Call Logging and Retry Worker Guide

The Retry Worker is a dedicated server that caches and re-attempts calls that fail to log in the client's CRM. Typically, the cause for failure is within the CRM environment. When calls are re-logged by the retry worker, they are assigned to the user who made the call, but the activity is created by the API user.

The retry worker runs at the top of every hour. First it will log as a "generic" call, and then on second pass it will log fully with the details. It will re-attempt to log each failed call 10 times, increasing the amount of time between each subsequent attempt.

Here is the order of operations for calls logging and fields updating for an OUTBOUND call:

1. Agent clicks Dial 
2. Blank "DialSource Automated Call" task is inserted on parent record
3. User completes call and clicks Disposition
4. Blank Task is updated to reflect call information and Disposition
5. "Last Disposition," "Datetime of Last Disposition," "Total Call Count," and "Last Call Campaign Name" fields on parent record are updated by a Task trigger installed as part of the managed package

Here is the order of operations for calls logging and fields updating for an INBOUND call:

1. Agent accepts the Inbound offer
   1a. If applicable, Agent links Inbound call to the appropriate record
2. Blank "DialSource Inbound Call" task is inserted on parent record
   2a. If the call was not linked, the subject will be "DialSource Unlinked Inbound Call" and will not have a related record until the Agent links the call
3. User completes call and clicks Disposition
4. Blank Task is updated to reflect call information and Disposition
5. "Last Disposition," "Datetime of Last Disposition," "Total Call Count," and "Last Call Campaign Name" fields on parent record are updated by a Task trigger installed as part of the managed package

Calls can fail to log at Step 2 or Step 4. If the call fails at Step 2, the retry worker will need to run twice - once to insert the original Task, then again to update the Task to reflect the call information. If the logging fails at Step 4, the retry worker will only need to log the updates to the Task.

The call logging under the retry worker will cause the fields to update and any subsequent automation to fire when the call is successfully logged. Since the call is logged under the API User's credentials, any automation running based on the "last modified by" field may experience disruption. For instance, it may send out emails or assign follow up Tasks to the API User instead of the user who made the call. If this occurs frequently, please contact the Support team to determine the reason for the errors. Submitting a bug report via the Report Issue button immediately after a call fails to log will enable the bug report to capture any CRM errors that were generated.

If the issue is local to your CRM instance, Support will be able to advise on what changes need to be made. You can also contract our Professional Services team to optimize your automation. 

Here are some common causes of calls failing to log:

-Expired CRM session (only applicable for Denali 1.0, as Conquer Voice uses a different form of authentication)
-Field level access on the Task object
-Org runs out of API calls relative to the 24 hour rolling limit