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Dynamics 365 Community / Forums / Customer Insights - Journeys forum / Create Phonecall Activ...
Customer Insights - Journeys forum

Create Phonecall Activity in Customer Journey is not working

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Posted on by Audrey Amelia 65

Hi all,

I have some problem when create phonecall activity from customer journey. I created customer journey with only 2 tiles which contain segmentation tile and phonecall activity tile.

The activity tile should be create a phonecall for contact based on segmentation. After go live the customer journey, insight form show the number of processed and the number show as expected.

But the phonecall activity was not created. There is no custom plugin and workflow in phonecall activity. 

When I try to create task activity in customer journey, everything is working properly. I also try to create single record of phonecall activity manually, and it is working fine.

But when create phonecall activity from customer journey, the activity is not created.

How to solve this issue? Anyone know about this issue? 

Categories:
Customer Journey Design
I have the same question (0)
  • LuHao Profile Picture
    LuHao 40,892 on at

    Hi Audrey,

    I found a possible situation:

    If your contact set Phone field to Do Not Allow in Details > CONTACT PREFERENCES section, then customer journey will still generates corresponding number to members in segment, but the record won't be created for that specific contact.

    For example, my contact Great Mao set Phone to Do Not Allow,

    3056.png

    There 4 members in segment, and Customer Journey still revealed 4 records generated:

    2308.png

    However, in Phone call list, due to Great Mao not allow Phone call, so actually a phone call activity not generated for him.

    8562.png

    While tasks records generated for all members in segment.

    1563.png

    You could check this option for your contacts.

    Regards,

    Clofly

  • Audrey Amelia Profile Picture
    Audrey Amelia 65 on at

    Hi Clofly,

    Thank you for your respond.

    I already checked the Phone field and the value is 'Allow' for every contact.

    pastedimage1568040105017v2.png

    But the phone call activity still not generated for those contact

    pastedimage1568040263253v3.png

    Here is the result

    pastedimage1568040802664v1.png

    I worried because the plugin is disable. but I don't know which one the plugin is used for generate phone call activity.

  • ShaileshJain Profile Picture
    ShaileshJain Microsoft Employee on at

    Hi Audrey,

    Can you please share the properties of the phone call record that is associated with this tile on journey? I'd expected even if record creation was failing for some reason, the tile would show "failed" stats on the tile.

    Looks like we will have to investigate this deeper to check the logs on the journey, and Phone call tile.

    if you can drop an email to <d365mktcomm AT Microsoft DOT com> with URL of journey, URL of task record associated with the tile, and URL of the segment participating in the journey - we can begin investigations

    regards

    Shailesh

  • LuHao Profile Picture
    LuHao 40,892 on at

    Hi Audrey,

    You could enable plug-in trace logs with tutorial below to see whether any exception might happened:

    https://www.mscrm-addons.com/Blog/PostId/10142/how-to-enable-the-dynamics-365-plugin-tracing

    Then I found phone call activity is created by plug-in MktActivityCreatePostEventPlugin

    0312.png

    However, when I deactivate it, customer journey was stuck on Going Live status,

    so you could try active all plug-ins in Sdk Message Processing Steps to test whether issue would still exists.

    let Support team investigate your instance and create an on-demand workflow and add the workflow tile into your customer journey as an alternative workaround to phone call activity tile at present.

    Regards,

    Clofly

  • Audrey Amelia Profile Picture
    Audrey Amelia 65 on at

    Hi Shailesh,

    Thank you for your respond.

    Here the properties of the phone call activity template :

    pastedimage1568084872501v1.png

    pastedimage1568084934878v3.png

    Regards,

    Audrey

  • Audrey Amelia Profile Picture
    Audrey Amelia 65 on at

    Hi Clofly,

    Thank you for the hint. Now I can trace the plugin log based on plug-in MktActivityCreatePostEventPlugin.
    Btw, plug-in MktActivityCreatePostEventPlugin is enable in our instance:

    pastedimage1568087607906v1.png

    As what I investigate,

    The plug-in Microsoft.Dynamics.Crm.MarketingPlugins.Plugins.Data.MktActivityCreatePostEventPlugin throw the error. Here the error message:

    Message: Exception 'InvalidPluginExecutionException' occured: The PhoneCall (Id = 114a6f18-576a-465a-a01b-f1d7cabc3291) in the "msdyncrm_msdyncrm_customerjourneyiteration_phonecall." relationship with the msdyncrm_customerjourneyiteration (Id = 7b25049f-b2b2-4f33-ace6-076f76fc53a2) doesn't exist.

