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Feature released in SummitAI Service Management (#22190, Call Management, Denali)
What's New?
The Analysts can now change the Caller details for 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 userif the Status is changed.
- Both Assigned To and Caller users if the Type is changed.
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UI Changes
A new Change ChangeCaller Icon is added on the CALL RECORD DETAILS (Call > User > Manage Calls > Call Record List) page to change/edit the Internal Caller details.
Figure: Call Record Details page: Change Caller Icon
A new Edit External User icon is added on the CALL RECORD DETAILS page to edit the External Caller details.
Figure: Call Record Details page: Edit External User Icon
For more information about logging Call Records and editing Call Records, see Creating Call Records.
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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. |
Configuration
A new, Enable Change Caller Icon, check box is added on the TENANT page (Admin > Basic > Infrastructure > Tenant > Select the Tenant from the list > Click CONFIGURE DETAILS option under the ACTIONS panel > Select the Call Management from the Modules section). Select the check box to display the Change Caller Icon on the CALL RECORD DETAILS page. For more information, see Configuring Call Management Module.
Figure: Tenant Page