Sample: Clean up history for a queue (early bound)

Applies to Dynamics 365 for Customer Engagement apps version 9.x

This sample code is for Dynamics 365 for Customer Engagement. Download the complete sample here Business management samples


Internet connection is required to download the sample project and to restore the NuGet packages used in the sample project.


For more information about the requirements for running the sample code provided here, see Use the sample and helper code.


This sample shows how to clean up the history for the queue by using RemoveFromQueueRequest with inactive items. It finds completed phone calls in the queue and removes the associated queue items.


using System;
using System.Linq;
using System.ServiceModel;
using System.ServiceModel.Description;

// These namespaces are found in the Microsoft.Xrm.Sdk.dll assembly
// found in the SDK\bin folder.
using Microsoft.Xrm.Sdk;
using Microsoft.Xrm.Sdk.Query;
using Microsoft.Xrm.Sdk.Discovery;
using Microsoft.Xrm.Sdk.Messages;

// This namespace is found in Microsoft.Crm.Sdk.Proxy.dll assembly
// found in the SDK\bin folder.
using Microsoft.Crm.Sdk.Messages;
using Microsoft.Xrm.Sdk.Client;

namespace Microsoft.Crm.Sdk.Samples
    /// <summary>
    /// This Sample shows how to delete inactive items in a queue.
    /// </summary>
    public class CleanUpQueueItems
        #region Class Level Members

        // Define the IDs needed for this sample.
        private Guid _queueId;
        private Guid _phoneCallId;
        private Guid _queueItemId;
        private OrganizationServiceProxy _serviceProxy;

        #endregion Class Level Members

        #region How To Sample Code
        /// <summary>
        /// Create and configure the organization service proxy.
        /// Initiate the method to create any data that this sample requires.
        /// Retrieve all queueitems with inactive phone calls from a queue.
        /// Delete all inactive phone call entity instances.
        /// Optionally delete any entity records that were created for this sample.
        /// <param name="serverConfig">Contains server connection information.</param>
        /// <param name="promptforDelete">When True, the user will be prompted to delete all
        /// created entities.</param>
        /// </summary>
        public void Run(ServerConnection.Configuration serverConfig, bool promptForDelete)

                // Connect to the Organization service. 
                // The using statement assures that the service proxy will be properly disposed.
                using (_serviceProxy = new OrganizationServiceProxy(serverConfig.OrganizationUri, serverConfig.HomeRealmUri,
                                                                     serverConfig.Credentials, serverConfig.DeviceCredentials))
                    // This statement is required to enable early-bound type support.


                    // Retrieve the queueitem with inactive phone calls from a queue            
                    RemoveFromQueueRequest removeFromQueueRequest = new RemoveFromQueueRequest
                        QueueItemId = _queueItemId

                    Console.WriteLine("Inactive phonecalls have been deleted from the queue.");


            // Catch any service fault exceptions that Microsoft Dynamics CRM throws.
            catch (FaultException<Microsoft.Xrm.Sdk.OrganizationServiceFault>)
                // You can handle an exception here or pass it back to the calling method.

        /// <summary>
        /// This method creates any entity records that this sample requires.
        /// Create a queue instance. 
        /// Create a phone call activity instance.
        /// Add phone call entity instance in to queue.
        /// Mark phone call entity instance status as completed.
        /// </summary>
        public void CreateRequiredRecords()
            // Create a queue instance and set its property values.
            Queue newQueue = new Queue()
                Name = "Example Queue",
                Description = "This is an example queue.",
                QueueViewType = new OptionSetValue((int)QueueQueueViewType.Private)

            _queueId = _serviceProxy.Create(newQueue);
            Console.WriteLine("Created {0}.", newQueue.Name);

            // Create a phone call activity instance.
            PhoneCall newPhoneCall = new PhoneCall
                Description = "Example Phone Call"

            _phoneCallId = _serviceProxy.Create(newPhoneCall);
            Console.WriteLine("Created {0}.", newPhoneCall.Description);

            // Create a new instance of a queueitem and initialize its 
            // properties.
            QueueItem item = new QueueItem
                QueueId = new EntityReference(Queue.EntityLogicalName, _queueId),
                ObjectId = new EntityReference(PhoneCall.EntityLogicalName, _phoneCallId)

