Call Medium

Updated on 14 Apr 2025
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The Call Medium feature within the Call Management Module plays a pivotal role in identifying and managing the various channels through which customer interactions occur. By categorizing calls based on their medium, such as phone, email, chat, or social media, organizations gain valuable insights into customer preferences and channel effectiveness. This functionality not only aids in resource allocation and strategic planning but also ensures that customers receive consistent support across all platforms. As businesses endeavor to meet the diverse needs of their clientele, leveraging the Call Medium feature becomes essential for cultivating a comprehensive and responsive customer engagement strategy.

Let’s explore the following use case:

Use-Case User Persona: Administrator	Solution
NovaTech company has observed inconsistencies in service quality across different support channels. Customers using Application to reach support often experience longer response times compared to traditional phone calls or live chat. This inconsistency has led to customer dissatisfaction.	To ensure consistent and efficient customer service across all channels Call Medium is leveraged to monitor and optimize interactions. The ITSM system is configured to record the call medium used for each interaction. Example: Phone Call Email Live Chat Social Media Online Ticket

Configure Call Medium

The configured Call Mediums can be accessed by Analysts to classify the Incidents or Service Requests based on their medium, such as phone, email, or chat.

To configure Call Medium, perform the following steps:

Navigate to Service Management > Design Studio > Module > Call.
Click Configurations > Master Configurations > Call Medium.
The Call Medium List page is displayed.
Figure: Call Medium List Page

Click New to configure a new Call Medium.
The Call Medium Details page is displayed.

Figure: New Medium

For more information, refer the following Field Description.

Field	Description
Tenant	Select Tenant from the dropdown menu for which you want to configure the Call Medium.
Medium Name	Enter an unique Medium Name indicating the mode of communication. Example: Email, Phone Call, etc.
Default	Enable Default switch to make the Call Medium a default selection in Call Module.
Active	Enable Active switch to make the Call Medium active and to use it within the application in Call Module.
	Click Reset to revert to the default configuration page to configure values again.
	Click Cancel to discard the configured details and return to the List page.
	Click Save to add the configuration to the List page.

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What's Next

Manage Call Medium

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Configure Call Medium