Call Activities
Create activity items for calls, much like an activity checklist. Analysts can close activity items as they complete them, which ensures the correct process is followed.
Call Activities gives Analysts the ability to add tasks (activities) to calls in much the same way they add tasks to Workflow requests. When a call activity is added, a ticket is created and assigned to the group or individual specified exactly the way a workflow task would be. It is essentially a child item of the Call that it was created against. This also enables tracking of call progress. System Administrators can create and re-use lists across multiple calls and call templates.
Summary Enablement Tasks to Use Call Activities
Each section below will guide you through the three steps below.
To use call activities, you must
Enable call activities in ASM (Preview Features)
Build Predefined Activity lists (Optional - also in Preview Features)
Enable RBAC for Roles requiring access to Call Activities
Add a call activity widget to the screens where you want analysts to be able to use them, such as for Service Request, Facilities, or project requests (Applies to ASM HERMES 10.6.8.14627)
As of ASM HERMES 10.6.8.14627, Call activities will only appear on screens where you have placed the call activities widget. They are no longer located in the Explorer Menu.
Enabling Call Activities
Select ≡ > Admin > System Administration. The System Administration window appears.
In the Explorer pane, expand Preview Features.
Select Settings to display Preview Features Settings window.
Select the check box for Call Activities.
Select the Save icon to save the changes. Provide the Change Reasons if prompted to do so.
Configuring Call Activities Pre-Defined Lists
While you can add call activities manually through the widget, they are especially helpful to add to a Call Template. This way whenever that template is used, the activities will already be added.
For example, if every time a project request is logged you want specific additional actions to occur, you can create a template and add these activities. Each time a project request is logged with the template, the activities will be added for you.
Select ≡ > Admin > System Administration. The System Administration window appears.
In the Explorer pane, expand Preview Features.
Select Call Activity Lists to display the window.
All existing Call Activities are displayed. The list is empty on first time configuring the system.
Create an Activity List:
Select the New icon. A new row is inserted in the browse table.
Select the Edit icon the row and then type a name for the activity list.
Select the Edit icon again in the row to save the changes.
Select there Save icon to save the changes. Provide the Change Reasons if prompted to do so.
Add Activities to the Activity List:
Select an Activity List and then Action it.
The Call Activities for List window is displayed.
Select the New/Add icon to create a new activity in the list.
Type a Description and Details for the activity, then select to save the activity.
Continue adding activities to the list as needed.
Change the order of activities in the list using up and down icons.
Select the Save icons to save the changes. Provide the Change Reasons if prompted to do so.
Granting Permission to Call Activities, RBAC
Display the IPK Management Security Roles details window, if it is not already on screen.
Select ≡ > Admin > System Administration. The System Administration window appears.
In the Explorer pane, expand Security Roles, then select IPK Management. All existing IPK Management security roles are displayed.
The pre-defined role All typically has all role options selected. However, some of the options are not selected by default and you should explore the permissions set before assigning the role.
To view or update a role, select the role in the browse table and select to action it or double-click it.
Select the Options tab.
Select the check box for View Call Activities
Select the Save icon to save the changes. Provide the Change Reasons if prompted to do so.
Adding the Call Activities Screen Widget
Applies to ASM HERMES 10.6.8.14627
Once you have enabled call activities and set the Role Based Access Security to allow selected agents the ability to see and use them, you will beed to add the Call Activities widget to the screens where you intend for them to be used.
Access Screen Designer, and open the intended screen
Locate the layout widget in the "Add a Field" tab
Drag the widget onto the screen in your desired location
Complete the widget properties
Size: X Large will work best
Hidden: No
Widget ID: call-activities (case sensitive)
Widget Props: Can be left empty
Using Call Activities in ASM Core
When Call Activities are enabled, the Call Activities widget appears in calls, where Analysts can:
Add activities to a call from an Activity List created by the Admin.
Create new ad-hoc Call Activities for a call.
Close Call Activities from a call
View all Call Activities for a call, open and closed activities.
Using Call Activities in ASM Core prior to build 14627
When Call Activities are enabled, the Call Activities explorer menu option appears in calls, where Analysts can:
Add activities to a call from an Activity List created by the Admin.
Create new ad-hoc Call Activities for a call.
Close Call Activities from a call
View all Call Activities for a call, open and closed activities.
View all Call Activities in the system from the Call Activities window.
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