Proactive Callback Profile (msdyn_proactive_callback_profile) table/entity reference (Microsoft Dynamics 365 Field Service)

Configuration entity for callback profiles used in direct and scheduled callback scenarios.

Messages

The following table lists the messages for the Proactive Callback Profile (msdyn_proactive_callback_profile) table. Messages represent operations that can be performed on the table. They may also be events.

Name Is Event?	Web API Operation	SDK for .NET
Assign Event: True	PATCH /msdyn_proactive_callback_profiles(msdyn_proactive_callback_profileid) Update the ownerid property.	AssignRequest
Associate Event: True	Associate records	Associate records
BulkRetain Event: True	BulkRetain	Learn to use messages with the SDK for .NET
Create Event: True	POST /msdyn_proactive_callback_profiles See Create	Create records
CreateMultiple Event: True	CreateMultiple	CreateMultipleRequest
Delete Event: True	DELETE /msdyn_proactive_callback_profiles(msdyn_proactive_callback_profileid) See Delete	Delete records
Disassociate Event: True	Disassociate records	Disassociate records
GrantAccess Event: True	GrantAccess	GrantAccessRequest
IsValidStateTransition Event: False	IsValidStateTransition	IsValidStateTransitionRequest
ModifyAccess Event: True	ModifyAccess	ModifyAccessRequest
PurgeRetainedContent Event: True	PurgeRetainedContent	Learn to use messages with the SDK for .NET
Restore Event: True	Restore	Learn to use messages with the SDK for .NET
Retain Event: True	Retain	Learn to use messages with the SDK for .NET
Retrieve Event: True	GET /msdyn_proactive_callback_profiles(msdyn_proactive_callback_profileid) See Retrieve	Retrieve records
RetrieveMultiple Event: True	GET /msdyn_proactive_callback_profiles See Query data	Query data
RetrievePrincipalAccess Event: True	RetrievePrincipalAccess	RetrievePrincipalAccessRequest
RetrieveSharedPrincipalsAndAccess Event: True	RetrieveSharedPrincipalsAndAccess	RetrieveSharedPrincipalsAndAccessRequest
RevokeAccess Event: True	RevokeAccess	RevokeAccessRequest
RollbackRetain Event: True	RollbackRetain	Learn to use messages with the SDK for .NET
SetState Event: True	PATCH /msdyn_proactive_callback_profiles(msdyn_proactive_callback_profileid) Update the statecode and statuscode properties.	SetStateRequest
Update Event: True	PATCH /msdyn_proactive_callback_profiles(msdyn_proactive_callback_profileid) See Update	Update records
UpdateMultiple Event: True	UpdateMultiple	UpdateMultipleRequest
Upsert Event: False	PATCH /msdyn_proactive_callback_profiles(msdyn_proactive_callback_profileid) See Upsert a table row	UpsertRequest
UpsertMultiple Event: False	UpsertMultiple	UpsertMultipleRequest
ValidateRetentionConfig Event: True	ValidateRetentionConfig	Learn to use messages with the SDK for .NET

Properties

The following table lists selected properties for the Proactive Callback Profile (msdyn_proactive_callback_profile) table.

Property	Value
DisplayName	Proactive Callback Profile
DisplayCollectionName	Proactive Callback Profiles
SchemaName	msdyn_proactive_callback_profile
CollectionSchemaName	msdyn_proactive_callback_profiles
EntitySetName	msdyn_proactive_callback_profiles
LogicalName	msdyn_proactive_callback_profile
LogicalCollectionName	msdyn_proactive_callback_profiles
PrimaryIdAttribute	msdyn_proactive_callback_profileid
PrimaryNameAttribute	msdyn_name
TableType	Standard
OwnershipType	UserOwned

Writable columns/attributes

These columns/attributes return true for either IsValidForCreate or IsValidForUpdate (usually both). Listed by SchemaName.

