Add Edit and Delete Calls - Old UI
- Click the Activities module to access Calls and then log a call.
- Select the contact or an account that you want to log a call for and then log the call under the Activity tab.
- Map the calls with their related tickets in an XLS or CSV file and then import them.
- Click the Activities module.
You can also associate a call to a ticket/customer by clicking the Add icon for Call under the Activity tab of the record's Details page. - In the Activities Home page, click Calls on the bottom of the left panel.
- Click the Add icon (
) from the top bar.
- On the Add Call page, do the following:
- Enter the Subject of the call.
- Select the call Direction as Outbound.
- In the Call Status section, click Current call.
- Enter the Subject of the ticket to associate the call to an existing ticket.
You can also click the Search icon () to search for a particular ticket.
- Specify the Contact Name to whom the call is made.
Contact name is pre-filled when you select a ticket in the previous step. - Specify the Priority for the call.
You can select the priority setting between High (this is the default), Highest, Low, Lowest, or Normal. - Specify a Description about the call.
- Click Call Started.
You will be taken to the interface where the call is made. - In the Call Interface, do one of the following:
- Click Answered when the contact answers your call
Once answered, you can add a new ticket, enter call description, perform a search or edit the call activity.
Click Call Ended when the call is completed.
You can associate the call with the current ticket. This will add the call notes as a conversation on the ticket. - Click Unanswered if the contact doesn't answer your call or the call was redirected to voice mail.
- The user who logs a call is the Call Owner, and you cannot change the owner of the call.
- An activity is created irrespective of a call being answered or unanswered.
- Click the Activities module.
You can also associate a call to a ticket/customer by clicking the Add icon for Call under the Activity tab of the record's Details page. - In the Activities Home page, click Calls on the bottom of the left panel.
- Click the Add icon (
- On the Add Call page, do the following:
- Enter the Subject of the call.
- Select the call Direction as Inbound or Outbound.
- In the Call Status section, click Completed.
- Enter the Call Start Date and Time from the calendar.
- Enter the Call Duration in minutes and seconds.
- Enter the Subject of the ticket to associate the call to an existing ticket.
You can also click the Search icon ( - Specify the Contact Name to whom the call was made.
Contact name is pre-filled when you select a ticket in the previous step. - Specify the Priority for the call.
You can select the priority setting between High (this is the default), Highest, Low, Lowest, or Normal. - Specify a Description about the call.
- Click Submit.
The call is saved in the Activities module.
The call will also be displayed under the Activity tab of the respective ticket/customer Details page.
- Once the call is marked as completed, you will not be able to edit the record entry.
Schedule a Call
- Click the Activities module.
You can also associate a call to a ticket/customer by clicking the Add icon for Call under the Activity tab of the record's Details page. - In the Activities Home page, click Calls on the bottom of the left panel.
- Click the Add icon (
- On the Add Call page, do the following:
- Enter the Subject of the call.
- The call Direction is selected by default as Outbound.
- In the Call Status section, click Scheduled.
- Enter the Call Start Date and Time from the calendar.
- Enter the Call Duration in minutes and seconds.
- Enter the Subject of the ticket to associate the call to an existing ticket.
You can also click the Search icon ( - Specify the Contact Name to whom the call was made.
Contact name is pre-filled when you select a ticket in the previous step. - Specify the Priority for the call.
You can select the priority setting between High (this is the default), Highest, Low, Lowest, or Normal. - Select the call Owner from the lookup.
- Specify a Description about the call.
- Toggle the Set Reminder option to ON.
- Choose the amount of time before the call start time when you want a reminder; the default is 1 minute.
You can also set the specific date and time when you want call reminders. - Choose Alert Through Pop-up, Email or SMS as required.
- Click Submit.
The scheduled call is saved in the Activities module.
The call will also be displayed under the Activity tab of the respective ticket/customer Details page.
- Open a scheduled call to view its details.
- In the Call Details page, click Call Started.
You will be taken to the interface where the call is made.
Note: Only contacts with phone numbers will have the Call Started button. - In the Call Interface, do one of the following:
- Click Answered when the contact answers your call
Once answered, you can add a new ticket, enter call description, perform a search or edit the call activity.
Click Call Ended when the call is completed. - Click Unanswered if the contact doesn't answer your call or the call was redirected to voice mail.
Notes:
- Answered scheduled calls are marked as Completed.
- Unanswered scheduled calls will prompt you to reschedule the call for later. When rescheduled, a new missed call activity is created to track the unanswered call event. It also updates the scheduled call with the new start date and time. If not rescheduled, the status of a scheduled call gets updated as Missed.
- You can cancel a scheduled call by clicking Mark as Completed whenever necessary.
- Agents enabled for PhoneBridge will see the click-to-call phone icon next to the contact's phone number instead of the Call Started button.
- Open a call to view its details.
- Click the Edit icon (
) in the header of the call details page.
- In the Edit Call page, perform the necessary edits and click Save.
- Open a call to view its details.
- Click the Delete icon (
) in the header of the call details page.
- Click Delete to confirm.
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