RingCentral CRM plugin - NetSuite Contact matching conflict

Good afternoon, support team,

We are in the progress of deploying the RingCentral CRM extension in NetSuite ERP as a replacement of soon decommissioned Tenfold CRM adapter (end of December 2024).

While testing the RingCentral CRM extension, we came across the significant roadblock which doesn’t allow to recognize the contact record for log of call registration (on the level of contact)

Issue

After completing the call from NetSuite contact record, user gets the below error message.

The call log is then not registered neither on the contact level (for obvious reason of not being able to find the match), or on the company level either.

Scenario

This event occurs in the scenario when company record hosts multiple contact records with the same “Main Phone”. When user is calling the main line from the contact record - the activity is not recognized due to the missing match.

Native NetSuite behaviors governs the main phone number on the contact level. Contact form is designed in such a way that it pulls main phone number of the company into the main phone field of the contact record. The field id is also the same.

Root cause analysis

We believe that RingCentral extension does not find a match of the CRM contact to register the call log because it searches the contact by the Main Phone field, which could be 1 to Many (as Native NetSuite workflow) as illustrated above.

Complication

With the above described scenario, we are having issue of releasing the extension back to the sales force as a replacement of Tenfold adapter, simple because large portion of calling activity will not be recognized in the ERP as a registry of CRM call.

Reaching out to the community to verify if anyone is experiencing the same block and was able to find the way around. Any input form the community is very valuable to us.

In parallel we are trying to find a way to contact RingCentral product team to validate this assumption and find the prompt fix to accommodate the tenfold termination date approaching in less than a month.

Sincerely,

Julia Nikolaeva

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@Julia Nikolaeva We will begin investigating ASAP, and will prioritize a fix. When we have more information to share, an engineer will post an update to this case.

Thank you BTW for a supremely well documented bug report. It is rare I see such an expertly documented issue.

@Julia Nikolaeva Thank you for providing the detailed explanation. I am currently investigating this issue. As the first step, could you please refresh the contact from the extension and share the network logs? I have attached screenshots to find the network logs.It will help me for further investigation.

Please see below. Thanks, Jamie

Please find attached zipped HAR file.

Thanks

Jamie

Hi @jammmmmmer I extracted the HAR file and analyzed the phoneNumbers in the Contact API call. It appears that the phone numbers do not match those shown in the screenshots of your NetSuite contacts. As a result, no contact is being matched.

Could we schedule a call for live debugging? Kindly share your availability.

Good day, Sushil,

Would you be available between 11am - noon or 1-1:30 pm EST tomorrow 12/19? Jamie will be attending the call as well.

@Julia Nikolaeva Sushil is in the India timezone - which is offset by almost 12 hours from PDT. He is more likely to attend in his early evening.

Certainly! No worries. I see earliest availability window on our end tomorrow (12/19) is 9:30am EST

We’ll wait for the word from your team whether this timeslot works better

Hi @Julia Nikolaeva @jammmmmmer I am available today, December 20th, between 3:00 PM and 11:00 PM IST. Kindly share your preferred time and email address, and I will send an invite accordingly.

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