            // Create the queueitem on the server, which will associate 
            // the phone call activity with the queue.
            _queueItemId = _serviceProxy.Create(item);

            Console.WriteLine("Added phone call entity instance to {0}", newQueue.Name);

            // Mark the phone call as completed.
            SetStateRequest setStatePhoneCall = new SetStateRequest
                EntityMoniker = new EntityReference(PhoneCall.EntityLogicalName,
                State = new OptionSetValue((int)PhoneCallState.Completed),
                Status = new OptionSetValue(-1)

            Console.WriteLine("PhoneCall entity instance has been marked as completed.");


        /// <summary>
        /// Deletes any entity records that were created for this sample.
        /// <param name="prompt">Indicates whether to prompt the user 
        /// to delete the records created in this sample.</param>
        /// </summary>
        public void DeleteRequiredRecords(bool prompt)
            bool deleteRecords = true;

            if (prompt)
                Console.WriteLine("\nDo you want these entity records deleted? (y/n)");
                String answer = Console.ReadLine();

                deleteRecords = (answer.StartsWith("y") || answer.StartsWith("Y"));

            if (deleteRecords)
                _serviceProxy.Delete(PhoneCall.EntityLogicalName, _phoneCallId);
                _serviceProxy.Delete(Queue.EntityLogicalName, _queueId);

                Console.WriteLine("Entity records have been deleted.");

        #endregion How To Sample Code

        #region Main
        /// <summary>
        /// Main. Runs the sample and provides error output.
        /// <param name="args">Array of arguments to Main method.</param>
        /// </summary>
        static public void Main(string[] args)
                // Obtain the target organization's Web address and client logon 
                // credentials from the user.
                ServerConnection serverConnect = new ServerConnection();
                ServerConnection.Configuration config = serverConnect.GetServerConfiguration();

                CleanUpQueueItems app = new CleanUpQueueItems();
                app.Run(config, true);

            catch (FaultException<Microsoft.Xrm.Sdk.OrganizationServiceFault> ex)
                Console.WriteLine("The application terminated with an error.");
                Console.WriteLine("Timestamp: {0}", ex.Detail.Timestamp);
                Console.WriteLine("Code: {0}", ex.Detail.ErrorCode);
                Console.WriteLine("Message: {0}", ex.Detail.Message);
                Console.WriteLine("Plugin Trace: {0}", ex.Detail.TraceText);
                Console.WriteLine("Inner Fault: {0}",
                    null == ex.Detail.InnerFault ? "No Inner Fault" : "Has Inner Fault");
            catch (System.TimeoutException ex)
                Console.WriteLine("The application terminated with an error.");
                Console.WriteLine("Message: {0}", ex.Message);
                Console.WriteLine("Stack Trace: {0}", ex.StackTrace);
                Console.WriteLine("Inner Fault: {0}",
                    null == ex.InnerException.Message ? "No Inner Fault" : ex.InnerException.Message);
            catch (System.Exception ex)
                Console.WriteLine("The application terminated with an error.");

                // Display the details of the inner exception.
                if (ex.InnerException != null)

                    FaultException<Microsoft.Xrm.Sdk.OrganizationServiceFault> fe
                        = ex.InnerException
                        as FaultException<Microsoft.Xrm.Sdk.OrganizationServiceFault>;
                    if (fe != null)
                        Console.WriteLine("Timestamp: {0}", fe.Detail.Timestamp);
                        Console.WriteLine("Code: {0}", fe.Detail.ErrorCode);
                        Console.WriteLine("Message: {0}", fe.Detail.Message);
                        Console.WriteLine("Plugin Trace: {0}", fe.Detail.TraceText);
                        Console.WriteLine("Inner Fault: {0}",
                            null == fe.Detail.InnerFault ? "No Inner Fault" : "Has Inner Fault");
            // Additional exceptions to catch: SecurityTokenValidationException, ExpiredSecurityTokenException,
            // SecurityAccessDeniedException, MessageSecurityException, and SecurityNegotiationException.

                Console.WriteLine("Press <Enter> to exit.");

        #endregion Main

See also

Sample Code for Queue Entities
Queue Entities
Sample: Specify a Queue Item to Work On (Early Bound)