• ImportSequenceNumber
• msdyn_alternate_phone_number_terminating_key
• msdyn_ask_for_alternate_number
• msdyn_bot_user
• msdyn_call_outside_queue_hours
• msdyn_callback_bot_user
• msdyn_callback_number_behavior
• msdyn_callback_offering_windows
• msdyn_callback_phone_number
• msdyn_callback_type
• msdyn_delay_between_retries
• msdyn_delay_between_retries_unit
• msdyn_duplicate_prevention_settings
• msdyn_duplicate_resolution_action
• msdyn_fallback_action
• msdyn_fallback_prompt_message
• msdyn_max_callback_limit
• msdyn_name
• msdyn_number_of_retries
• msdyn_proactive_callback_profileId
• msdyn_reattempt_rules
• msdyn_repeat_message_interval_seconds
• msdyn_wait_time_limit_seconds
• msdyn_wait_time_limit_unit
• msdyn_wait_time_window_seconds
• msdyn_wait_time_window_unit
• OverriddenCreatedOn
• OwnerId
• OwnerIdType
• statecode
• statuscode
• TimeZoneRuleVersionNumber
• UTCConversionTimeZoneCode

ImportSequenceNumber

Property	Value
Description	Sequence number of the import that created this record.
DisplayName	Import Sequence Number
IsValidForForm	False
IsValidForRead	True
LogicalName	importsequencenumber
RequiredLevel	None
Type	Integer
MaxValue	2147483647
MinValue	-2147483648

msdyn_alternate_phone_number_terminating_key

Property	Value
Description	The DTMF key used to terminate alternate phone number entry (e.g. *, #, ##).
DisplayName	Alternate Phone Number Terminating Key
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_alternate_phone_number_terminating_key
RequiredLevel	None
Type	String
Format	Text
FormatName	Text
ImeMode	Auto
IsLocalizable	False
MaxLength	100

msdyn_ask_for_alternate_number

Property	Value
Description	Whether to ask the customer for an alternate phone number for the callback.
DisplayName	Ask For Alternate Number
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_ask_for_alternate_number
RequiredLevel	ApplicationRequired
Type	Boolean
GlobalChoiceName	msdyn_proactive_callback_profile_msdyn_ask_for_alternate_number
DefaultValue	False
True Label	Yes
False Label	No

msdyn_bot_user

Property	Value
Description	The bot user assigned to handle callback conversations.
DisplayName	Bot User
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_bot_user
RequiredLevel	ApplicationRequired
Type	Lookup
Targets	systemuser

msdyn_call_outside_queue_hours

Property	Value
Description	Whether callbacks can be executed outside queue operating hours.
DisplayName	Call Outside Queue Hours
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_call_outside_queue_hours
RequiredLevel	ApplicationRequired
Type	Boolean
GlobalChoiceName	msdyn_proactive_callback_profile_msdyn_call_outside_queue_hours
DefaultValue	False
True Label	Yes
False Label	No

msdyn_callback_bot_user

Property	Value
Description	The bot user assigned to handle callback orchestration scenarios.
DisplayName	Callback Bot User
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_callback_bot_user
RequiredLevel	ApplicationRequired
Type	Lookup
Targets	systemuser

msdyn_callback_number_behavior

Property	Value
Description	Controls which outbound number is used for callbacks: the same number the customer called from or a specific configured number.
DisplayName	Callback Number Behavior
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_callback_number_behavior
RequiredLevel	ApplicationRequired
Type	Picklist
DefaultFormValue	192350000
GlobalChoiceName	msdyn_proactive_callback_profile_msdyn_callback_number_behavior

msdyn_callback_number_behavior Choices/Options

Value	Label
192350000	Same Number
192350001	Specific Number

msdyn_callback_offering_windows

Property	Value
Description	JSON-formatted offering windows for callback scheduling, converted to queue time zone (expected compact JSON array payload).
DisplayName	Callback Offering Windows
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_callback_offering_windows
RequiredLevel	None
Type	Memo
Format	Text
FormatName	Text
ImeMode	Auto
IsLocalizable	False
MaxLength	4000

