Get NetSuite to recognize custom "Email", "Phone", etc Fields when auto-populat

Guys,

   Probably a stupid question, and a horrible thread title, but here is what I am trying to do. We are a call center, I have multiple clients within the same NetSuite and part of the never-ending battle to separate these clients includes "Custom" standard fields. To give an example:

    I am creating a brand new Customer Record form for one of my clients. This client processes payments/orders through NetSuite, so they have a Sales Order form. The sales order form pre-populates items like "Address", "Email", "Phone", etc. How would I get the sales order form to populate information from my custom email, phone and address fields? If I am not using the standard fields, NetSuite seems to ignore they exist and not populate anything. Am I missing something simple, or is this part of a bigger problem? Will this need to be done with custom workflows? Thanks in