Difference between revisions of "Phone Call Action Item"
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+ | This document can now be found at its new location in the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/phone-call-action/ Hornbill Document Library]. | ||
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+ | [[file:hornbill-document-library.png|Phone Call Action|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/phone-call-action/]] | ||
+ | <!-- | ||
<div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"> | <div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"> | ||
__NOTOC__[[Main Page|Home]] > [[Service Manager]] > Phone Call Action Item | __NOTOC__[[Main Page|Home]] > [[Service Manager]] > Phone Call Action Item | ||
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== Customer Information == | == Customer Information == | ||
+ | [[File:Request_Action_Phone_Calls.png|right|400px]] | ||
By default when you view the Phone Call Action it will show the name of the customer associated to the request and their phone number. This provides you with quick access to phone them without having to look up their details. | By default when you view the Phone Call Action it will show the name of the customer associated to the request and their phone number. This provides you with quick access to phone them without having to look up their details. | ||
− | If you need to find another phone number, use the Search Customer option to look up other user's contact details. | + | * If you need to find another phone number, use the Search Customer option to look up other user's contact details. |
+ | * In configured, initiate a Skype phone call by clicking on the customer number | ||
== Conversation Notes == | == Conversation Notes == | ||
− | Use this field to record information taken from the phone call. These conversations are captured in the Request's timeline as | + | Use this field to record information taken from the phone call. These conversations are captured in the Request's timeline as Phone calls and will reference the call as being incoming or outgoing depending on the option chosen. |
+ | * Set the visibility level to control who has the rights to see the conversation notes in the request timeline post | ||
+ | * These can easily be filtered on using the ''Phone'' option in the Timeline Filter. | ||
== Schedule a Call Back == | == Schedule a Call Back == | ||
Built into this action item is a ''Call Back'' feature that lets you schedule an activity to phone the customer back at another time. This Call Back is added into the activities section of the request and onto your personal Activities View | Built into this action item is a ''Call Back'' feature that lets you schedule an activity to phone the customer back at another time. This Call Back is added into the activities section of the request and onto your personal Activities View | ||
− | + | --> | |
− | [[Category: | + | [[Category:HDOC]] |
Latest revision as of 22:40, 1 February 2024
This document can now be found at its new location in the Hornbill Document Library.