msdyn_callback_phone_number

Property	Value
Description	The outbound phone number for callbacks. If SameNumber behavior, this is the fallback number. If SpecificNumber, this is always used. Outbound voice numbers only.
DisplayName	Callback Phone Number
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_callback_phone_number
RequiredLevel	ApplicationRequired
Type	Lookup
Targets	msdyn_ocphonenumber

msdyn_callback_type

Property	Value
Description	Determines type of the callback profile
DisplayName	Callback Type
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_callback_type
RequiredLevel	ApplicationRequired
Type	Picklist
DefaultFormValue	192350000
GlobalChoiceName	msdyn_callback_type

msdyn_callback_type Choices/Options

Value	Label
192350000	Direct Callback
192350001	Scheduled Callback

msdyn_delay_between_retries

Property	Value
Description	The delay between reattempts for callback delivery.
DisplayName	Delay Between Retries
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_delay_between_retries
RequiredLevel	None
Type	Integer
MaxValue	2147483647
MinValue	0

msdyn_delay_between_retries_unit

Property	Value
Description	The unit for delayed reattempts (Second, Minute, Hour).
DisplayName	Delay Between Retries Unit
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_delay_between_retries_unit
RequiredLevel	None
Type	Picklist
DefaultFormValue	192350000
GlobalChoiceName	msdyn_proactive_callback_profile_msdyn_delay_between_retries_unit

msdyn_delay_between_retries_unit Choices/Options

Value	Label
192350000	Second
192350001	Minute
192350002	Hour

msdyn_duplicate_prevention_settings

Property	Value
Description	Controls duplicate callback prevention scope.
DisplayName	Duplicate Prevention Settings
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_duplicate_prevention_settings
RequiredLevel	ApplicationRequired
Type	Picklist
DefaultFormValue	192350000
GlobalChoiceName	msdyn_proactive_callback_profile_msdyn_duplicate_prevention_settings

msdyn_duplicate_prevention_settings Choices/Options

Value	Label
192350000	None
192350001	Same Queue
192350002	All Queues

msdyn_duplicate_resolution_action

Property	Value
Description	Action to take when a duplicate callback is detected.
DisplayName	Duplicate Resolution Action
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_duplicate_resolution_action
RequiredLevel	ApplicationRequired
Type	Picklist
DefaultFormValue	192350000
GlobalChoiceName	msdyn_proactive_callback_profile_msdyn_duplicate_resolution_action

msdyn_duplicate_resolution_action Choices/Options

Value	Label
192350000	End Call
192350001	Wait In Queue

msdyn_fallback_action

Property	Value
Description	Determines the action to take when the callback bot fails. Hangup ends the call, Escalate transfers to a representative.
DisplayName	Fallback Action
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_fallback_action
RequiredLevel	ApplicationRequired
Type	Picklist
DefaultFormValue	192350000
GlobalChoiceName	msdyn_proactive_callback_profile_msdyn_fallback_action

msdyn_fallback_action Choices/Options

Value	Label
192350000	Hangup
192350001	Escalate

msdyn_fallback_prompt_message

Property	Value
Description	Text played to the caller when the AI agent is unavailable and the fallback action requires a prompt before hanging up.
DisplayName	Fallback Prompt Message
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_fallback_prompt_message
RequiredLevel	None
Type	Memo
Format	TextArea
FormatName	TextArea
ImeMode	Auto
IsLocalizable	False
MaxLength	1000

msdyn_max_callback_limit

Property	Value
Description	The maximum number of concurrent callbacks allowed.
DisplayName	Maximum Callback Limit
IsValidForForm	False
IsValidForRead	True
LogicalName	msdyn_max_callback_limit
RequiredLevel	ApplicationRequired
Type	Integer
MaxValue	2147483647
MinValue	0

msdyn_name

Property	Value
Description	The name of the custom entity.
DisplayName	Name
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_name
RequiredLevel	ApplicationRequired
Type	String
Format	Text
FormatName	Text
ImeMode	Auto
IsLocalizable	False
MaxLength	100

msdyn_number_of_retries

Property	Value
Description	The number of reattempts allowed for a callback delivery.
DisplayName	Number of Retries
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_number_of_retries
RequiredLevel	None
Type	Integer
MaxValue	2147483647
MinValue	0

