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Problem with Phone Calls Regarding Accounts / Contacts / Opportunities / Leads

Posted on 2009-02-18
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Last Modified: 2013-11-24
Hi
I am trying to get information regarding Phones Call Activities that have been made against either an Account, Contact, Opportunity or Lead that are owned by a particular Sales Person. I am doing this in Advanced Find I am querying Phone Calls as I need retrieve a custom field we have added to that entity, when I add the Owner field from Regarding (lead) etc its always empty, however if I query Activtities and add in the Owner field from regarding (lead) etc it is populated.

When Querying Phone calls in the result if I click on the lead, etc link in the regarding field and look at the record it has an owner.

It seems that the link works between Activties and Regarding but not Phone Calls and Regarding

Thanks
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Question by:timpoynter
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Expert Comment

by:gregowens
ID: 23680969
I'm not really sure of your question here Tim...
You have summarised the situation correctly. What you would need to do is to construct a query like this:
  • Look for: Activities
  • Activity Type = Phone Call
  • Regarding (Company)
    • Owner equals xxxxxxx
Since you need "OR" conditions across multiple entities (Company, Contact, Opportunity, Lead) it is not possible to consolidate this into a single query via Advanced Find (cannot group cross-entity conditions).
Depending on the scenario you plan to deploy this in, there may be another solution to deliver the information you need to your users (e.g. a report in SSRS, Excel or an embedded iframe that consumes some FetchXML to create a cusomised find)...
 
 
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Expert Comment

by:gregowens
ID: 23681015
Sorry - I missed the point about the custom attribute. Try this sample:
  • Look for: Phone Calls
  • Activity Party (Activity)
    • Activity
      • Owner equals xxxxxxx
      • Regarding equals
        • [Build a list of the required opportunity, Lead, contact, company records]

           
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Expert Comment

by:gregowens
ID: 23681052
Screenshot to clarify this. Note that the lookup box refers to a contact, an account and an opportunity record. A match on any will yield a record in your results.
advancedfind.bmp
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Author Comment

by:timpoynter
ID: 23691238
Hi
Thank you for your assistance, perhaps I didn't make myself clear, basically we have a sales team of account managers and a telesales person, the account managers own the leads, accounts, contacts and opportunities and add activities to these that are then assigned to queues, the telesales person then accepts the activities off of the queues and completes them. We need to report on the activties completed by the TeleSales person by the owner of the regarding lead, account, contact, opportunity. If we do an advanced find on Activities that are owned by the telesales person where the ragrding lead etc is owned by the account managers and add in the regarding lead owner field into the view it is populated. However we have a custom field on the Phone Call entity that records the completion code of the call (Had conversation, Left Voicemail, No Answer, Etc) and we need to include this in a similar report. So when we try and perform the same advanced find as above against the Phone Call entity , the regarding lead owner field is empty. Where as the same phone call from the Activity Advanced Find has this field populated.

I have attached a Screen Shot

Thanks
AdvancedFindPhoneCalls.bmp
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Expert Comment

by:gregowens
ID: 23691320
OK - but if I'm understanding you correctly, this sounds similar to what I already posted. Does this query work:




 

AdvancedFindPhoneCalls2.bmp
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Author Comment

by:timpoynter
ID: 23691388
Hi

Unfortunately it gives the same issue, I have attached two screenshots showing the issue.

Thanks
findresults.GIF
leadowner.GIF
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Author Comment

by:timpoynter
ID: 23691393
sorry hope you can see the gifs ok if not let me know
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Expert Comment

by:gregowens
ID: 23691523
Right - I'm on the same page now ;)
I'm reasonably sure that this is fixed by Rollup Update 2, which I am presuming is not installed.
Are you able to install this now? I'll try and find the relevant KB article for the fix too.
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Expert Comment

by:gregowens
ID: 23691562
Actually - looks like I was wrong. I was thinking of this issue.
Therefore, can you confirm if RU2 is installed. If it isn't, I still recommend installing it before we proceed.
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Accepted Solution

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timpoynter earned 0 total points
ID: 25343627
Unfortunatley other priorities have over taken this and have been unable to install the requested rollups yet, as I need to ask other questions i need to close the question down and revisit it at a later stage when I have more time
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