When Teams calling in CE is enabled, the click to call button raises a new unrelated phone call record. Any transcript and recording is captured in that unrelated record, rather than the record the user started from.
i.e. a user could start their own phone activity, or, have an existing open phone call activity, or, have a pre-created phone activity by a manager/power automate trigger. Any information entered on that starting record is lost as soon as the click to call button is pressed.
The sentiment, transcript and recording should be kept against the starting phone call record.
Comments
Worth noting that the behaviour here is what would be expected when initiating a call from a contact or account record, however when initiating a call from a pre-existing phone call record, having a new (and unrelated) call activity spawn that captures the transcript and call details is not the expected behaviour.
This may apply to a future dated phone call that was created manually for a customer follow up, or records created via automation for similar purposes.
Category: Collaboration including Teams and Office 365 Integration