When the phone rings, your employee wants to know who is calling and why, without searching NetSuite. When the call ends, it needs to be logged in the right place, with no extra typing. That is what our hosted NetSuite connector for 3CX does. Here is what it does over a working day, step by step.
While it rings: knowing who is calling
The connector looks up the caller’s number in NetSuite and shows the record in 3CX. The lookup covers contacts, customers, vendors and partners, plus a custom entity if you use one. You choose the search order and the phone and email fields used.
If the caller does not exist yet, your agent can create a contact, customer or lead directly from 3CX. The connector can also create the record automatically, depending on the communication channel.
Before it is answered: sending the call to the right person
Inbound routing can follow a NetSuite field on the contact or customer, such as the assigned sales rep or territory. Three modes are available: a lookup table, a direct destination or a NetSuite user. A calling customer can then reach the person responsible for their account directly.
After the call: a record with no typing
Each call becomes a NetSuite phone call with its owner and assignee. Depending on your settings, it is logged on the entity found, on all of the customer’s contacts or on every contact sharing that number. An ignored-agents list and an excluded-numbers list keep certain calls out of NetSuite.
When 3CX AI analysis is enabled, the transcript, summary, sentiment and recording link are written to the NetSuite fields you choose. Your team can review the gist of a call in a few lines.
Chats in the same place
3CX conversations can also be logged to a NetSuite custom record. Each field receives the information you want: customer, phone or email, start, end and duration, agent, subject and message content. A customer’s calls and chats end up in one place.
Calling from NetSuite
Click2Call starts a 3CX call from NetSuite, linked to the contact, the customer and, when needed, a transaction such as a quote or invoice. The connector can also update a call already scheduled in NetSuite instead of creating a duplicate. We covered these features in our post on the July updates.
What each team gains
- Sales: reps see the record before they answer, and the call is logged on the lead or customer according to your logging rules.
- Customer service: logged calls and chats are in NetSuite, and the AI summary, when enabled, gives the gist without replaying the recording.
- Accounting: a call about an invoice can be started from the transaction and stay linked to it.
Getting it running
We authorize NetSuite access through OAuth and configure the account, subsidiary, language and time zone. The CRM template is then uploaded to your 3CX, and we set up lookup, record creation and logging to match your processes. Inbound routing and Click2Call are added as needed.
You need 3CX V20 Pro or AI with CRM integration enabled. Click2Call requires 3CX API access, and some call control features require the AI edition. We confirm the NetSuite roles and permissions with you before go-live.
To see what the connector would look like with your NetSuite account, visit our NetSuite integration for 3CX page or get in touch.
