Configuring Call Types

Owned by Enterprise IT
Apr 23, 2024

Service Management Help

Call Management

What are Call Types?

Call Types allow the Analysts to create a Call Record as Inquiry and log Incident/Service Request (SR) from the Call Record. The Administrators can configure Call Types for various departments in the organization and are available on the CALL RECORD DETAILS page while creating or updating the Call Record.

To configure Call Types:

  1. Select Call > Configuration > Call Type.
  2. On the CALL TYPE page, click ADD NEW.
  3. Select the Tenant and fill in other required details. To know more about the fields on the Call Type page, see Field Description.
  4. Click SUBMIT. A Call Type is created and available on the CALL RECORD DETAILS page for the selected Tenant.

Call Type creation page
Figure: Call Type creation page 

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

Field

Description

Details


Call Type

Specify a name of the Call Type. The configured Call Type appears in the same name on the CALL RECORD DETAILS page.

Action

Select the actions to be performed for the Call Records. 

  • : If is not clear, the Analyst can log the Call Records mentioned as . For external users (Users not listed in SummitAI application), a Call Record can be created only as . 
  • Incident: If selected, the Analysts can create Incidents the Call Records using the configured Call Type. 
  • Request: If selected, the Analysts can create from the Call Record using the configured Call Type.

Sort Order

Specify the order in which the configured Call Type appears in the Call Type drop-down list.

Default

If selected, the configured Call Type becomes the default Call Type for the selected Tenant.

Active

If selected, the Call Type configuration becomes active.

ACTIONS

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

SHOW LIST
Displays the list Call Types created for the selected Tenant. Select Include Inactive check box to view the inactive Call Types. 


Figure: Call Type list page