---
title: "Call Type"
slug: "call-type-2"
updated: 2025-12-23T11:54:52Z
published: 2025-12-23T11:59:00Z
canonical: "help.symphonysummitai.com/call-type-2"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Call Type

**What are Call Types?**

Call Types allow the Analysts to create a Call Record as an Inquiry and log Incident/Service Request (SR) from the Call Record. The Administrators can configure Call Types for various departments in the organization and are available on the **Call Record** page while creating or updating the Call Record.

As an Admin, you can perform the following configurations in Call Type.

- [Configure Call Type](/apex/docs/configuring-call-types#configure-call-type)
- [Actions](/apex/docs/configuring-call-types#actions)

## Configure Call Type

As an administrator you can classify the calls by categorizing them to a similar function or a type. When an analyst creates a Call Record, then the user is enabled to select the configured Call Type to assist the user for easy tracking. This also helps during audit and quality purpose.

To configure a Call Type, perform the following steps:

1. Log in to the Application as an Admin.
2. Navigate to **Call** > **Configuration** > **Call Type**.
3. On the **Call Type** page, select the required **Department**. A list of configured Call Types are displayed for the selected Department. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/call type.png?sv=2026-02-06&spr=https&st=2026-11-07T16%3A46%3A11Z&se=2026-11-07T17%3A46%3A11Z&sr=c&sp=r&sig=fLyEybzgmjlcBDUqew2O8VI20TVufFKAWBdDhM6x7Q4%3D)

Figure: Call Type List
4. Hover on the Action Panel in the List page and select **+Add New** to configure a new Call Type. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/an.png?sv=2026-02-06&spr=https&st=2026-11-07T16%3A46%3A11Z&se=2026-11-07T17%3A46%3A11Z&sr=c&sp=r&sig=fLyEybzgmjlcBDUqew2O8VI20TVufFKAWBdDhM6x7Q4%3D)

Figure: Call Type Actions
5. Enter and select the required details to configure a Call Type. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Call Type config.png?sv=2026-02-06&spr=https&st=2026-11-07T16%3A46%3A11Z&se=2026-11-07T17%3A46%3A11Z&sr=c&sp=r&sig=fLyEybzgmjlcBDUqew2O8VI20TVufFKAWBdDhM6x7Q4%3D)

Figure: Call Type For more information, refer to the following Field Description:

| **Field** | **Description** |
| --- | --- |
| Call Type | Specify a name of the Call Type. The configured Call Type appears in the same name on the **Call Record** page. |
| Action | Select **Action** to be performed for the Call Records. - **Enquire**: If selected, analysts can create Call Records using the configured Call Type for all the Enquiry relevant calls. - **Incident**: If selected, analysts can create Incidents in the Call Records using the configured Call Type. - **Request**: If selected, analysts can create Call Records using the configured Call Type. Hover on the information icon to view the details about Action. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/action item.png?sv=2026-02-06&spr=https&st=2026-11-07T16%3A46%3A11Z&se=2026-11-07T17%3A46%3A11Z&sr=c&sp=r&sig=fLyEybzgmjlcBDUqew2O8VI20TVufFKAWBdDhM6x7Q4%3D) Figure: Action Field |
| Sort Order | Specify the order in which the configured Call Type appears in the **Call Type** dropdown list. |
| Default | If selected, the configured Call Type becomes the default Call Type for the selected Department. |
| Active | If selected, the Call Type configuration is enabled to use and displayed on the list page all the time. |
6. Click **Submit** to add the Call Type configuration for the selected Department.

#### **Actions**

This section explains all the icons displayed on the **Actions** panel of the **Call Type** page.

**Show List**

If you are on the any Call Type and would like to go back to the list page, click **Show List,** to view the List page quickly. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/sl.png?sv=2026-02-06&spr=https&st=2026-11-07T16%3A46%3A11Z&se=2026-11-07T17%3A46%3A11Z&sr=c&sp=r&sig=fLyEybzgmjlcBDUqew2O8VI20TVufFKAWBdDhM6x7Q4%3D)Figure: Call Type

The List page displays all the configured Call Types.

- To edit a Call Type, click the **Call Type**. Make appropriate changes and click **Submit**.
- To display the inactive Call Types, select the **Include Inactive** checkbox. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/in(1).png?sv=2026-02-06&spr=https&st=2026-11-07T16%3A46%3A11Z&se=2026-11-07T17%3A46%3A11Z&sr=c&sp=r&sig=fLyEybzgmjlcBDUqew2O8VI20TVufFKAWBdDhM6x7Q4%3D)

Figure: Include Inactive