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Phone call activity closes automatically after a while

  • 1.  Phone call activity closes automatically after a while

    SILVER CONTRIBUTOR
    Posted 6 days ago
    We now have a couple of users reporting this phenomenon (in an 8.2 on prem environmemt): when a phone call activity, created in the social pane of a case, is kept open for a while (when e.g. the user is taking notes during the call, or leaves the activity open when making a few attempts to reach the customer) the activity seems to close all by itself after a while. From the audit log, I was able to see that the Status change usually happens between 10 and 20 minutes after the call was create or manually opened again.

    Any idea what could be happening here?

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    Jan Van Haver
    G DATA Software AG
    Bochum
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  • 2.  RE: Phone call activity closes automatically after a while

    SILVER CONTRIBUTOR
    Posted 6 days ago
    Hello,
    Is there any chance that you have workflow or integration that can close phonecall? If there are not I believe you should open a ticket with Microsoft and ask for help.

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    Andrew Butenko
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  • 3.  RE: Phone call activity closes automatically after a while

    TOP CONTRIBUTOR
    Posted 6 days ago
    This has been an issue since v8.0 as far as I can tell, possibly earlier, so it might be a "feature" that MS will not fix.
    We finally had to come up with some alternatives for our clients such as:
    • A workflow to re-open the call if the follow up date was in the future
    • Add some fields (like subject, description, "save" checkbox) to the Opportunity form that would trigger a sync workflow (when Save was checked) to create a phone call and clear the fields. 
    • Train users to open the phone call form instead of using the social pane


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    Nelson Johnson
    Solution Architect
    BroadPoint Technologies, LLC
    Bethesda MD
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