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Negative Duration_vod Value in Call Key Message Record in CRM

  • Updated

Overview:

There are negative Duration values, such as -86323 or -3, in some Call Key Message records.

Root Cause:

The Duration_vod is calculated by Current Time - Start_Time_vod__c.

  • Start_Time_vod__c is the datetime when we start on the current slide

  • Current Time is the datetime when we are finished with the current slide

There are two reasons for the Current Time to be less than the Start_Time_vod__c:

  1. If the negative value is a small number of seconds, such as -2, -3.  

    • The iPad is using a connection to a cellular tower to correct its time directly after gathering the Start Time. This results in the current time being a few seconds behind the current Start Time. The Duration is calculated by subtracting the Start Time from the current time. Since the iPad has corrected to a few seconds prior to the Key Message's Start Time, it can end up as a negative value.

  2. If the negative value is a large number, such as -86323.  

    • This occurs because the user changed the iPad clock.

Example scenario:  

    1. The user plans a call and opens the CLM media at 13:00 PM.

    2. The user puts the media to the background and sets the time back to 10:00 AM.

    3. The user returns to the media, clicking "Done", and submit the call.

According to the scenario, the Duration_vod is calculated as 10:00 - 13:00 = -10800(s). 

 

Solution:

  1. For the small negative Duration_vod values, there is no effective way to avoid the small-time correction when the connection is to a cellular tower.

  2. For the large negative Duration_vod values, check with the end-user for the reason why the iPad clock is changed.

Please open a Support case if it is not in either situation.

Related Documentation:

N/A

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