Creating Clickable Phone Links in NetSuite to Make Calls via Microsoft Teams

Introduction

In today’s business environment, integrating communication tools with systems like NetSuite can significantly improve efficiency. One common integration is embedding clickable phone links directly into customer records, enabling users to make calls through Microsoft Teams (or any other VoIP-enabled platform) with just a click. This article will explain how you can create clickable phone links on the customer record in NetSuite using an Inline HTML field. When clicked, these links will automatically initiate a phone call via Microsoft Teams.

Purpose of the Inline HTML Field for Clickable Phone Links

In NetSuite, you may want to give users the ability to call customers directly from the system using a click-to-call feature. By embedding an HTML link with the tel: protocol in an Inline HTML field, you can create a clickable phone number on the customer record. When clicked, the system will route the call through the default phone application, such as Microsoft Teams.

Microsoft Teams supports the tel: protocol, so when a user clicks the link, Teams will open and initiate the call to the specified phone number.

How the Script Works

The script uses the tel: protocol in HTML to create clickable phone links. The Inline HTML field in NetSuite displays the phone number as a hyperlink, and clicking the link launches Microsoft Teams to make the call.

Here’s a breakdown of the key components:

1. Inline HTML Field: This field allows you to insert custom HTML and JavaScript into NetSuite records, making it a great tool for embedding clickable links.
2. Anchor Tag (<a href="tel:">): The href attribute in the anchor (<a>) tag defines the phone number using the tel: protocol. This makes the number clickable.
3. Placeholder for Phone Number: The {phone} placeholder in the script represents the customer’s phone number dynamically pulled from the record.

Code to Create Clickable Phone Links in NetSuite

Here’s the complete code snippet that you can place inside an Inline HTML field on the customer record:

<div>
  <label for="call_on_phone">Call on Phone:</label>
  <div id="call_on_phone">
    <a href="tel:%2B{phone}">+{phone}</a>
  </div>
</div>

Explanation of the Code:

• <div>: Creates a container for the phone label and the clickable link.
• <label for="call_on_phone">Call on Phone:</label>: Provides a label for the phone link.
• <div id="call_on_phone">: Holds the clickable phone link.
• <a href="tel:%2B{phone}">+{phone}</a>: This is the clickable phone number link. The href="tel:%2B{phone}" ensures that clicking the link triggers a phone call. The %2B encodes the + symbol (which is necessary for international phone numbers), and {phone} represents the customer’s phone number, which will be dynamically filled in by NetSuite.

Example of the Output:

When the script is executed, it would create a clickable phone link that looks like this on the customer record:

Call on Phone:
+1234567890

When you click the phone number, it will open Microsoft Teams (or any other default phone app) and start the call.

Important Considerations:

1. Ensure Correct Phone Number Format: The phone number in the {phone} placeholder should be formatted correctly, especially for international numbers, to include the country code and ensure Teams can handle the call correctly. For example, +1234567890 (with the + sign).
2. Microsoft Teams Compatibility: Microsoft Teams should be set as the default application for handling tel: links. This is typically configured at the OS level, meaning your system should associate the tel: protocol with Teams.
3. Testing the Clickable Link: Before rolling out the feature to your entire team, test it by clicking the link in a customer record to ensure that it opens Microsoft Teams and starts the call as expected.

Step-by-Step Guide to Implementing the Inline HTML Field

Follow these steps to add the clickable phone link to your NetSuite customer records:

Step 1: Navigate to the Customer Record

1. Go to Lists → Relationships → Customers.
2. Click on an existing customer record or create a new one.

Step 2: Add the Inline HTML Field

1. In Customization, select Customize Form.
2. Scroll to the Fields tab.
3. Add a new custom field of type Inline HTML.

• Name the field (e.g., “Phone Call Link”).
• Set the field to display on the main or custom tab, wherever it is most relevant to your business process.

Step 3: Insert the HTML Code

1. Add the code
2. Save the field, and make sure to check the store value option if needed.

Step 4: Test the Feature

1. Go back to the customer record.
2. You should see the label “Call on Phone” followed by a clickable phone number link.
3. Click the phone number, and verify that Microsoft Teams opens and initiates a call.

Step 5: Deployment and User Training

Ensure that Microsoft Teams is set up as the default telephony application on users’ systems. You can also inform users that they can click the phone link directly from the customer record to quickly initiate calls.

Benefits of Click-to-Call Integration

1. Increased Efficiency: With clickable phone links, users can make calls directly from NetSuite customer records without manually copying the phone number into Teams.
2. Improved Accuracy: Reduces the likelihood of dialing errors, as the correct phone number is automatically passed to the phone app.
3. Streamlined Communication: Teams users can quickly engage with customers, sales leads, or support contacts directly from the NetSuite interface, speeding up response times.
4. Cross-Platform Compatibility: While this article focuses on Microsoft Teams, the tel: protocol also works with other VoIP systems and smartphone applications, making it a versatile solution.

Conclusion

Embedding clickable phone links in NetSuite customer records allows for seamless integration with Microsoft Teams, enhancing communication efficiency. By using a simple Inline HTML field with the tel: protocol, you can provide users with an easy way to initiate calls from within the system, saving time and minimizing errors.

Whether for customer support, sales calls, or internal communication, this integration can help streamline workflows and improve productivity across your business.