Good Day Team,
I need to know if anyone in forum has been able to do dynamics screen pop to the activities/timelines created activity (activitypointer) view instead of contacts?
A clients requirement is that on call connect to agent we need to screen pop a phonecall activity, populated with the callers ANI, agent call routed to ,callers contact, creating this activity and binding to both agent and caller is working fine its trying to pop that activity to agent on call connect that seems to be the issue.
This works fine if I’m screen popping to the contacts or any of the standard listed e.g case,invoice, contract but cannot seem to get it to work for activities
- I create a phonecal activity, this I bind to both agent and the caller, this works fine and I can see it in CRM
- On my BP screen pop I then do my pop to activitypointer and pass the activity id to the object identifier
Dynamics shows this error instead of the screen pop:
This is a system entity that does not have a main form. Opening a record form for this entity is not supported.
Error code: 0x83215613Session Id: 447cda8d-8564-4360-b65b-a51d535e4004Activity Id: 0ae89ec6-6d2c-447a-a627-2dc9431bc147Time: Fri Oct 28 2022 08:00:50 GMT+0200
I think this might be a dyamics restriction as error says. But if anyone has had success to screen pop to an activity/timeline, assistance on how it was done would be appreciated
Workaround for now is we create the activity under timeline, we screen pop the contact to the agent, on agent connect the agent will then open the last activity in timeline, update and resolve as that would be the one we created for their current interaction