CRM Online - Phonecall Dialog updating Lead Record?

Question

Hi Guys,

I'm trying to update a lead record via a Dialog that is called from a Phonecall record.

However I keep getting an error stating that CRM cannot find the record to update. I thought that all phonecalls have a N:1 mapping to a lead? I.e. the recipient field on a phonecall record maps to 1 and only 1 recipient (which when clicked opens up the lead record)?

I've also tried populating some of the dialog ran on the Phonecall by using the related lead entity, i.e. Update Regarding (Lead)

I've added a picture that highlights this hopefully. Thank you for any assistance.

Answer 1

Hi,

Try adding an IF condition at the beginning of your dialog to check the Regarding (Lead):Lead contains data. Else throw an error page or maybe query the open leads so the user can select the lead to set regarding prior to commencing the page(s)/prompt & responses.

Phone calls can be set regarding any activity enabled entity not just leads.

The 'Recipient' is a special field called a 'party list' and this can link to lead, contact or account. You can't perform evaluations on party lists to check it is displaying a certain 'type' of record i.e. lead so I'd concentrate on using the Regarding (lead) in your logic.

Rob

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Microsoft Certified Technology Specialist (CRM) GAP Consulting Ltd Microsoft Community Contributor Award 2011

Answer 2

Hi Nilrem,

           Instead of Dialog, why can't you write a workflow for this case?

You can call the workflow when Record gets created or Record fields change criteria.

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Naren

Answer 3

Hi Rob, thank you for the information.

So I can query the lead within the Dialog?

Answer 4

Hi Naren,

I can't use a workflow because this is used for telemarketing. I'll quickly tell you about the scenario:

One of the Sales team will go to the telemarketing queue.

The Salesperson then opens a phonecall from this queue.

The Salesperson will then start the dialog (from my initial post) from within the phonecall record.

This dialog prompts the Salesperson to ring the lead (the person listed in the recipient field).

During the phonecall (dialog prompts) the Salesperson confirms the address, e-mail, and fax of the company.

The dialog contains fields (prompts and responses) to enter this information.

With this entered information I want to then update the lead record that the recipient field is pointing to.

Then what I do is promote the phonecall to a campaign response.

Everything is working as expected apart from updating the lead record (which I thought a phonecall only pointed to 1 lead record?).

I hope this makes sense. Thank you for the help so far.

Answer 5

Hi,

From the additional info you've given, I'd suggest adding your dialog to the queue item. You could then create a phone call record within this dialog and populate its 'regarding' and 'recipient' with the 'Queue Item: Object'. That way you can attach the phone call to the lead and also update the lead.

Rob

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Microsoft Certified Technology Specialist (CRM) GAP Consulting Ltd Microsoft Community Contributor Award 2011

Answer 6

Hi Rob,

I'm not in a position to refactor the queues and how they work.

I need this to work (updating a lead record via a dialog started in a phone record) how I stated in my initial post.

I've done some research and would it be possible to achieve what I want by writing a custom workflow activity?

Based upon my research I was thinking I could keep the dialog and have the phonecall as its primary entity.

Then I code a custom workflow that has a phonecall as its primary entity.

Within this custom workflow it will update the records as necessary (see http://rajeevpentyala.wordpress.com/tag/partylist/)

What I need to know is, is this possible? Is it possible to pass variables to a child workflow (the custom workflow I'll write)?

Is it possible to update a party list record by doing something like

var partyRequired = Xrm.Page.getAttribute(“requiredattendees”);
 
var attendees = party.getValue();
 
for (var indxAttendees = 0; indxAttendees < attendees.length; indxAttendees++) {
 
// User
 
if (attendees[indxAttendees].type == 8) {
 
alert(“Attendee is User; Id -” + attendees[indxAttendees].id + ” Name -” + attendees[indxAttendees].name);
 
}
}

Obviously I'd modify the code above to set the values instead of displaying them in a message box.

So do you think this would work?

Answer 7

Ahh I've just found out I can't write a custom workflow activity to do this in CRM Online until the R8 update is applied sometime this year.

Is there anyway I can achieve what I need to achieve (outlined in my first post)?

Answer 8

Hi

Could you tell me how your users move from queue item to creating the phone call?

If they double click on the queue item, that will open the lead.

On the lead's ribbon they could then click 'Add' > 'Phone Call' > save, then run the dialog. The 'Recipient' and 'Regarding' on the phone call would both be populated with the lead and your dialog could update the lead ok.

Rob

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Microsoft Certified Technology Specialist (CRM) GAP Consulting Ltd Microsoft Community Contributor Award 2011

Answer 9

Hi Rob, unfortunately it's not set out like that.

There is a queue that contains phone calls, within each phone call there is a recipient field (a party list).

This recipient field (in our case) always points to a lead.

This is the sales persons process:

Go to the queue->Open phone call->Click the entry in the recipient field->Call the lead->Update the lead record according to the phone call that just took place.

Anyways I've solved my solution (not as elegantly as I would have hoped) by querying (lookup field on the dialog) the leads. I'll mark that (your) answer as correct.

Thank you everyone for your assistance.