Configuring Voice Call Notifications_IM

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Last updated: Apr 22, 2024 by Shilpa K (Deactivated)Version comment
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SummitAI Service Management Help

 Incident Management

Incident Management

The VOICE CALL NOTIFICATION page enables you to configure the Voice Call Notification settings for the user (subscriber). You can specify a template for each stage and for each member to receive call on logging an Incident.

To configure Voice Call subscriber details:

  1. Select Incident > Configuration > Others > Voice Call Notification.
  2. On the VOICE CALL NOTIFICATION page, click ADD NEW on the ACTIONS panel.
  3. Select the Tenant, Workgroup, Location, Customer, and type in the Call Expiry Time along with the other required subscriber details. For more information about the fields on the VOICE CALL NOTIFICATION page see, Field Description.
  4. Click SUBMIT.

Voice Call Notification page

Figure: Voice Call Notification page

Field Description

The following table describes the fields on the VOICE CALL NOTIFICATION page:

Field

Description

DETAILS

Workgroup

Select the Workgroup from the list.

Location

Select the Location from the list.

Customer

Select the customer from the list.

Call expiry time (in mins)

Specify the Call Expiry Time in minutes. The call will be made to the user (Subscriber) with in the time mentioned.

Priority

Select the Priority for which calls should be made to the specified recipients.

End User

Select the check box to call the End User about the Incident. Specify the e-mail id of the End User in the text box .

Assigned Analysts

Select the check box to call the Analyst about the Incident. Specify the e-mail id of the Analyst in the text box .

Assigned Workgroup

Select the check box to call to the assigned Workgroup about the Incident. Specify the e-mail id of the Workgroup in the text box.

Other E-mail ID

Select the check box to call others about the Incident. Specify their e-mail ids separated by semicolon (;) in the text box.

User Type

Select the check box to call specific User Types about the Incident. Select the User Type from the list.

Active

If selected, the Voice Call Notification becomes active.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the VOICE CALL NOTIFICATION page.

SHOW LIST

Click SHOW LIST to display the list of Voice Call Notifications configured in the SUMMIT application for the selected Tenant.

LIST section

Figure: LIST section

  • To edit a Voice Call Notification, click the Workgroup Name on the LIST section. Make the appropriate changes and click SUBMIT.

ADD NEW

Click ADD NEW to configure a new Voice Call Notification.

VOICE CALL TEMPLATE PHRASES

Click VOICE CALL TEMPLATE PHRASES to view the Phrases used in the Voice Call Notifications and its description. The terms in the Phrase column are the attributes used in the Voice Call Template and its value is specified in the Description field. For example, the term *CALLID* is replaced by the Incident ID in the Voice Call Template.

VOICE CALL TEMPLATE PHRASES popup section

Figure: VOICE CALL TEMPLATE PHRASES popup section