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NetSuite Admin Setup

Company Admin

This guide walks NetSuite and RingCentral administrators through everything required before your team relies on background call sync, the NetSuite contact directory, and org-wide call notes. End users still connect their own accounts afterward — see Quick Start.

Overview

Step Where Why
1. NetSuite role permissions NetSuite REST/OAuth access and call logging
2. Install the Protelo bundle NetSuite RESTlet used for sync and CRM features
3. RingCentral JWT for call sync RingCentral Developer Console + app Pull call history for background sync
4. NetSuite M2M for company sync NetSuite + app Write synced calls and directory data
5. Organizer mapping RingCentral for NetSuite Pro Assign each extension to a NetSuite employee
6. Call info pane (optional) RingCentral for NetSuite Pro Custom fields and deep links during calls

When all required steps are done, the Integrations Setup banner should disappear for Company Admins. Details: Status Banners.

1. NetSuite role permissions

RingCentral for NetSuite Pro uses NetSuite REST APIs and OAuth 2.0. Every NetSuite role your team uses — for personal sign-in or for the company M2M integration user — needs these permissions.

Required permissions

Setup subtab

Permission
REST Web Services
Log in using OAuth 2.0 Access Tokens

Lists subtab

Permission Minimum Level
Phone Calls Edit
Contacts View
Customers View
Projects View

Phone Calls needs Edit or higher so calls can be logged and notes saved. Contacts, Customers, and Projects need at least View for caller lookup and directory search.

Add permissions in NetSuite

  1. Go to Setup → Users/Roles → Manage Roles.
  2. Open each role your users may select (repeat for every role).
  3. On the Permissions subtab, add the permissions listed above.
  4. Save the role.

Per user, per role

NetSuite users often have more than one role. Grant these permissions on every role each person may choose when connecting My NetSuite. If OAuth fails or CRM data is missing after switching roles, confirm the active role includes the permissions above.

The integration user tied to Company NetSuite sync (M2M) must use a role that includes the same permissions.

More context: Integrations → NetSuite role requirements.

2. Install the Protelo integration bundle

RingCentral for NetSuite Pro depends on a Protelo NetSuite bundle (RESTlet) installed in your account. Without it, health checks fail and you may see an Update NetSuite bundle banner in the app.

First-time install

  1. Sign in to NetSuite as an administrator with permission to install bundles.
  2. Go to Customization → SuiteBundler → Search & Install Bundles.
  3. Search for RingCentral for NetSuite Pro by Protelo Release.
  4. Click Install and complete the installation wizard.

Occasional bundle updates are recommended. You will be alerted during normal usage of the app if an important update is available. Learn more about updates.

3. RingCentral JWT for background sync

Background sync reads RingCentral call history using a JWT credential (machine-to-machine), not each user's personal RingCentral login.

In RingCentral for NetSuite Pro:

  1. Open Settings → Integrations.
  2. Under RingCentral Call Sync, click M2M setup (or go to /settings/ringcentral).

Step A — Create a RingCentral app

Admin access required

You must be a RingCentral admin to perform these steps. If a non-admin completes these steps, calls from other users will be missing. Without admin access, the background sync will not work properly.

  1. Log in to the RingCentral Developer Console.
  2. Click on your name in the top right corner.
  3. Choose Credentials.
  4. Click Create JWT
  5. For Label, use Protelo - RingCentral for NetSuite Pro.
  6. Check the box for Only specific apps of my choice.
  7. Specify the client id for our app, 37nyq43pTgXaeI7yRrpIKw.
  8. Click Create JWT.
  9. Save and copy the full JWT string (you will paste it once into RingCentral for NetSuite Pro).

Step C — Save and test in RingCentral for NetSuite Pro

  1. Settings → Integrations → RingCentral Call Sync → M2M setup.
  2. Paste the JWT Credential (entire string).
  3. Click Save Configuration, then Test Connection.

When the connection verifies, continue to organizer mapping.

