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Integrations

RingCentral for NetSuite Pro connects to two external services: RingCentral for telephony and NetSuite for CRM data. Both have two layers of credentials:

  • Per-user (OAuth) — every user signs into their own RingCentral / NetSuite account.
  • Per-company (M2M) — your Company Admin configures shared service credentials used for background sync.

Where to find this

Settings → Integrations. You will see My NetSuite, Company NetSuite sync (admins only), and RingCentral Call Sync (admins configure M2M; all users see status).

Company Admins: start with the end-to-end NetSuite Admin Setup guide.

RingCentral

RingCentral (You) — every user

Connects your personal RingCentral account so you can make/receive calls and send SMS.

Status chip:

State Meaning
🟢 Connected Your account is linked.
🔴 Disconnected Click Connect to authorize.
🟡 Reconnect needed Token expired — click Reconnect.

Full walkthrough: Connecting RingCentral.

RingCentral Call Sync — Company Admin only

Company Admin

Shared JWT (machine-to-machine) credential RingCentral for NetSuite Pro uses for background jobs (scheduled call sync into NetSuite, batch contact resolution).

To configure:

  1. Open Settings → Integrations.
  2. Under RingCentral Call Sync, click M2M setup (or go to /settings/ringcentral).
  3. Follow How to Generate a JWT Credential on that page — create a JWT auth app in the RingCentral Developer Console, then create and copy a JWT credential.
  4. Paste the JWT Credential, save, and click Test Connection. The status chip turns green when validation succeeds.

After JWT is verified, configure Organizer mapping so background-synced calls assign the correct NetSuite employee.

Step-by-step: NetSuite Admin Setup → RingCentral JWT.

M2M vs OAuth

M2M credentials run server-side jobs that don't tie to a specific user. They're independent from any individual's RingCentral login. If a user leaves the company, background jobs keep running.

NetSuite

NetSuite role requirements

RingCentral for NetSuite Pro uses NetSuite REST APIs and OAuth 2.0 to log calls and look up CRM data. Each NetSuite role your team uses — for per-user sign-in or for the company M2M integration — must include these permissions:

Setup subtab

Permission
REST Web Services
Log in using OAuth 2.0 Access Tokens

Lists subtab

Permission Level
Phone Calls Create (or higher)
Contacts View
Customers View
Projects View

Phone Calls needs Create or higher so RingCentral for NetSuite Pro can log calls and save notes. Contacts, Customers, and Projects need at least View for caller lookup and directory search.

To add them in NetSuite:

  1. Go to Setup → Users/Roles → Manage Roles.
  2. Open the role to customize (repeat for every role your users select).
  3. On the Permissions subtab:
    • Under Setup, add REST Web Services and Log in using OAuth 2.0 Access Tokens.
    • Under Lists, add Phone Calls (Create or higher), Contacts, Customers, and Projects (View or higher).
  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 NetSuite (You). If OAuth fails or CRM data is missing after switching roles in NetSuite, confirm the active role includes the permissions above.

My NetSuite — per-user OAuth

Connects your personal NetSuite account so RingCentral for NetSuite Pro can read/write contact, company, and call records on your behalf.

Prerequisite: Your NetSuite role must meet the NetSuite role requirements.

To connect:

  1. Settings → Integrations → My NetSuite → Connect (or Manage).
  2. On /settings/netsuite, enter your Account ID and click Connect with NetSuite.
  3. Sign into NetSuite and approve the access prompt. The chip turns green.

Reauthorize when prompted — NetSuite OAuth tokens expire periodically.

Company NetSuite sync — Company Admin only

Company Admin

Shared M2M (certificate-based) credentials for background sync. RingCentral for NetSuite Pro uses these to:

  • Sync RingCentral call history into NetSuite phone call records
  • Pull contact directory updates on a schedule (every 10 minutes)
  • Resolve unknown numbers to NetSuite contacts in real time

Prerequisite: The NetSuite role on your M2M integration record must meet the NetSuite role requirements.

To configure:

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

Step-by-step: NetSuite Admin Setup.

Sensitive credentials

NetSuite M2M private keys grant company-wide CRM access. Only Company Admins can see or modify these credentials. Treat them like any other production secret.

Why both layers?

Job Uses
Live call placed by Sarah Sarah's per-user RingCentral OAuth
Call auto-logged to NetSuite contact Sarah's per-user NetSuite OAuth
Nightly call-history sync at 2 AM Company-level RingCentral M2M + NetSuite M2M
Resolving inbound caller name Cached, falls back to company-level M2M

If a per-user OAuth is missing, the corresponding feature is disabled for that user. If the company-level M2M is missing, all users lose background sync — that's why Admins see the Integrations Setup banner until it's configured.

How calls reach NetSuite

RingCentral for NetSuite Pro logs calls to NetSuite in two ways:

When Mechanism What gets logged
During a live call Your personal RingCentral OAuth + NetSuite OAuth Phone call record when the call ends; notes and Call Fields from the call info pane
Background sync Company RingCentral M2M + NetSuite M2M (scheduled job) Call history pulled from RingCentral; contact/company matched from phone number; organizer from Organizer mapping

Live calls (per-user OAuth)

While you are on a call, RingCentral for NetSuite Pro uses your credentials to read and write NetSuite. Notes auto-save to the call record. Call Fields and contact linking use your active session.

If your NetSuite (You) session expires, you may see a NetSuite session expired banner — reconnect via Status Banners.

Background sync (company M2M)

The background sync runner incrementally pulls RingCentral call history and creates or updates NetSuite phone call records. For each call it:

  • Resolves contact when the phone number matches exactly one NetSuite contact
  • Resolves company only when exactly one related company exists
  • Sets organizer from extension mapping, or the default organizer for unmapped extensions
  • Skips calls when no organizer can be determined and no default is set

Contact and company links on existing NetSuite records are never overwritten by sync.

Dedicated configuration pages

Configure opens full setup wizards at /settings/ringcentral (RingCentral M2M) and /settings/netsuite (NetSuite OAuth and M2M). The Integrations card is the starting point for status and links.