Call Template Administration
A template is a pre-built call details window with predefined field values. You can add, edit or delete call templates for your system.
If call templates are partitioned, any call logged via the Self Service Portal will be created using the partition of the call template.
If you are using IPK Tiers, you can create a template for a specific IPK Stream and Status. When Users log a call through the Self Service Portal for the IPK Stream/Status combination, they will be able to select the linked call templates.
When Call Templates are Used
Calls logged or questions asked by a User through the Self Service Portal. These can be range from a simple request for assistance, through registering complaints or compliments, to more detailed form-based calls. These will all result in a call automatically logged in the main application based on a specified template.
Registrations made by a User wanting access to the Self Service Portal. Any portal registration submitted by a User will result in a call automatically logged in the main application, based on this template.
Calls logged from AI Ops (Problem Management)
Scheduled Calls
Calls logged when an analyst, User or an external supplier’s account is disabled. When an Analyst, User, or external supplier incorrectly logs on to the main application or portal a certain number of times (as defined in Security Settings), their account is disabled. If Log Call on Access Disabled is selected in Security Settings, a call is automatically logged in the main application based on the specified template (as defined in the Security Settings (Partitioned) window).
Calls logged through an Incoming Email account.
Calls logged as a result of an incoming event or inbound action.
This only applies if your system is licensed for the Integration Platform and event management and inbound actions have been set up.
When a call is logged using a call template, any IPK workflow rules picked up will override the recipient Analyst or group specified on the call template. You cannot watch or unwatch a call template, clone to the knowledge bank or bulletin board, create or view outages, add attributes, use quick launch URLs or perform asset management transactions from a call template. Any toolbar buttons and Explorer options that are not available for use with call templates will be hidden.
Viewing Call Templates
Select Menu, then Admin, then Call Template. The Call Template Administration window is displayed.
Active Call Templates is selected by default, and the call templates currently available for use are listed.
To view deleted templates, select the Deleted Call Templates radio button.
Creating a Call Template
Select New.
In the Call Template Name box, complete the details:
IPK Status
Select from the drop-down list if you wish to apply an IPK Status to the call template.
This option only appears if your system is set up for IPK tiers.
IPK Stream
Select from the drop-down list if you wish to apply an IPK Stream to the call template.
This option only appears if your system is set up for IPK tiers.
Select OK.
The Call Details window appears. Add the call details you wish to appear for any call logged using this template. You can specify additional call information through the enabled Explorer options.
Use the SLM Explorer option if you wish to manually assign agreements to the call template, so that these will automatically be applied to the call when it is logged.
You can also select an action button to set the action to be taken when the call is logged:
Assign
Select to forward the call to the specified analyst or group when it is logged
The Forward Call Template [template name] Internally window appears.
Select this option if you want this call template to be available in the Call Template list when configuring the incoming email server details, as this ensures that any call logged as a result of an incoming email using the associated template is forwarded to an analyst or group in the system.
External
Select to forward the call to and External Contact when it is logged
The Forward Call Template [template name] Externally window appears.
Defer
Select to set the call to deferred when it is logged.
The Defer Call Template [template name] window appears.
Close
Select to set the call to closed when it is logged.
This is useful, for example, if your system is configured for event management and you want calls logged automatically through an incoming event to close automatically on logging.
The Close Call Template [template name] window appears.
If you select Close, you can set the Call Status for the template to Reopen on if you wish.
From the Defer Template, Forward Template, or Close Call Template window, select OK to save the changes and return to the Call Template Details window.
To save and close the call template, select Save.
Cloning a Call Template
If you have a call template that has a lot of the settings and information you want in a new template, you can copy or clone it.
Select Clone.
Complete the details, updating where necessary.
To save and close the call template, select Save.
Updating a Call Template
Before you start
You must have Administer Call Templates selected in the Options tab of your IPK Management security role, and access to the partition the call template is held in, if appropriate.
Some features are not available when working with call templates. Updating a call template will not trigger IPK Workflow Rules or apply an SLM agreement.
You do not have to complete the fields that are required when working with a call.
If you only wish to rename the call template, select it and then select Update Title. The Call Template Name window appears, in which you can update the title and, if appropriate, the IPK status and stream. The details are update in the Call Template Details window and in the list of call templates.
To update other details, select the template and click Open.
Update the details where necessary.
To save and close the call template, select Save.
Deleting a Call Template
If you no longer need a call template or do not want it used, you can delete it.
Select the template you want to delete and select Delete.
Confirm the deletion when prompted.
If you attempt to delete the system default, you will receive a warning message telling you that you cannot delete a "static record".
Restoring a Deleted Call Template
If you have deleted a template in error, you can restore it.
Select the template you want to restore and select Restore.
The template name disappears from the list of deleted call templates.
Select the Active Call Templates option to display all of the current templates and you will see the restored template listed.