Call Type

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

• Configure Call Type

• 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.
   

   Figure: Call Type List
   

4. Hover on the Action Panel in the List page and select +Add New to configure a new Call Type.
   

   Figure: Call Type Actions
   

5. Enter and select the required details to configure a Call Type.
   

   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. 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.
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.
  

  Figure: Include Inactive