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Contents

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The Analyst can log the call details as , Incident, or Request. If the customer reported issue cannot be categorized as Incident or Service Request, the Call Record should be logged as . Later, the Analyst can create an Incident/SR from the Call Record. If an Incident/SR is created, the Call Record is closed automatically. The Analyst can log the Call Records as Incident/SR only for internal users. For external users, a Call Record can be logged only as as Enquiry. 

To create new Call Records:

  1. Select Call > User > Manage Calls > New Call For User. The CALL RECORD DETAILS page appears.
  2. Fill in all the required details on the CALL RECORD DETAILS page and click SUBMIT. A New Call Record is created. For more information about the fields on the CALL RECORD DETAILS page, see the Field Description.
  3. Click SUBMIT. A new Call Record is created.

Call Records Details Page
Figure: CALL RECORD DETAILS page

Note
titleNotes:
  • Analysts can log Call Records as Enquiry, Incident, and Service Request for internal users. For external users (not using SUMMIT application), an Analyst can log the Call Record only as as Enquiry. 
  • To create a Call Record for external users, select the External User Check box. Additionally, Analysts need to fill the external user's information.

Field Description

The following table describes the fields on the CALL RECORD DETAILS page:

Field

Description

Tenant

Select the Tenant from the drop-down list for which you want to create the Call Record.

Caller

Specify the Caller Name for whom you want to create the Call Record. This field is applicable only for the internal users of Summit application. 

  • Specify the Caller Name in the associated text box and select the name from the suggestion list. 
  • You can also search the Caller by name, e-mail id, or mobile number. Click the search button associated with the Caller text box and type in User Name/E-mail ID/Mobile Number. Select the Name from the list. 

    After the Caller Name is selected, the CALL RECORD DASHBOARD appears with last five Call Records list, including Enquiry, Incident, and Service Request.

External User

Select the External User check box to log Call Record as Enquiry for the external users. If the External User check box is selected, following additional fields are displayed: 

  • Contact Name: Specify the name of the external user. 
  • Contact Number: Specify the phone number of the external user. 
  • Email: Specify the e-mail id of the external user. 
  • Department: Specify the department for which the external user works. 
  • Location: Specify the location of the external user.

Medium

Select the medium by which the issue is notified to the Analysts. There are four types of medium: Application, Mail, Web, and Phone.

Subject

Specify the subject or reason of the Call Record.

Description

Type in a brief description about the Call Record.

Attachment

Click the Upload Attachment button and select the file from the system to upload the required attachment for the Call Record.

GENERAL INFORMATION


Type

Select the Call Type from the drop-down list.  Administrator needs to create the Call Type first. To know more about Call Types, see Configuring Call Types 1. 

  • Enquiry: If the customer reported issue cannot be categorized as Incident or Service Request, the Call Record should be logged as Enquiry. For external users, only Enquiry option is available to create the Call Record. Select the Call Type created for Enquiry. 
  • Incident: If Incident is to be created form the Call Record, select the Call Type created for Incident. 
  • Service Request: If SR is to be created form the Call Record, select the Call Type created for Request.

Workgroup

Select the Workgroup to assign the Call Record.  Administrator needs to enable the Call Management check box on the WORKGROUP page to make the Workgroups available on CALL RECORD DETAILS page.

Assigned to

Select the Analyst's name to assign the Call Record.

Actual Effort

Specify the time required to resolve the issue.


Note
titleNotes:
  • If the Call Record is not assigned to any Analyst while creating as as Enquiry, it remains in the New status. If assigned to any Analyst, the status becomes In-Progress. 
  • If Incident/SR is created from the Call Record, the status automatically changes to Closed.

IN-PROGRESS

To change the Call Record status to IN-PROGRESS:
  1. Click the IN-PROGRESS tab and fill in all the mandatory fields. For more details about the fields on the IN-PROGRESS tab, see the above Field Description table. Click SUBMIT.

Under the IN-PROGRESS tab, the PRIVATE LOG is available to interact with the Analysts. Specify the message and click SUBMIT. The messages are displayed in the right of the PRIVATE LOG box.
 
Call management In-Progress Tab
Figure: Call Management: IN-PROGRESS tab 

ON-HOLD  

The Analyst can also keep Call Records on hold resolve the issue later.

To change the Call Record status to ON-HOLD:
  1. Click the ON-HOLD tab and fill in all the mandatory fields. For more details about the fields on the ON-HOLD tab, see the above Field Description table. Click SUBMIT.

Under the ON-HOLD tab, the PRIVATE LOG is available to interact with the Analyst. Specify the message and click SUBMIT. The messages are displayed in the right of the PRIVATE LOG box.
 
Call Management On-Hold Tab
Figure: Call Management: ON-HOLD tab

CLOSED 

After the issue is resolved, the Analyst can close the Call Record. The Analyst needs to provide a Solution to close the Call Record.
 
Call Record Closed Tab
Figure: Call Record: CLOSED tab 

Creating Incident/SR from the Call Record

Select Call Type as Incident or Request and click SUBMIT at any status before closing the Call Record to create an Incident or Service Request (SR) from it. The CALL RECORD DETAILS page is redirected to the NEW INCIDENT/NEW SERVICE REQUEST FOR USER page. Fill in the required details and click SUBMIT. A new Incident/Service Request is created and the Call Record is closed automatically.

Incident from Tab
Figure: Incident from Call Record

Service Request from Call Record
Figure: Service Request from Call Record

Note
titleNote:

While creating SRs from a Call Record, the CREATE SR FROM EXCEL UPLOAD and DOWNLOAD CATALOG TEMPLATE icons are not available on the ACTIONS panel. The ADD TO CART option is also not available.

ACTIONS 

For more details about the fields on the NEW INCIDENT and NEW SERVICE REQUEST FOR USER  pages, see Logging Incidents for Users and Logging Service Requests for Users. This section explains all the icons displayed on the ACTIONS panel of the CALL RECORD DETAILS page.

SHOW LIST

Displays the list Call Records Created for the Selected Tenant. For more details about the CALL RECORD LIST page, see Viewing/Updating Call Records. 

CHANGE HISTORY

Displays the list of changes made to the Call Record with Date, Time, Old Value, and New Value. Analysts can also search for a specific change on the CHANGE HISTORY page.
 

Figure: Call Record: Change History


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