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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / How do I download a "P...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

How do I download a "Phone Call" TEXT transcript?

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Posted on by MikeBMikeBMikeB 98
Dear All
 
I hope someone can point me in the right direction.
 
On a Dynamics "Phone Call" record, if the phone call resulted in a conversation with the customer [and thus there's a "Call Summary" tab], I can see the transcript on the screen in alphanumeric characters. It's also there as an audio recording. But there's a version of the transcript in alphanumeric text. I'm after the text version of the transcript. Why can I not download it? How can I get hold of it?

Screenshot - why can't I download this transcript? You can't SaveAs, and you can't Copy&Paste.
 
 
I need to download this text transcript into a file [ideally as a JSON file, but HTML will do].
 
How do I do this? In other words, how do I download the transcript text? It's the text I'm after, not the audio file.
 
If a try to copy+paste the text under "Transcript", it doesn't include all the text. If I right-click and choose "Save-As", I get the full HTML from the whole page, but I can't see where the transcript is in that HTML. There's a lot there, and it doesn't seem like it's possible to extract the text transcript in any way.
 
By the way, if I look at a Dynamics "Conversation" record, you can see the transcript there (assuming that a conversation took place). There's a "Download transcript" button available for you to use. But there's no "Download transcript" button for a "Phone Call" record.
 
Screenshot: "Conversation" has a "Download transient" button. Why not "Phone call"?
 
 
Happy to do this as an API call if someone knows how to do this.
 
Why is it that there's a "Download transcript" button for a "Conversation", but not for a "Phone Call"?
 
QUESTION: How does one download the "Phone Call" script transcript. Copy+Paste doesn't work. Nor does right-click -> "Save As".
 
Phone call - how to download.png
Conversation - there's a download button.png
Categories:
Dynamics 365 Contact Center
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    monali.soni10 Profile Picture
    monali.soni10 4 on at

    Hi Mike,

     

    I haven't tested this specifically for Phone Call transcripts, but based on how Omnichannel transcripts are stored in Dataverse, it may be worth checking whether the transcript content is stored as an Annotation (Note) linked to an msdyn_transcript record.

    Microsoft documents the msdyn_transcript table as the entity that stores communication transcripts, and the Dataverse Annotation table contains attachment content in the documentbody column.

     

    What I would try is:

    1. Locate the related msdyn_transcript record for the Phone Call.
    2. Query the Annotation table for records linked to that transcript.
    3. Retrieve the documentbody field, which may contain the transcript attachment.
    4. If present, decode the Base64 content and inspect the output.

    For example:

    
GET https://<org>.crm.dynamics.com/api/data/v9.2/annotations
?$select=annotationid,filename,documentbody,mimetype,filesize,createdon,notetext
&$filter=_objectid_value eq '<transcript-id> and objecttypecode eq 'msdyn_transcript''
     

    if the transcript record exists in the msdyn_transcript table.

    That said, I haven't verified whether the newer Phone Call "Call Summary" experience uses exactly the same storage model. If you test it and find a transcript-related Annotation record, I'd be interested to hear whether the documentbody contains the full transcript text.

    If you test the Annotation route and find the transcript, please post the outcome I'd be interested to know whether Phone Call transcripts are stored using the same mechanism as Omnichannel conversations.
     

    Hope this points you in the right direction.

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