msdyn_proactive_callback_profileId

Property	Value
Description	Unique identifier for entity instances
DisplayName	Proactive Callback Profile
IsValidForForm	False
IsValidForRead	True
LogicalName	msdyn_proactive_callback_profileid
RequiredLevel	SystemRequired
Type	Uniqueidentifier

msdyn_reattempt_rules

Property	Value
Description	JSON-formatted reattempt configuration rules (expected compact JSON object payload).
DisplayName	Reattempt Rules
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_reattempt_rules
RequiredLevel	None
Type	Memo
Format	Text
FormatName	Text
ImeMode	Auto
IsLocalizable	False
MaxLength	4000

msdyn_repeat_message_interval_seconds

Property	Value
Description	The interval in seconds at which to repeat the callback question to the customer.
DisplayName	Repeat Message Interval Seconds
IsValidForForm	False
IsValidForRead	True
LogicalName	msdyn_repeat_message_interval_seconds
RequiredLevel	ApplicationRequired
Type	Integer
MaxValue	3600
MinValue	30

msdyn_wait_time_limit_seconds

Property	Value
Description	The average wait time threshold value for callback throttling rules.
DisplayName	Wait Time Limit Seconds
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_wait_time_limit_seconds
RequiredLevel	ApplicationRequired
Type	Integer
MaxValue	2147483647
MinValue	0

msdyn_wait_time_limit_unit

Property	Value
Description	The unit of time for the wait time limit threshold.
DisplayName	Wait Time Limit Unit
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_wait_time_limit_unit
RequiredLevel	ApplicationRequired
Type	Picklist
DefaultFormValue	192350000
GlobalChoiceName	msdyn_proactive_callback_profile_msdyn_wait_time_limit_unit

msdyn_wait_time_limit_unit Choices/Options

Value	Label
192350000	Seconds
192350001	Minutes

msdyn_wait_time_window_seconds

Property	Value
Description	The lookback window for calculating average wait time for callback throttling.
DisplayName	Wait Time Window Seconds
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_wait_time_window_seconds
RequiredLevel	ApplicationRequired
Type	Integer
MaxValue	2147483647
MinValue	0

msdyn_wait_time_window_unit

Property	Value
Description	The unit of time for the wait time lookback window.
DisplayName	Wait Time Window Unit
IsValidForForm	True
IsValidForRead	True
LogicalName	msdyn_wait_time_window_unit
RequiredLevel	ApplicationRequired
Type	Picklist
DefaultFormValue	192350000
GlobalChoiceName	msdyn_proactive_callback_profile_msdyn_wait_time_window_unit

msdyn_wait_time_window_unit Choices/Options

Value	Label
192350000	Seconds
192350001	Minutes
192350002	Hours

OverriddenCreatedOn

Property	Value
Description	Date and time that the record was migrated.
DisplayName	Record Created On
IsValidForForm	False
IsValidForRead	True
LogicalName	overriddencreatedon
RequiredLevel	None
Type	DateTime
CanChangeDateTimeBehavior	False
DateTimeBehavior	UserLocal
Format	DateOnly
ImeMode	Inactive
SourceTypeMask	0

OwnerId

Property	Value
Description	Owner Id
DisplayName	Owner
IsValidForForm	True
IsValidForRead	True
LogicalName	ownerid
RequiredLevel	SystemRequired
Type	Owner
Targets	systemuser, team

