Dynamics integration - Call journaling converted in active task

[PaoloConcari]

Good morning everyone
I set up an integration with Dynamics, contacts work fine and I also enable Call journaling to log calls on the CRM.
Everything it's perfect except for the fact that calls are logged in "calls" but also in "open tasks" (or "open activities", sorry but customer's CRM isn't in english).
Is it possible to only have calls logged in the "calls" menu?
Thank you very much!

 

[Evolute IT]

The current integration only creates tasks. You would need to create a custom version of the XML template and adjust the API requests scenarios to work with calls instead.

 

[PaoloConcari]

The current integration only creates tasks. You would need to create a custom version of the XML template and adjust the API requests scenarios to work with calls instead.

Thanks for the quick answer, but if I enable the journaling I get both the calls and the tasks logged. Is it something that Dynamics does?

 

[Evolute IT]

Thanks for the quick answer, but if I enable the journaling I get both the calls and the tasks logged. Is it something that Dynamics does?

Very possible. You can check the template in the management console and see how it creates the call/task/activity.

 

[PaoloConcari]

Very possible. You can check the template in the management console and see how it creates the call/task/activity.

Thanks, I just checked and found many scenarios, one of them is "CreateCallActivity". Have you already worked with this? Can I just delete this scenario to have only the calls logged?

 

[Evolute IT]

From what I can see, no you cannot remove it as it creates a phonecall object. So the task is being created on the Dynamics side.

Chat journaling would log into appointments according to the template.

Yes, we do have a lot of experience with those templates.

 

[edossantos]

This is due to how Dynamics works. In Dynamics CRM, a phone call is an activity, so it will be logged as such. Then Dynamics will show it as a phone call (which is the sub-type of activity), and also in activities.