Configuring Call Management Module

  • Updated on Mar 13, 2026
  • Published on Mar 13, 2026
  • 4 minute(s) read
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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 raised for a Tenant.

To configure Call Management module, perform the following steps:

  1. Navigate to Admin > Infrastructure > Tenant.

  2. On the Tenant page, select the domain name from the Domain drop-down list and click Submit.

    Figure: Filters: Domain

  3. The Tenant List page is displayed. Select the Tenant name for which you want to configure the Call Management module.

    Figure: Tenant page: List of Tenants

4. The Tenant Details page is displayed. Click Configure Details on the right-side action panel.

Figure: Tenant page: Details

5. Under the Modules section, select the module as Knowledge Management. The details about the Knowledge Management module are displayed.

Figure: Tenant page: Modules

Note

On the above Tenant Details page, Domain, Tenant 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 module configured, not configured, and disabled for the Tenant is displayed on the page by the different color check marks:

  • Orange indicates not configured module

  • Green indicates configured module

  • Grey indicates disabled module

  1. Click Configure Details on the Actions panel and select Call Management under Modules section. The details about the Call Management module are displayed under the Details section. Type in the required details and make appropriate selections, and then click Submit.

Field Description

The following table describes the fields under the Details section of the Tenant page:

Field

Description

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 Attachment 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.

Figure: Call Record Details page

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:

  • 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:

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.

Actions

This section explains all the icons on the Actions panel of the Tenant page.

Show List

Click Show List to display the List table showing all the configured Tenants.


Figure: Tenant page: List of Tenants

  • To update a Tenant detail, click the configured Tenant Name. Make appropriate changes and click Submit.

  • To display the inactive Tenants, click the Include Inactive check box.

Note:

When the list Tenants is displayed under the List table, the Add New and Tenant Label Display actions are displayed on the Actions panel.  

  • Click Add New to configure a new Tenant.

  • Using the Tenant Label Display action, you can configure a name for Tenant label. Type in the name for the Tenant label in the Tenant Label Display text box. Click Submit to save the changes.

Show Tenant

Click Show Tenant to view the details of the selected Tenant.

Figure: Tenant Page

Image in Mail-To-Ticket

Call Record Raised 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 raise the ticket, the added Image in the mail body is displayed as an attachment in the ticket. Since it was shown as an attachment, we could not understand what the user intended to say and which image he is referring to.  

Now the Image included in the mail body description while raising 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 itself. See the following screen.

Note:

You can only have the Image in the Description pop-up or Description box of the ticket if the following key is added to the Web.config file and the value is true.

<add key="IncludeImageInMailBody" value="true" />

This is applicable only for Exchange Mailbox Server Type.