Duplicate Call Records Created for Incoming Calls Redirected to Multiple Extensions
We are currently facing an issue with how incoming calls are handled within Creatio. When an incoming call is received, it is correctly routed to multiple available operator extensions simultaneously, which is expected behavior. However, the problem arises because Creatio is creating multiple call records — one for each operator to whom the call was redirected — even though only one of them actually answers the call.
We have a business process configured that is triggered upon the creation or modification of a record in the "Call" object. This process opens the customer profile page for the operator to assist in providing relevant information during the call.
The issue is that, due to multiple call records being created for the same incoming call, the business process is being triggered for all operators, not just the one who answers the call. As a result, the customer profile page is opening for all operators who received the call notification, which leads to confusion and unnecessary disruption.
Expected Behavior:
Only one call record should be created — specifically for the operator who actually answers the call. Consequently, the customer profile page should open only for that operator, not for everyone whose extension the call was redirected to.
Request:
We would appreciate your guidance or support in resolving this issue, either by adjusting the way call records are created or by providing a method to identify and limit the process execution to only the operator who answers the call.
Like
Hello,
Here’s how the basic logic works:
If a call appears on the CTI panel, it is automatically saved in the Calls section.
So, if a call is received by a group of 5 users, it will appear on the CTI panel for all 5 users. However, only one of them will actually answer the call.
As a result, 5 call records will be created in the Calls section, but only one will show that a conversation took place.
To avoid this, we recommend changing the call routing so that calls are directed to operators one at a time (sequentially).
This would require custom development, and unfortunately, we don’t have a ready-made example of this kind of implementation.
Best regards,
Malika
Hello,
please take a look at this post: https://community.creatio.com/questions/cti-panel-answercall-method-ove… . Maybe it will help you in implementing similar logic in your process to what we did (trigger when user answers the call, instead when call record is created in database).
Best Regards,
Jelenko.
Jelenko Mršić,
Hello,
Thank you for your response, I've tried using "Time to Connect" field as you have shown in your solution, but still the problem is not solved and when I checked incoming call is going to 4 different extension and only one operator is picking up the call but still the backend process is running for other operators too.
In the below screenshot the last column represent - "Time to Connect" value. 
Do you have any idea what could be the problem now?
Thanks.