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Dynamics 365 Community / Forums / Customer Insights - Journeys forum / Dynamics 365 - Distrib...
Customer Insights - Journeys forum

Dynamics 365 - Distribute Campaign Activities: Field 'Call to' not filled

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Posted on by Community Member

When I distribute  Campaign activities (channel: phone call) in the Phone Call Activity the fields CALL FROM and CALL TO are not filled . 

Phone number, Regarding Object and Direction are filled correctly, but not CALL FROM and CALL TO.

Everything is standard, there are no customizations regarding this fields. 

Is there anyone who can help me?

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I have the same question (0)
  • Community Member Profile Picture
    Community Member on at

    Hello Christian, 

    thanks a lot for your answer. 

    OK, I'll contact Microsoft Support for resolving this case. 

    Kind Regards

    EBA

  • Suggested answer
    Christian Abeln Profile Picture
    Christian Abeln on at

    Hello,

    upon distribution of campaign activities the Call From will be set to the owner of the created activities and the Call To will be set to the phone number of the respective contact in your audience. Therefore the Call From and Call To fields on the activity details in the distribution UI are disabled - you will see this both for campaign activity distribution and also in the Quick Campaign use case.

    You might wander why the "Call From" and "Call To" fields are shown at all in the distribution UI then and are even are marked as mandatory. This is at least the case in the Web client. The reson is that those forms had been hosted in the Web client UI for Campaign & Quick Campaign distribution.

    In the UCI we have chosen a different path and do not display those fields that will be filled by the distribution processes and show only the fields that make sense. This has a limitation for custom fields on activities upon distribution, but provides a better user experience.

    After completed distribution you will then find in the activities created by the distribution both Call From and Call To filled in.


    Edit: I see now you previous response where you clarify that the resulting activities do not carry values in the Call From And Call To fields.
    I recommend reaching out to support with a request and we will look at the cause of this happening in your organization

  • Community Member Profile Picture
    Community Member on at

    Hi Megan, 

    I  use the Standard Process to distribute Campaign Activities. 

    1. I create a Marketing Campaign

    2. I assign a Marketing List to this Campaign

    3. I add a new Campaign Activity to this Campaign, channel is "Phone"

    4. I click "Distribute Campaign Activity" and assign the phone calls to a user

    Now a list of phonecalls is created for the assigned user - one phonecall for each contact on the Marketing List. 

    The following mappings should be made:  

    Field CALL FROM (Logical Name: from) should be filled with the assigned user (- not working)

    Field CALL TO (Logical Name: to) should be filled with one of the contacts of the Marketing List (- not working )

    Field PHONE NUMBER should be filled with the phone number of the Marketing List contact  - this ist filled in correctly

    Field DIRECTION should be filled with "outgoing" - this ist filled in correctly

    Field REGARDING should be filled with the Campaign Activity - this ist filled in correctly

    In other instances everything is working as designed and I did not yet find the difference. 

    Customization of Relationship Mappings is not possible with activity parties like PhoneCall

    Regards

    EBA

  • megcda Profile Picture
    megcda 2,192 on at

    Hi EBA,

    Are you looking to have a single CALL FROM contact and multiple CALL TO contacts? Or what is the scenario you're trying to fulfill?

    Thanks,

    Megan

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