Create Phonecall Activity in Customer Journey is not working

(1) Share

Report

Posted on by Audrey Amelia

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

All responses (15)

Answers (2)

Verified answer

LuHao 40,874 on at

Like (0)

Report

RE: Create Phonecall Activity in Customer Journey is not working

Hi partner,

Don't forget to mark the verified answer by clicking Yes.

This will help other users quickly navigate to this theme.

Thanks. :)
Audrey Amelia 65 on at

Like (0)

Report

RE: Create Phonecall Activity in Customer Journey is not working

Hi Shailesh,

Thank you for the information. I will keep it.

I'm happy to working with you guys

Regards,

Audrey
Verified answer

ShaileshJain on at

Like (0)

Report

RE: Create Phonecall Activity in Customer Journey is not working

Thanks Audrey for confirming the issue was resolved through the Support Ticket.

PS - we also fixed the community alias <d365mktcomm AT Microsoft DOT com> so that it wont bounce, just in case you are not able to raise a support ticket
Audrey Amelia 65 on at

Like (1)

Report

RE: Create Phonecall Activity in Customer Journey is not working

Hi Cloflly,

Now I know the root cause of this error.

This error happened because of step plugin that I register in plugin ActivityFeeds.Plugins.ActivityClose:Update of phonecall

When I try disable this step, everything is back to normal and working properly.

I really thankful to Support MS Team that help me to solve this issue.

Regards,

Audrey
Audrey Amelia 65 on at

Like (0)

Report

RE: Create Phonecall Activity in Customer Journey is not working

Hi Clofly,

I already unregister all custom plug-ins and workflow but still not working. The phone call still not generated.

I choose to contact admin support to investigate this issue.

Thank you for your help.

Regards,

Audrey
LuHao 40,874 on at

Like (0)

Report

RE: Create Phonecall Activity in Customer Journey is not working

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

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
Audrey Amelia 65 on at

Like (0)

Report

RE: Create Phonecall Activity in Customer Journey is not working

Hi Clofly,

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

I think it's about the phonecall Id (GUID) and customer journey iteration id is not exist.
LuHao 40,874 on at

Like (0)

Report

RE: Create Phonecall Activity in Customer Journey is not working

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)

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

N:1 (Phone Call to Customer journey iteration)

1:N (Customer journey iteration to Phone Call )

Regards,

Clofly
Audrey Amelia 65 on at

Like (0)

Report

RE: Create Phonecall Activity in Customer Journey is not working

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 :

Any other email that I can use?
Audrey Amelia 65 on at

Like (0)

Report

RE: Create Phonecall Activity in Customer Journey is not working

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:

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?