NetSuite Error: "Invalid_Key_Or_Reference" When Syncing PhoneCall From Exchange

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Issue

A NetSuite user can create an Exchange meeting and categorize it as NetSuite Phone so that Riva Cloud or Riva On-Premise will sync it to NetSuite as a phone call, but sometimes, when Riva attempts to match the meeting attendee against the NetSuite employees, an "Invalid_Key_Or_Reference" error occurs.

Cause and Solution

By default, Riva On-Premise 2.4.34 or higher and Riva Cloud do not attempt to match Exchange meetings categorized NetSuite Phone against the NetSuite employee's contact list, but a custom option is available to enable matching attendees against the NetSuite employee's contact list. If an "Invalid_Key_Or_Reference" error arises, this custom option should be disabled.

Implementation for Riva Cloud

Implementation for Riva On-Premise

To enable or disable the custom option for ONE sync policy:

  • Apply the following advanced custom option to the sync policy:

    "NetSuite.PhoneCall.SetEmployeeAttendees" = "True" (Enables matching Phone Call attendees against NetSuite employees. By default, the option is set to False.)
    "NetSuite.PhoneCall.SetEmployeeAttendees" = "False" (Disables this option if it was previously enabled.)

    The option takes effect after you save the sync policy.

To enable or disable the custom option for ALL sync policies:

  • Create or modify the App.Setting file Omni.Riva.CrmAgentEx.exe.config, and apply the following custom option key and value:

    "NetSuite.PhoneCall.SetEmployeeAttendees" = "True" (Enables matching Phone Call attendees against NetSuite employees. By default, the option is set to False.)
    "NetSuite.PhoneCall.SetEmployeeAttendees" = "False" (Disables this option if it was previously enabled.)

    The option takes effect after the service is restarted.

Applies to

  • Riva Cloud for Exchange and NetSuite.
  • Riva On-Premise 2.4.34 or higher for Exchange and NetSuite.

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