Dynamics Community Forum Thread Details

Create a phonecall record with "From" and "To" fields using NiCE CXone Embedded Agent Integration

I am trying to create a new phonecall record/acitivity on MS Dynamics CRM using NICE CXOne Agent integration.
While the phonecall record is created sucessfully, the From and To address are not updated on MSD.
The Payload on NICE CXone has all the required data to do this job. Below is the payload sent from NiCE CXone.

//Input to Create Phoncecall record
DYNAMIC createPhoneCall
DYNAMIC createDataArray
DYNAMIC item1
item1.field = "subject"
item1.value = "{subject}"
DYNAMIC item2
item2.field = "phonenumber"
item2.value = "{ANI}"
DYNAMIC item3
item3.field = "directioncode"
item3.value = "false" // incoming
DYNAMIC item4
item4.field = "scheduledend"
item4.value = "2026-01-21T23:55:00Z"
DYNAMIC phonecallactivityArray
DYNAMIC callfrom
callfrom.EntityType = "******@odata.bind"
callfrom.participationtypemask = 1
callfrom.value = "contacts(XXXXXXXXXXXXXXXX)"
phonecallactivityArray[1] = callfrom
createPhoneCall.contact_activity_parties = phonecallactivityArray
DYNAMIC callto
callto.EntityType = "******@odata.bind"
callto.participationtypemask = 2
callto.value = "systemusers(XXXXXXXXXXXXXXXXXXXXXXXXX)"
phonecallactivityArray[2] = callto
createPhoneCall.entity = "phonecall"
ASSIGN createDataArray[1] = item1
ASSIGN createDataArray[2] = item2
ASSIGN createDataArray[3] = item3
ASSIGN createDataArray[4] = item4
CreatePhoneCall.data = createDataArray
createPhoneCall.screenPop = "true"
createPhoneCall.pinnedRecord = "true"
createPhoneCall.relatesTo = "true"
DYNAMIC createPhoneCallPayload
createPhoneCallPayload.workflowInput = createPhoneCall
ASSIGN createPhoneCallJson = "{createPhoneCallPayload.asjson()}"