OwnerIdType

Property	Value
Description	Owner Id Type
DisplayName
IsValidForForm	False
IsValidForRead	True
LogicalName	owneridtype
RequiredLevel	SystemRequired
Type	EntityName

statecode

Property	Value
Description	Status of the Proactive Callback Profile
DisplayName	Status
IsValidForForm	True
IsValidForRead	True
LogicalName	statecode
RequiredLevel	SystemRequired
Type	State
DefaultFormValue
GlobalChoiceName	msdyn_proactive_callback_profile_statecode

statecode Choices/Options

Value	Details
0	Label: Active DefaultStatus: 1 InvariantName: Active
1	Label: Inactive DefaultStatus: 2 InvariantName: Inactive

statuscode

Property	Value
Description	Reason for the status of the Proactive Callback Profile
DisplayName	Status Reason
IsValidForForm	True
IsValidForRead	True
LogicalName	statuscode
RequiredLevel	None
Type	Status
DefaultFormValue
GlobalChoiceName	msdyn_proactive_callback_profile_statuscode

statuscode Choices/Options

Value	Details
1	Label: Active State:0 TransitionData: None
2	Label: Inactive State:1 TransitionData: None

TimeZoneRuleVersionNumber

Property	Value
Description	For internal use only.
DisplayName	Time Zone Rule Version Number
IsValidForForm	False
IsValidForRead	True
LogicalName	timezoneruleversionnumber
RequiredLevel	None
Type	Integer
MaxValue	2147483647
MinValue	-1

UTCConversionTimeZoneCode

Property	Value
Description	Time zone code that was in use when the record was created.
DisplayName	UTC Conversion Time Zone Code
IsValidForForm	False
IsValidForRead	True
LogicalName	utcconversiontimezonecode
RequiredLevel	None
Type	Integer
MaxValue	2147483647
MinValue	-1

Read-only columns/attributes

These columns/attributes return false for both IsValidForCreate and IsValidForUpdate. Listed by SchemaName.

• CreatedBy
• CreatedOn
• CreatedOnBehalfBy
• ModifiedBy
• ModifiedOn
• ModifiedOnBehalfBy
• OwnerIdName
• OwnerIdYomiName
• OwningBusinessUnit
• OwningTeam
• OwningUser
• VersionNumber

CreatedBy

Property	Value
Description	Unique identifier of the user who created the record.
DisplayName	Created By
IsValidForForm	True
IsValidForRead	True
LogicalName	createdby
RequiredLevel	None
Type	Lookup
Targets	systemuser

CreatedOn

Property	Value
Description	Date and time when the record was created.
DisplayName	Created On
IsValidForForm	True
IsValidForRead	True
LogicalName	createdon
RequiredLevel	None
Type	DateTime
CanChangeDateTimeBehavior	False
DateTimeBehavior	UserLocal
Format	DateAndTime
ImeMode	Inactive
SourceTypeMask	0

CreatedOnBehalfBy

Property	Value
Description	Unique identifier of the delegate user who created the record.
DisplayName	Created By (Delegate)
IsValidForForm	True
IsValidForRead	True
LogicalName	createdonbehalfby
RequiredLevel	None
Type	Lookup
Targets	systemuser

ModifiedBy

Property	Value
Description	Unique identifier of the user who modified the record.
DisplayName	Modified By
IsValidForForm	True
IsValidForRead	True
LogicalName	modifiedby
RequiredLevel	None
Type	Lookup
Targets	systemuser

ModifiedOn

Property	Value
Description	Date and time when the record was modified.
DisplayName	Modified On
IsValidForForm	True
IsValidForRead	True
LogicalName	modifiedon
RequiredLevel	None
Type	DateTime
CanChangeDateTimeBehavior	False
DateTimeBehavior	UserLocal
Format	DateAndTime
ImeMode	Inactive
SourceTypeMask	0

ModifiedOnBehalfBy

Property	Value
Description	Unique identifier of the delegate user who modified the record.
DisplayName	Modified By (Delegate)
IsValidForForm	True
IsValidForRead	True
LogicalName	modifiedonbehalfby
RequiredLevel	None
Type	Lookup
Targets	systemuser

OwnerIdName

Property	Value
Description	Name of the owner
DisplayName
IsValidForForm	False
IsValidForRead	True
LogicalName	owneridname
RequiredLevel	SystemRequired
Type	String
Format	Text
FormatName	Text
ImeMode	Auto
IsLocalizable	False
MaxLength	100

