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Create an Incoming Phone Call Activity when a Call received from CTI – USD

August 27, 2016 1 comment

In one of our requirement, we had to create a new “Incoming Phone Call” activity against the calling ‘Contact’, whenever a call received.

USD - Incoming Phone Call Created

USD – Incoming Phone Call Created

In this article, I am using “CTI Simulator” (Download) to generate an incoming call.

Refer MSDN article contains a Walkthrough on how to

  • Catch the phone call (Triggered from Simulator)
  • Search ‘Contacts’ in CRM with the ‘Phone number’
  • If match found, open the ‘Contact’ in USD.

Open Calling Contact Record in USD

  • In USD configurations in CRM, create a “Windows Navigation Rule”, to open a ‘Contact’ record, if there is a Contact with incoming phone number.

USD - Nav Rule To Open Contact On Incoming Call

  • In the Action Call “Show tab for Contact”, we set focus on ‘Contact’ which was opened in USD.
USD - Focus on Contact Tab

USD – Focus on Contact Tab

Create Phone Call Activity

  • Now coming back to our requirement, we need to create an “Incoming Phone Call” for the matched ‘Contact’, which got opened in USD.
  • To achieve this, create a Sub Action Call “AC Create Contact Inbound Phone call”, under “Show tab for Contact”.
USD - Sub Action Call To Create Phone Call

USD – Sub Action Call To Create Phone Call

  • In “AC Create Contact Inbound Phone call”, define a “CreateAction” to create “Phone Call” copying information from “Contact”.
USD - Create Phone Call

USD – Create Phone Call

  • Data:

LogicalName=phonecall
directioncode=Boolean(false)
subject=Inbound Phonecall to [[$User.fullname]]
from=PartyList(er[“contact”,[[contact.Id]+]])
to=PartyList(er[“systemuser”,[[$User.systemuserid]+g]])
phonenumber=[[cti.phonenumber]]
regardingobjectid=EntityReference(contact,[[contact.Id]])

  • The ‘AC Create Contact Inbound Phone call‘ action call triggers after ‘Show tab for Contact‘ and a new ‘Phone Call’ gets created.
USD - Created Incoming Phone Call

USD – Created Incoming Phone Call

🙂

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