--- title: "Configuring Call Management Module" slug: "configuringcallmanagementmodule" updated: 2026-03-13T05:17:54Z published: 2026-03-13T05:17:54Z canonical: "help.symphonysummitai.com/configuringcallmanagementmodule" --- > ## 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. # Configuring Call Management Module 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.** ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-YN3QX9IX.png) Figure: Filters: Domain 3. The **Tenant** List page is displayed. Select the **Tenant** name for which you want to configure the Call Management module. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-UYO1PQLB.png) Figure: Tenant page: List of Tenants 4. The **Tenant** Details page is displayed. Click **Configure Details** on the right-side action panel. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-4BFDOPCB.png) Figure: Tenant page: Details 5. Under the **Modules** section, select the module as **Knowledge Management.** The details about the **Knowledge Management** module are displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/CMT1.jpg) Figure: Tenant page: Modules > [!NOTE] > 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 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. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/CMT2.jpg)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] > 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. | #### 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. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/CMT3.jpg) 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] > 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. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/CMT4.jpg) 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. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/configuringcallmanagementmodule-image-htiy7u7v.png) > [!NOTE] > 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. > > > > This is applicable only for **Exchange Mailbox** Server Type.