Track time for Phone calls in Dynamic CRM Services Section

(0) Share

Report

Posted on by Community Member

Hi All,

I'm new to Dynamics CRM Online, and trying to configure it for the purpose of using it as IT Helpdesk Services. I see that I've an option to enter time for Emails, or on ticket resolutions, however don't seem to have that option to enter time for the phone calls. Is there something I can change to be able to put in time for phone calls made to the customer?

Any help is appreciated.

Thanks

Rishi.

*This post is locked for comments

I have the same question (0)

All responses (6)

Answers (1)

Suggested answer

Community Member on at

Like (0)

Report

Hi, Phone call activity is a system entity, so i think its not possible to customize the entity. To achieve your goal you can create a custom activity instead of system activity(phone call) and can add a field to keep the time/duration information.

Thanks

Sangram

Was this reply helpful? Yes No
Suggested answer

Mahendar Pal 45,095 on at

Like (0)

Report

Hi,

Phone call entity also contains the same duration field where you can mention time spent, it this field is removed from phone call entity form you can replace it there,

Thanks

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report

Hi Mahen,

Appreciate your prompt response. I checked and found no additional field to enter time in Phone Call record. See attached screenshot.

Suggestions?

Thx

Was this reply helpful? Yes No
Verified answer

Mahendar Pal 45,095 on at

Like (0)

Report

Hi,

Unfortunately at this point this screen is limited with specific fields only, and you can also not customize this screen as well. but if you will try to initiate phone call from associated view you should see duration fields. As a work around you can add a button to open full phone call, check our post for the same

http://himbap.com/blog/?p=1722

Hope it will help you

Thanks

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report

Thanks Himbap, I was able to add the phone call button to the ribbon, to be able to add the phone call with time.

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report

Good that you got this solved. Just as a heads up if you use mobile phones, an easy way to enter phone call info to Dynamics is to use an app that does entering the duration and other info automatically. Check out Liid for example if interested.

Was this reply helpful? Yes No