4. NetSuite M2M for company sync

Company NetSuite sync uses certificate-based OAuth 2.0 (M2M) for automated jobs: background call logging, contact directory sync, and batch caller-name resolution. It is separate from each user's My NetSuite OAuth login.

Step A — Create a NetSuite integration (M2M)

  1. On your computer, generate a new RSA 4096-bit certificate/key pair. Run the following command (requires OpenSSL):

    openssl req -new -x509 -newkey rsa:4096 -keyout private.pem -sigopt rsa_padding_mode:pss -sha256 -sigopt rsa_pss_saltlen:64 -out public.pem -nodes -days 365
    This will produce two files:
    - private.pem (your private key, keep this secure!)
    - public.pem (your public certificate)

  2. In NetSuite, go to Setup → Integration → Manage Integrations → New.

  3. Set State to Enabled.

  4. Under Authentication, enable OAuth 2.0 and select Client Credentials (Machine-to-Machine) (wording may vary slightly by NetSuite version).

  5. Create or assign a Role that includes the permissions in step 1.

  6. On the Credentials or Certificates subtab in your integration record, upload your public certificate file (public.pem).

    • After uploading, note the Certificate ID.

  7. Note your Account ID (from Setup → Company → Company Information, or from your NetSuite URL).

Next:
- Upload your private key file (private.pem) and enter the Certificate ID (from NetSuite) into the RingCentral for NetSuite Pro application when setting up company sync.

Summary:
- The public certificate (public.pem) goes to NetSuite (integration record).
- The private key (private.pem) and Certificate ID get uploaded to RingCentral for NetSuite Pro to enable secure API access for M2M sync jobs.

Step B — Save in RingCentral for NetSuite Pro

  1. Settings → Integrations → Company NetSuite sync → Configure (or /settings/netsuite, Company sync (M2M) tab).
  2. Provide:
    • Account ID
    • Certificate ID
    • Private key — upload the .pem file
  3. Click Save Configuration, then Test Connection.

Sensitive credentials

The M2M private key grants company-wide CRM access for sync jobs. Only Company Admins can configure it. Treat it like any other production secret.

More detail: Integrations → Company NetSuite sync.

5. Organizer mapping

Background sync creates NetSuite phone call records with an organizer (assigned employee). You must map each RingCentral extension to a NetSuite employee, or set a default organizer for unmapped extensions. Otherwise those calls are skipped.

  1. Settings → Integrations → RingCentral Call Sync → Organizer mapping (or /settings/sync-mappings).
  2. Click Preview auto-match or Auto-match and save (matches by extension email, user email, then phone/DID).
  3. Manually fix any Unmapped rows.
  4. Set Default organizer (unmapped extensions) if needed.
  5. Click Save.

Full walkthrough: Organizer Mapping.

Prerequisites: RingCentral Call Sync (JWT) and Company NetSuite sync (M2M) must both verify successfully.

During live calls, users see a right-hand call info pane with notes, NetSuite fields, and shortcut links. Company Admins configure this org-wide.

Task Settings location Guide
Add or reorder NetSuite fields on the call pane Call Fields Configure Call Info Pane
Add buttons such as Open in NetSuite Info Links Configure Call Info Pane → Info Links
How users use the pane on a call — Using the Call Info Pane

Prerequisite: Users need My NetSuite connected for live call logging; company M2M is not required for the pane itself, but field metadata is loaded from NetSuite.

After setup checklist

Use this before inviting the wider team:

  • [ ] NetSuite roles include REST, OAuth 2.0, Phone Calls (Create), and list View permissions
  • [ ] Protelo integration bundle installed (no Update NetSuite bundle banner)
  • [ ] RingCentral Call Sync — JWT saved and connection test passes
  • [ ] Company NetSuite sync — M2M saved and connection test passes
  • [ ] Organizer mapping — no unmapped extensions without a default organizer
  • [ ] (Optional) Call Fields and Info Links configured
  • [ ] Teammates invited — Inviting Users
  • [ ] Each user completes Quick Start (RingCentral, notifications, first call)