OwnerIdYomiName

Property	Value
Description	Yomi name of the owner
DisplayName
IsValidForForm	False
IsValidForRead	True
LogicalName	owneridyominame
RequiredLevel	SystemRequired
Type	String
Format	Text
FormatName	Text
ImeMode	Auto
IsLocalizable	False
MaxLength	100

OwningBusinessUnit

Property	Value
Description	Unique identifier for the business unit that owns the record
DisplayName	Owning Business Unit
IsValidForForm	True
IsValidForRead	True
LogicalName	owningbusinessunit
RequiredLevel	None
Type	Lookup
Targets	businessunit

OwningTeam

Property	Value
Description	Unique identifier for the team that owns the record.
DisplayName	Owning Team
IsValidForForm	False
IsValidForRead	True
LogicalName	owningteam
RequiredLevel	None
Type	Lookup
Targets	team

OwningUser

Property	Value
Description	Unique identifier for the user that owns the record.
DisplayName	Owning User
IsValidForForm	False
IsValidForRead	True
LogicalName	owninguser
RequiredLevel	None
Type	Lookup
Targets	systemuser

VersionNumber

Property	Value
Description	Version Number
DisplayName	Version Number
IsValidForForm	False
IsValidForRead	True
LogicalName	versionnumber
RequiredLevel	None
Type	BigInt
MaxValue	9223372036854775807
MinValue	-9223372036854775808

Many-to-One relationships

These relationships are many-to-one. Listed by SchemaName.

msdyn_proactive_callback_profile_callback_phone_number_msdyn_ocphonenumber

One-To-Many Relationship: msdyn_ocphonenumber msdyn_proactive_callback_profile_callback_phone_number_msdyn_ocphonenumber

Property	Value
ReferencedEntity	msdyn_ocphonenumber
ReferencedAttribute	msdyn_ocphonenumberid
ReferencingAttribute	msdyn_callback_phone_number
ReferencingEntityNavigationPropertyName	msdyn_callback_phone_number
IsHierarchical
CascadeConfiguration	Archive: RemoveLink Assign: NoCascade Delete: RemoveLink Merge: NoCascade Reparent: NoCascade RollupView: NoCascade Share: NoCascade Unshare: NoCascade

One-to-Many relationships

These relationships are one-to-many. Listed by SchemaName.

• msdyn_overflowactionconfig_proactive_callback_profileId_msdyn_proactive_callback_profile
• msdyn_proactive_delivery_msdyn_proactive_callback_profileId_msdyn_proactive_callback_profile

msdyn_overflowactionconfig_proactive_callback_profileId_msdyn_proactive_callback_profile

Many-To-One Relationship: msdyn_overflowactionconfig msdyn_overflowactionconfig_proactive_callback_profileId_msdyn_proactive_callback_profile

Property	Value
ReferencingEntity	msdyn_overflowactionconfig
ReferencingAttribute	msdyn_proactive_callback_profileid
ReferencedEntityNavigationPropertyName	msdyn_overflowactionconfig_proactive_callback_profileId_msdyn_proactive_callback_profile
IsCustomizable	False
AssociatedMenuConfiguration	AvailableOffline: True Behavior: UseCollectionName Group: Details Label: MenuId: null Order: 10000 QueryApi: null ViewId: 00000000-0000-0000-0000-000000000000

msdyn_proactive_delivery_msdyn_proactive_callback_profileId_msdyn_proactive_callback_profile

Many-To-One Relationship: msdyn_proactive_delivery msdyn_proactive_delivery_msdyn_proactive_callback_profileId_msdyn_proactive_callback_profile

Property	Value
ReferencingEntity	msdyn_proactive_delivery
ReferencingAttribute	msdyn_proactive_callback_profileid
ReferencedEntityNavigationPropertyName	msdyn_proactive_delivery_msdyn_proactive_callback_profileId_msdyn_proactive_callback_profile
IsCustomizable	False
AssociatedMenuConfiguration	AvailableOffline: True Behavior: UseCollectionName Group: Details Label: MenuId: null Order: 10000 QueryApi: null ViewId: 00000000-0000-0000-0000-000000000000

See also

Dataverse table/entity reference
Dataverse Web API Reference