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Call Management

In this guide we will cover:

- What is Call Management?

- Ways to Open the Call Screen

- Call Screen Walkthrough

- Customising the Call Screen

- Logging Tickets from a Call



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What is Call Management?

Call Management is used when you have agents answering the phone or making calls to log tickets. Agents can additionally run through call scripts to automate the process of information gathering, and then log this in the ticket.


This will likely be enabled by default. If not, click the "+" symbol when hovering over the module in configuration.


Fig 1. Enabling the Call Management module.


Ways to Open the Call Screen

The call screen can either be opened manually, or automatically by integrating with a call management software.


Manually

Agents can log calls manually in two ways, if enabled.


In Configuration > Call Management, enable "Show the "New Call" option on the Tickets screen to log a new Call manually". Within a ticket area, hover over the "New" button, then select "New Call".


Fig 2. New Call button.


There can also be a new call button visible at the top of the navigation bar. To show this, enable "Display new Call button in navigation bar" in Configuration > Call Management or Configuration > Advanced Settings.


Fig 3. New Call button in the navigation bar.


Automatically

The call screen can be automatically opened when answering a call from your call management software.


Input the URL to your Web App with /call at the end such as https://YourHaloURL.com/Call?showmenu=false&callerid=@callerid. This will populate the client site if matched on the phone number for incoming or outgoing.


Call Screen Walkthrough

When answering a call from another software, Halo will attempt to match the user based on the phone number against them. If logging a call manually or if the phone number does not match an existing user, the user information will show as "Unknown", and can be manually matched instead. If the wrong user is matched, or if a user calls from another person's number, you can click the cog icon next to the customer to manually change this.


When manually matching or changing the user, agents can also create new users from the popup. You can also enable customers to be able to be created from this screen in Configuration > Call Management > General Settings > "Allow creation of new Customers on the call screen".


Fig 4. Manually match or create a new user.


Recent activity on their tickets will show in a dashboard-like format on the main part of the screen. This is useful to locate recent tickets that the user may be calling about.


Notes from the call can be entered on the left side, and will be added as a note on the ticket.


Once the call is complete, the red phone button can be clicked to stop the call timer.


Fig 5. UI of the call screen.


Customising the Call Screen

The "Caller Info" that shows on the left side can be customised to control which fields appear. In Configuration > Call Management > General Settings, choose the required fields from the "Call Screen User Settings" section. 


Fig 6. Customising the caller info section.


You can also set a "Call Handling Info" field per customer in the "Settings" tab. This can instruct your agents on customer-specific call processes. 


Fig 7. Call Handling Info field.


This field will show beneath the caller info on the call screen if completed. If the field is blank, it will not show.


Fig 8. Call Handling Info on the call screen.


You can choose to show the assets linked to a user on the call screen when the user is matched. This is enabled in Configuration > Asset Management > General Settings > "Show the Users assets on the call screen".


Fig 9. Assets on the call screen.


If utilising the problem/resolution finder, this can be extended to apply to the call screen. This is enabled in Configuration > Call Management > General Settings > "Enable the Knowledgebase/Ticket suggestions box on the New Call screen". It searches the call summary and notes in the same way as when logging or viewing a ticket. 


Fig 10. Problem/resolution finder on the call screen.


Logging Tickets from a Call

There are three available outcomes from the call screen.


  • Resolved: Logs and closes a ticket.
  • Log Ticket: Logs a new ticket.
  • Link to existing Ticket: Enabled in Configuration > Call Management > "Allow calls to be linked to existing tickets". Adds a note with the call time on another ticket.
  • Transferred: Enabled in Configuration > Call Management > "Show the 'Transferred' Call Outcome". Logs and closes a ticket stating a call was taken but transferred to another team and agent.


Fig 11. Available call outcomes.


The ticket type logged can be set in Configuration > Call Management > General Settings > "Ticket Type for Tickets created from the Call screen". If "Default" is set here, the global ticket type default in Configuration > Tickets > General Settings will be used.


Fig 12. Ticket logged from a call.


The response behaviour can be determined for tickets logged by agents manually, including ones from the call screen. This is set per ticket type in the "Settings" tab.


Ensure the ticket type set to be logged from calls is set to the behaviour you wish to use. The ticket type default will be set in Configuration > Call Management > General Settings > "Ticket Type for Tickets created from the Call screen". If set to "Default" there, it will follow what is set in Configuration > Tickets > General Settings > "Default Ticket Type for New Tickets".


Fig 13. Auto Response Option for New Tickets.


Tickets logged from the call screen will have a ticket source of "Manual - Phone".


From v2.224.1+, you can decide whether the phone number from the call screen will be copied over to the Ticket, by using the "Save the caller's phone number to the created Ticket as the User number" checkbox in Configuration > Call Management > General Settings.



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