Calls won't log in NetSuite - transcript making the log too big

​@zach-3 This is a good catch, and this is something we should be able to fix. I will ask my engineers to work on this right away. 

The likely solution will be something like this:

• If the call log is > 4000 characters with the transcript, we will log the transcript in NetSuite
• If the call log exceeds 4000 characters, we will include the call summary, but create a link to view the transcript in RingCentral

We will also research other solutions to get the transcript into NetSuite -- somehow circumventing the 4000 character limit. Perhaps we could attach the transcript as a separate file? Not sure what the solution will look like. But hopefully NetSuite will have some kind of solution we can use. 

​@zach-3 One thing you can do in the short term is turn off the logging of transcripts under “Call log details” under Settings. This will help restore the logging of calls, while we figure out how to get transcripts stored securely in NetSuite. 

Hey Byrne, thank you for the quick response and for working on a solution! 

I will let the customer service team here know. I figured if this was a legitimate issue, turning off the transcript would be the quick fix. 

Hey Byrne, I noticed there was an update pushed this morning. Would that happen to have that solution in there, or is this still a work in progress? Thanks man! 

​@zach-3 At the risk of sounding out of touch with my team, but I was unaware they pushed a fix. What version are you on? The latest is 1.3.5, but that was released over a week ago. So let me check with them and see. Perhaps ​@sushilmall pushed a release to our backend -- did you push any fixes recently?

Yes it is on 1.3.5. I had not logged in on my account in a while. That must have been why it just updated for me. That’s my bad! 

​@ByrneReese Hey Byrne, this is happening again. Wanted to reach out to see what might be causing it. 

​@zach-3 The only reasonable explanation is that the transcript is pushing it over. I don’t know of a good long term fix that is quick and easy - short of truncating the transcript all together. A slightly more complex solution would be to attach the transcript as a file. But that will take time to research. 

Do you have a preference or ideas on how to deal with this circumstance?

We are looking into two solutions. In the short term we will truncate the transcript (and add a small note) just so that the call will be logged. Longer term we are looking into uploading the transcript and attaching it as a file. 

Hi ​@ByrneReese,

For the a above mentioning of “Longer term we are looking into uploading the transcript and attaching it as a file”, is this feature working in the latest RingCentral?  For our RingCentral to Netsuite integration, we see the truncated message saved into Netsuite side, but would like to be able to see the full text of transcribed phone conversations.

I checked the version after I logged into RingCentral, it says:
 

• You're already using the latest versions.
• Web 26.1.15.5981