Call Management General Settings
- administrator
- matching
- charge rate
- Call
- call scripts
Configuration > Call Management > General Settings
Related Guides:
Integrations
| Field | Type | Description |
| Show the "New Call" option on the Tickets screen to log a new Call manually | Checkbox | When selected, if in the ticket area and viewing a list of tickets, the "New" button on the top right can be hovered over and it will display an option for "New Ticket" and "New Call" |
| Display new Call button in navigation bar | Checkbox | When selected, the "New Call" button that sits next to the New Ticket" button, that is at the very top of the screen (This is not the same button as the above checkbox option), will show when this setting is ticked on. The same setting is found in Advanced Settings, if either this setting or advanced setting option is changed, the other will update to reflect the same option. |
| Call matching field | Single Select | The field selected here will be used to match any incoming calls to their relevant User. |
Call Screen Ticket Settings
| Field | Type | Description |
Ticket Type for Tickets created from the Call screen | Single Select | Set a ticket type that will show as the default on the single select ticket type field on the call screen. |
| Send an Acknowledgement for Tickets created from the Call screen | Single Select | Options: Send, Don't Send, Use The Configured Setting on the Ticket Type When set to send this will send out an acknowledgment emails when tickets are created from the call screen. If TIcket Type level setting is used, the setting on the specific ticket type being used can be selected instead, so that the acknowledgement behaviour is based off of the ticket type setting instead of the call management setting. |
| Charge Rate Override | Single Select | The Charge Rate selected here will be set as a default against any time logged via the Call screen, whether this is the time taken to log the ticket, or to create and close one directly from the screen. |
| Show the New Ticket screen when completing a call | Checkbox | When selected, the details to fill in for creating a new ticket will be shown on the right of the callers details, if the "Resolved" or "Log ticket" button is selected. |
| Call Script to automatically run on the Call screen | Single Select | Select a default call script to show on the screen when an agent is taking a call. |
| Use the call timer instead of the Ticket timer when using Ticket Action buttons | Checkbox | fill When using a ticket's Action buttons while having a call open, this will use the call timer instead of the ticket's timer. |
| Allow creation of new Clients on the call screen | Checkbox | When selected, if the client hasn't matched or it is wrong. The matching link "None matched (click here to set)" will have a section called "Create new client" |
| Create a new /Call tab when clicking on a phone number | Checkbox | When selected, if a users phone number is clicked on, it will automatically open the new call screen in a separate tab. |
| If a caller number is unmatched, assign it as work number for the chosen end user if not set | Checkbox | When selected, the telephone number field on the user will set the number as a work telephone number. |
| Allow calls to be linked to existing tickets | Checkbox | When selected, the call outcome section of the new call screen will have a new option "Link to existing ticket" when this button is clicked, the agent will need to put in a ticket ID to link the call. |
| Show Call Log on the Ticket | Checkbox | When selected, if a ticket is logged, resolved, or linked, there will be a new tab on the ticket called "Call Log" which has a table that records all of the calls for that ticket. |
| Enable the Knowledgebase/ Ticket suggestions box on the New Call screen | Checkbox | When inputting information about the callers issue, the suggestion box will give you suggestions. You are still required to enable suggestions at Knowledgebase and/or Ticket level |
| Use default call summary | Checkbox | This checkbox is on by default. If off the summary will be the default ticket type summary. This can be changed per ticket type under the defaults tab of configuration > tickets > ticket types > ticket type. The setting is called "Default Summary". |
| Show the 'Transferred' Call Outcome | Checkbox | When enabled, an additional "Transferred" option will show on the Call Screen. When clicked, Fields will show to choose the Team and Agent the Call was transferred to, and on submitting, a Ticket will be logged and closed stating the call was transferred and to who. |
| Save the caller's phone number to the created Ticket as the User number | Checkbox | When enabled, the phone number from the call screen will be copied over to the Ticket. |
| Show a Category Field on Call Notes | Single Select | When set, there will be the option to set a category field (The choices are given in the single select dropdown i.e. resolution category, category 4, do not show, etc...) on the call notes section on the screen. If a ticket is logged or resolved, the category fields can still be added to from the new ticket screen or resolved ticket screen (if it is on the field list of the ticket type being logged). |
| On call screen, disable resolution of Ticket until call script has been used | Checkbox | When enabled, the "Resolved" button on a call screen will not be visible until the agent has completed a call script. Enable this if you would like to force agents to complete a call script before they can resolve a ticket from the new call screen. |
Call Screen User Settings
| Field | Type | Description |
| Call Screen User Settings | Checkbox | This section contains multiple checkboxes which determine which user fields appear on the new call screen. To have one of the fields listed here appear on the new call screen simply check the box pertaining to the field you would like to show. |