Dynamic Integration Behaviour

[paul_carass]

Hi @edossantos ,
Just wondering if you can clarify the expected logic/behaviour of incoming & outbound calls while using the Dynamics 365 Integration in V18?
Can you define when a call will be logged as an activity record? Does it have to be a direct call from an external number to a specific extension?How do calls get logged when coming in through a queue?
If if the call is transferred from one extension to another, does it get logged as an activity in D365? Or on which call does the logging occur?

I ask this, as we are having issues with an existing customer who's call logging does not seem to match up with the expected number of logged calls.
Any guidance here would be much appreciated.
Thanks
Paul

 

[edossantos]

Hello Paul,

Only calls that reach an extension are logged. For example, if the call goes to a queue, but the caller hangs up before being sent to an agent, the call will NOT be logged.

Also, missed calls through a queue or ring group are only logged if a single extension rang. If you have a ring all strategy for example, and more than 1 extension rings, and no one answers, the call will NOT be logged.

Apart from that, all calls should be logged.

 

[paul_carass]

Thanks @edossantos
In an instance where an inbound call hits the IVR, is directed to a Queue, which is answered by a Receptionist extension for 15 seconds, and then transferred to another extension for a longer call, what would be the expected behaviour of activity logging?
Do we get two activity records (one for each answered call), or do we get the last call answered to be the one that is logged?
Thanks
Paul

 

[edossantos]

In an instance where an inbound call hits the IVR, is directed to a Queue, which is answered by a Receptionist extension for 15 seconds, and then transferred to another extension for a longer call, what would be the expected behaviour of activity logging?

I would need to check this, but I think the call is logged for the last extension only, and the duration of the call includes the whole call.

 

[paul_carass]

Thank you @edossantos
It would be great to get a definitive explanation of the logic in the integration

 

[Evolute IT]

I would need to check this, but I think the call is logged for the last extension only, and the duration of the call includes the whole call.

Fun fact, I have a customer using a custom Zoho template (modified from the original) and it does call journaling for each legs of the call, so a transfer causes a second entry.

 

[paul_carass]

@ConceptsWeb Love it!!

 

[paul_carass]

Hey @edossantos ,
Did you have any luck finding out the exact behaviour patterns that we should be seeing with the Dynamics integration?
Thanks