    Here the trace log on the plug-in :

    2019-09-10T03:04:31.9668547Z :: Converted to list, element count is 1

    2019-09-10T03:04:31.9668547Z :: Marketing activity token: CampaignCreateActivityEntity

    2019-09-10T03:04:31.9824777Z :: [CampaignCreateActivityEntityAction]

    2019-09-10T03:04:31.9981142Z :: Finished processing PhoneCall activity.

    2019-09-10T03:04:32.5606065Z :: Entity field name activitytypeid does not match CRM entity field name.

    2019-09-10T03:04:32.5606065Z :: Entity field name title does not match CRM entity field name.

    2019-09-10T03:04:32.5606065Z :: Entity field name isnamesystemdefined does not match CRM entity field name.

    2019-09-10T03:04:32.5606065Z :: Entity field name name does not match CRM entity field name.

    2019-09-10T03:04:32.5606065Z :: Entity field name activityitemid does not match CRM entity field name.

    2019-09-10T03:04:32.5606065Z :: Entity field name templateentitylogicalname does not match CRM entity field name.

    2019-09-10T03:04:32.5606065Z :: Entity field name tenantid does not match CRM entity field name.

    2019-09-10T03:04:32.5606065Z :: Entity field name templateentityrecordid does not match CRM entity field name.

    2019-09-10T03:04:32.5606065Z :: Entity field name msdyncrm_scheduleddurationminutes does not match CRM entity field name.

    2019-09-10T03:04:32.7637381Z :: Logging exception with Message:The PhoneCall (Id = 114a6f18-576a-465a-a01b-f1d7cabc3291) in the "msdyncrm_msdyncrm_customerjourneyiteration_phonecall." relationship with the msdyncrm_customerjourneyiteration (Id = 7b25049f-b2b2-4f33-ace6-076f76fc53a2) doesn't exist.

    2019-09-10T03:04:32.7793647Z :: Couldn't udpate activity msdyncrm_mktactivity with ID 40852fb1-77d3-e911-a812-000d3a07bbcc

    2019-09-10T03:04:33.0293643Z :: Exception 'InvalidPluginExecutionException' occured: The PhoneCall (Id = 114a6f18-576a-465a-a01b-f1d7cabc3291) in the "msdyncrm_msdyncrm_customerjourneyiteration_phonecall." relationship with the msdyncrm_customerjourneyiteration (Id = 7b25049f-b2b2-4f33-ace6-076f76fc53a2) doesn't exist., CorrelationId: 2a434102-ebe2-42cc-b2e7-013a67c32c33

    Is there something missing in phonecall propertise?

  • Audrey Amelia Profile Picture
    Audrey Amelia 65 on at

    Hi Shailesh,

    I try to drop an email to <d365mktcomm AT Microsoft DOT com>, but failed to sent and I got the feedback like below :

    pastedimage1568093404923v1.png

    Any other email that I can use?

  • LuHao Profile Picture
    LuHao 40,892 on at

    Hi Audrey,

    As error throwed in your trace log, it seems that the relationship msdyncrm_msdyncrm_customerjourneyiteration_phonecall between PhoneCall and msdyncrm_customerjourneyiteration not exists.

    In my working environment, there is a N:1 relationship betweeb Phone Call and Customer journey iteration.

    (While 1:N between Customer journey iteration and Phone Call)

    6685.png

    You could build two relationships manually then test again to check if issue still exsits.

    N:1 (Phone Call to Customer journey iteration)

    0410.png

    1:N (Customer journey iteration to Phone Call )

    3580.png

    Regards,

    Clofly

  • Audrey Amelia Profile Picture
    Audrey Amelia 65 on at

    Hi Clofly,

    Thank you for the respond. I checked on my Default Solution and the relationship already exists.

    pastedimage1568096207515v1.png

    pastedimage1568096369546v2.png

    I think it's about the phonecall Id (GUID) and customer journey iteration id is not exist.

  • LuHao Profile Picture
    LuHao 40,892 on at

    Hi Audrey,

    You could try unregister that plug-in and register it again,

    by Nuget 

    https://docs.microsoft.com/en-us/dynamics365/customer-engagement/developer/download-tools-nuget

    or xrmtoolbox

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

    It locates in Assembly Microsoft.Dynamics.Crm.MarketingPlugins

    3146.png

    However, you should be cautious to do it because it may had impact on other modules which require this plugin.

    Anyway, due to this part is not touchable for us, to solve this issue completely, you could ask support team for investigation and currently build a workflow to create phone call as alternate workaround.

    Finally, I suggest you check your environment again to find whether there is any custom plug-in or workflow for customer journey/phone call that may caused your issue.

    Regards,

    Clofly 

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