Overview

You are wondering if agents are going to be able to call their contacts using Playbooks Dial when the CRM is disconnected.

Information

There is no relationship between the CRM and the Call System. Calls will go through regardless of the status of the connection with the CRM. However, if the CRM is disconnected from Playbooks, the record will sync with Salesforce / Dynamics next time a sync task is accomplished.

Bear in mind that the sync between CRM instances will occur in the next 12 hours, at any moment, so make sure you wait (at least) 12 hours after the call to check if the orphaned call got created at the CRM's end.

• More information about troubleshooting CRM Issues can be found in the Troubleshooting Article - Issues when Syncing with CRM KB Article.