--- title: "Configure Call Management Module" slug: "configure-call-management-module" updated: 2026-01-07T06:37:09Z published: 2026-01-07T06:37:09Z canonical: "help.symphonysummitai.com/configure-call-management-module" --- > ## 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. # Configure Call Management Module As an Administrator you can configure values for the various components of the **Call Management** module. Based on the configuration, the values or fields are displayed for a Call Record created in a Tenant. To configure a Call Management module, perform the following steps: 1. Log in to the Application as an Administrator. 2. Navigate to **Admin** > **Basic > Infrastructure** > **Tenant**. 3. Select **Domain** from the Filters in **Actions** panel. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/do,.png) Figure: Tenant 4. Click **Submit** to view all the Tenants in the selected Domain. 5. Click on the Department hyperlink. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/ten.png) Figure: Tenant 6. You will be be able to configure or unconfigure by clicking on the Module. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Call Mgmt1.png) Figure: Modules in Tenant **Disabled Call Management Module** If the Call Management module is not configured then it will be grayed. You will have to click on the Module to enable. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/not sel(1).png)Figure: Unconfigured Call Management Module > [!NOTE] > Note > > In the above **Tenant** page, **Department** **Code**, **Display** **Name**, and **Description** about the selected **Tenant** is displayed. If the **Active** check box is selected, it indicates that the selected Tenant is an active Tenant. The various modules configured, not configured, and disabled for the Tenant is displayed on the page with the colored checkmarks. > > - Orange indicates not configured module > - Green indicates configured module > - Grey indicates disabled module 1. Hover on the Actions panel and click **Configure Details** ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/con det(1).png) Figure: Actions Panel 2. Select **Call Management** in Module section. The details about the **Call Management** module is displayed on the **Details** section. Make the required changes and click **Submit**. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/clm.png) Figure: Call Management Configuration Details For more information about the fields on the **Theme** and **Details** section, refer to the following Field Description. | Field | Description | | --- | --- | | **Theme Settings** | | Theme | Select the theme that you want to apply for the Tenant. Only the Themes configured on the **Theme Configuration** page is displayed in the Theme dropdown list. | | Allow Users to Select Theme | If selected, the users can select the Theme on the My Profile pop-up page that they want to apply for the Tenant. | | **Details** | | Call to Incident Routing | - **Log New Incident:** By default, the **Log New Incident** option is selected and the Analyst is navigated to the **New Incident** page while converting a Call to an Incident. The Call details, such as **Tenant, Caller, Call Subject, Call Description, Workgroup,** and **Assigned To** get auto-populated on the New Incident page. The **Call Attachmen**t is not visible on the **New Incident page**, however, after the Incident is logged, the Attachment is available on the Incident Details page. - **Log New Incident for User:** If the **Log New Incident for User** option is selected, the Analyst is navigated to the **New Incident for User page** while converting a Call to an Incident. Also, the Call details, such as **Tenant, Caller, Medium, Call Subject, Call Description, Attachments, Workgroup**, and **Assigned To** are auto-populated on the **New Incident for User** page. | | Enable Change Caller Icon | If selected, the **Change Caller** icon is available on the Call Record page for Internal Callers. This allows the Analysts to change the Caller of a Call Record. Notifications are sent to the new Caller only if there are any subsequent changes. Example: If the Caller **Type** or **Status** is changed, notifications are sent to the new Caller. Notifications are sent in the following cases: - To the **Assigned To** user if the **Workgroup** is changed**.** - To the **Caller** user if the **Status** is changed. - Both **Assigned To** and **Caller** users if the **Type** is changed. > [!NOTE] > Note > > - The notifications are sent only for the Internal Callers. > - An Internal Caller cannot be changed to an External Caller or vice-versa. The Analysts can change the External Callers using the **Edit External User** icon on the Call Record page. > [!NOTE] > Note > > The **Change Caller** or **Edit External User** icon is available only for the Enquiry Action Call Types records. It is not applicable for the Incident Action and SR Action Call Types records. | ## Create Call Record using E-mail When Call Record is raised using E-mail the Image in Mail-To-Ticket is displayed in Description box. Earlier, whenever the user drafts the mail body description and adds an image in the mail body to log a record, the added Image in the mail body is displayed as an attachment in the record. Since it was displayed as an attachment, users were experiencing difficulty to understand what the other user intended and to the image that is referred to. Now, the Image included in the mail body description while creating the mail-to-ticket is displayed in the description of the ticket, which gives the user more clarity to understand and visualize the problem. Similarly, the HTML content in the mail body would be appearing in the description. Image is displayed in the **Description** box. Refer to the below figure: ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/configuring-call-management-module-image-gpwzpmgd.png)Figure: Description > [!NOTE] > Note > > You can only have the Image in the **Description** popup or **Description** box of the ticket if the following key is added to the Web.config file and the value is true. > > This is applicable only for **Exchange Mailbox** Server Type.