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.
   

   Figure: Tenant
   

4. Click Submit to view all the Tenants in the selected Domain.
   

5. Click on the Department hyperlink.
   

   Figure: Tenant
   

6. You will be be able to configure or unconfigure by clicking on the Module.
   

   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.
   Figure: Unconfigured Call Management Module

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

7. Hover on the Actions panel and click Configure Details
   

   Figure: Actions Panel
   

8. 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.

   

   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. For more information about selecting a Theme on the My Profile pop-up page, see Viewing/Updating Your Profile Details in SummitAI Platform.
   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. 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.

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:

Figure: Description

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

This is applicable only for Exchange Mailbox Server Type.