Change Caller for Call Records

Owned by Saranya S (Unlicensed)
Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment

Read Complete Release Notes

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 user if the Status is changed.
  • Both Assigned To and Caller users if the Type is changed.

Note:

  • The notifications are sent only for the Internal Callers.
  • An Internal Caller cannot be changed to an External Caller or vice-versa.

UI Changes

A new Change Change Caller 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.

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