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Customer Journey > Phone Call activity Ownership

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Posted on by Devuja

Hi,

I'm having an issue with the ownership of the phone call activity in the customer journey.

I have created a customer journey with a segment for newly created accounts to plan a phone call:

I've selected to assign the phone call to the Contact Owner:

However when the phone call activity is created the ownership is set to the creator of the customer journey and not the owner of the contact.

Is there a way to make sure the Contact Owner is mentioned in the phone call activity instead of the customer journey creator?

Thanks!

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cloflyMao 25,210 on at

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Hi, Devuja

I have tried to reproduce your question based on your description. Here are the results of my reproduction.

The Customer journey

The Phone call

The Contact

Result of mine: It can be assigned to the Contact Owner normally.

It seems that the owner of the Contact which you want to assign the phone to has no privilege to access to Phone Calls. So the phone call activity is created with another ownership.

You could try to manage the security role of the Contact owner and go live the journey again.

Regards,

Clofly

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CRMJetty 3,514 on at

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Hello,

pls refer this thread,

https://community.dynamics.com/365/marketing/f/dynamics-365-for-marketing-forum/365710/create-phonecall-activity-in-customer-journey-is-not-working

https://www.xrmtoolbox.com/plugins/Xrm.Sdk.PluginRegistration/

I hope it helps,

Thanks.

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365

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Devuja 16 on at

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Hi Clofly,

Thanks for your response. I checked all the security settings and the users has the right privileges to access phone calls.

When looking more in detail I noticed that the 'Call From' field is the actual field that needs to change to the Customer Owner.

When reviewing the phone call activity itself, I noticed that it has been assigned to the Contact Owner but the phone call itself 'Call From' is linked to the Customer Journey Owner's name. Is there a way that this can be changed to the Contact Owner?

Kind regards,

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Newmayer2384 2 on at

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Hi Clofly Mao ! Cant we change that the "Call From" is equal to the owner where the phone call activity has been applied by the customer journey? Or how do we solve this?

Thanks!

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