installation to a green checkmark, indicating a successful installation.

VGIS Login Flow

Netsuite will provide the token for the “default” role set in Netsuite for the user.
To set a default role:

  • Hover over the logged-in user profile at the window’s top right corner.
  • Click View All Roles in the menu.
  • Select the role that has permissions to log into VGIS.
  • Log into CRM once again to make sure the default role is set correctly and appears at the top right of the window.

If the default role does not require two-factor authentication, the user will successfully log into VGIS. However, suppose the default role requires two-factor authentication, and the user has not entered the verification code. In that case, CRM will display an error message asking the user to enter the OTP for the Verification Code field. Once users enter the OTP, they will be logged in to VGIS successfully.

If you do not have an authenticator app as an extension:

  1. Reset two-factor authentication for that user.
  2. Once reset, log out and log in again to Netsuite CRM.
  3. Follow the two-factor authentication process.

Users can get the OTP from the Authenticator App. Netsuite recommends that users install an authenticator app for two-factor authentication.

Users can customize the number of options per drop-down in Netsuite. Based on this setting, VGIS shows a drop-down as a search box if the number of options exceeds the limit.

To set the limit,

  1. Go to the Set Up menu option, and navigate to Company.
  2. Click on General Preferences.
  3. Find the textbox for Maximum Entries in Drop-down.
  4. If the number of options is greater than the number given in the settings, VGIS will change the select drop-down as a search box as it is unnecessary to get all options at once in the metadata.

Sign in to NetSuite

Sign in through VGIS Web

To sign in to VGIS web, go to the Web Portal (https://extensions.gunify.vonage.com/)
Proceed to click on Vonage Business Communications and enter your credentials.
Navigate to My Account and select NetSuite. Complete the Integration Settings fields and select Save.


NetSuite Integration Resources

To view and configure NetSuite integration resources, go to the VGIS Config Portal by visiting the following link: https://extensions.gunify.vonage.com/login 

Under My Account, select the circle icon within NetSuite and then click on NetSuite Resources.

You can see available contacts, known as contactable objects, and available activities. Drag the objects you want to use to the right side of the panel. Contacts are objects with phone numbers, while activities are objects that are created based on calling activity.
Please Note: Contact order affects the order of results when multiple matches are found. 
When choosing the best match for contacts, the system searches for the first type, then the second, and so on. For example, if you have customers set as first under contacts when searching through contacts, customers will show first, followed by leads, and continue for the remainder of the list.

Contactable objects are synced from NetSuite once a day unless an administrator performs a manual sync in the VGIS Configuration Portal. To turn on auto-sync for a contact, use the toggle on the right for each contact type under Integration resources.

To perform a manual sync, navigate to configuration tools and select Synchronize contacts. Choose the type of sync you’d like to perform, and proceed to click Sync Now. You can view the status of the sync and the date of the last sync made.

Overview

Recent

The recent calls page appears by default when signed in to the Vonage Integration Suite. You can easily click on a recent call to call the contact back, send a message, view call information, add notes, create tasks for the entity, create activities, and view relevant contacts. Additionally, you can add the contact as a favorite by clicking on the Star icon.

Favorites

When you mark a contact as a favorite, they appear in the favorites tab. You can quickly edit the favorite contact’s information, access the dial pad, and get help by clicking the question mark icon.
You can add a favorite contactable object by clicking the Add New button.

Applications

The applications tab is where you can view and configure your NetSuite features. Click the toggle to enable or disable the feature or select the gear icon to modify settings for that feature. Click the question mark icon to get additional information for any feature.

Announcements and Feedback

To view Vonage’s latest updates and announcements, click the Announcements icon.

The Feedback icon allows you to rate your experience with the Vonage Integration Suite and provide comments that can ultimately help improve the quality of your user experience.

Configuration Portal

To access the configuration portal, click on the profile icon, then select Config Portal.
The configuration portal enables admins to manage accounts and view reports. On the My Account page, you can gain quick access to service providers, user integrations, configuration tools, and account users.

Reports

To run reports, click on Reports from the menu to be redirected to the VBC configuration portal. You can select whether to view a summary or a detailed report version.
Select the dates you’d like to run the report for and the interval or direction. The report information will load automatically.

A Table and Graph view is shown under the summary tab, while a detailed call log displays under Detailed. As you select the corresponding information, data appears within the table. Auto-refresh is off by default; however, if you would like to enable this feature, set the number of minutes you’d like the report to auto-refresh after.  

Account

Select the Account tab from the menu and make your changes to update your account information. Select Close when finished.

Settings

The Settings tab lets you configure your global settings and window appearance.
Click the toggle, checkmark, or gear icon to enable or modify the settings for each option.

The Auto pop-up manager allows you to configure auto pop-up settings to make the use of the application simpler. You can create rules or criteria for inbound, outbound, and internal interactions. Click the settings icon to configure the feature.

About and Sign Out

To learn more about Vonage and be redirected to the Vonage website, click About from the menu.
To sign out of the application, click Sign Out.

Click-To-Dial

The Vonage Integration app includes a Click-to-Dial function, only available with the browser extension.
With this feature, when numbers appear on your screen, like on a website’s contact us page, you can simply click the phone number and enable a call through your Vonage application. For example, on the Vonage Contact page, a phone number is shown to speak with an expert. Click on the number, and a dialog box appears with the number in place. Proceed to click the dial button to place the call.

You can also send SMS messages through the Click to Dial screen.

Make Calls or Send SMS Messages

To call from the Vonage browser extension, click on the dial pad icon and enter a valid 10-digit number. When complete, click the green dial button.

The Vonage Integration app includes an SMS function. With this feature, you can send and receive SMS messages. From the Vonage application, click the dialpad and select the SMS icon to send an SMS message. Enter a valid 10-digit number and message or search for an existing contact if already saved. When complete, click the green SMS button. All incoming messages to your Vonage application can be viewed through the Call History or Call Activity windows.

Add Activities

You can add Conversations, Tasks, and Notes to a contact via the recent tab in the Vonage browser extension. These items are known as Activities and are a highly effective way to keep updated contact information.
To add an activity, such as a note,
            1. Find the contact to add an activity for them.
              2. Click on the Notes tab in the Activity box.
              3. A dialog box appears. When there are various matches to the telephone number, the drop-down menu allows you to make the appropriate contract selection before saving the note to the application.

 Once the window appears, the following fields are displayed:

  • Entity: Select from the options shown in the drop-down.
  • Title: This is used for internal use only and is located in the activity record of the contact.
  • Memo: This field allows you to add additional notes about the call or contact.
  • Direction: Choose whether it is incoming or outgoing.
  • Type: Select the type of interaction this is.
  • Date and Time: Select the date and time for the note information.

Once finished, click Create to save the note for this contact.

Please Note: The fields mentioned come from the NetSuite application. Depending on how NetSuite has been configured, some fields may not be available.

Each activity will have corresponding fields geared toward the activity at hand. In the example above, these fields are for Notes and may not appear within the fields section of the Conversation dialog box.

You can also send an SMS message through the contact window.

To send an SMS message from the contact window,
               1. From the Contact window, click on the SMS icon.
               2. The message area appears with the number automatically generated.
               3. Proceed to enter your message. When complete, click the Send button to send your    message. All incoming messages to your Vonage application can be viewed through the Call History or Call Activity windows.

Please Note: The Call Activity window updates are automatically saved to Vonage and NetSuite if automatic logging is enabled in the configuration portal.