Configuring Closure Codes_Call Management

What is a Closure Code?

Using this menu, the admin can configure Closure Codes based on the organizational needs. The Closure Codes defined by you are available to the Analysts while closing closing enquiry call records or while creating/submitting an Incidents or Service Requests call record.

Prerequisites

The administrators can enable the Closure Code menu at the role template level. If enabled, the users mapped to the role template can view Closure Code sub menu. Also, the users can configure the closure codes.

To enable the Closure Code Sub Menu, perform the following steps:

1. Select Admin> Basic > Users > Role Template. The ROLE TEMPLATE page is displayed.
2. Click Filters on the ACTIONS panel. The FILTERS pop-up page is displayed.
3. Select the required domain from the drop-down list and click SUBMIT. A list of configured Role Templates for the selected Domain is displayed.
4. Select the required ROLE TEMPLATE from the LIST. The ROLE TEMPLATE - MENU CONFIGURATION page is displayed. 
5. Click CALL MANAGEMENT under the MODULES section.

6. Under the Admin menu, select the Edit check box of Closure Code to provide the edit and view access.

   Note:

   By default, View check box is selected, when user selects the Edit check box.

   
   Figure: ROLE TEMPLATE – MENU CONFIGURATION page

   
   
   Figure: Call – Closure Code 

Configuring Closure Code

To configure Closure Code, perform the following steps:

1. Select Call > Configuration> Closure Code.
2. On the CLOSURE CODE page, select the required Tenant.
3. Click ADD NEW on the ACTIONS
4. Type in a name for the new Closure Code in the Closure Code Name text box.
5. Select the Default check box to make the closure code a default closure code.
6. If you select the Active check box, the Closure Code becomes an available option in the Closure Codes list on the other pages of the application.
7. Click SUBMIT. A new Closure Code is configured.
   
   
   Figure: CLOSURE CODE page

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the CLOSURE CODE (DETAILS) page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the Closure Codes configured in the Symphony SummitAI application for the selected Tenant.

• To edit a Closure Code, click the Closure Code. Make appropriate changes and click SUBMIT.
• To display the inactive Closure Codes, click the Include Inactive check box.

IMPORT CLOSURE CODE

Click IMPORT on the ACTIONS panel to import closure codes in bulk. Upon clicking IMPORT, you are redirected to the MASTER IMPORT page, where you can download the Microsoft Excel template.

To Import Closure Codes in Bulk, perform the following steps:

1. Select Call > Configuration> Closure Code.
2. Select the Tenant on the CLOSURE CODE
3. Click IMPORT on the ACTIONS The MASTER IMPORT page is displayed.
4. Click DOWNLOAD MASTER IMPORT TEMPLATE on the ACTIONS
5. Fill in all the mandatory details in the template and save.
6. On the MASTER IMPORT page, under the GENERAL tab, upload the Excel sheet that contains the Closure Codes.
   
   
   Figure: MASTER IMPORT page – UPLOAD EXCEL – GENERAL tab
   
   
7. Click SUBMIT. 
   
   
   Figure: MASTER IMPORT page – UPLOAD EXCEL – GENERAL tab
   
   
8. Click Select hyperlink. The MAPPING tab is displayed.
9. The MAPPING tab displays the list of fields with their mapping result. A table listing mapped data of the file in the Source field with the attributes in the Destination field is displayed.
10. Select the required options if not already selected. Click NEXT.
    
    
    Figure: MASTER IMPORT page – MAP COLUMNS – MAPPING tab
    
    
11. A table listing data from the Excel sheet is displayed under the PREVIEW tab. The fields displayed on this table depending on the fields mapped on the MAPPING tab.
    
    
    Figure: MASTER IMPORT page – UPLOAD MASTER – PREVIEW tab
    
    
12. Click BULK UPLOAD.