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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Open phone calls autom...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Open phone calls automatically setting to complete and the Actual End time wiping to 00:00

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Posted on by jimalsop 5

We are finding any open call record is being completed by the system after 3-10 minutes, whilst this does tidy up ope records when it is done, the time and date for the Actual End field is wiping to DD/MM/YYY 00:00 (as if it was date only).

In a support instance, it is not updated........

Can the auto complete in Production be turned off?

Can the reset of the Actual End be stopped?

Do we just have a bug?

Help appreciated.

Jim

PS we use a third part integration for call systems but it is not any plug-in doing it, it completes a record whether call is made or not, we tested to creating a record manually and it was still completed by the system and set to 00:00

I have the same question (2)
  • Suggested answer
    ba365guy Profile Picture
    ba365guy 2,950 on at
    RE: Open phone calls automatically setting to complete and the Actual End time wiping to 00:00

    Can't really comment anything confident as there is an involvement of third party system.

    Out of box dynamics doesn't behave like this. 

    Can you check if there is any scheduled process that closed the phone call activities?

    Else, we cannot completely rule out the involvement of third party system 

  • Suggested answer
    Thomas van de Vosse Profile Picture
    Thomas van de Vosse 7 on at
    Open phone calls automatically setting to complete and the Actual End time wiping to 00:00
    I've seen the exact same issue happening and have been searching for the reason for a while. Eventually I realized it was the exchange sync that was causing this.
     
    Phonecalls are being pushed to exchange as tasks. We have an external voip solution creating phonecalls in Dynamics that have an actual end date.
     
    As soon as the phonecall is synced to exchange appearently exchange sees the task as completed (as there is an actual end date). This results a syncback to dynamics to close the phonecall. Appearently the date completed field in Exchange is set to be date only, and syncs back to the actualend field, resulting in the phonecall being completed and the enddate time being set to 00:00.
     
    You can modify your sync filters according to your setup to exclude certain phonecalls from syncing to Exchange.
     
     
     
     

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