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ReportRunning CRM 2015, we are using MSCRM-ADDONS telephone integration for our Customer Service. When they receive an incoming call, a new Telephone activity form will open, with pre-filled info about the calling customer. If another call is coming when the user is still writing on the first form, another form will open, and CRM will shift focus to the new form. The focus will now shift randomly between the open forms, making it virtually impossible to complete any of them. Since our Customer Service receive a lot of calls, it sometimes mean that they have 6-7 forms open at the same time with focus shifting randomly between them.
The first problem we have is to trouble shoot this behaviour. What system/program is in charge of the focus decision? Why does the focus shift between the open acticity forms even though no work is being done on the computer?
Any help to solve or trouble shoot this would be deeply appreciated.
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