Call Center - Workflows

Each call (incoming and outgoing) can be automatically saved as a task /activity including the call duration, phone note including additional information like caller ID, called ID and call start / end time.



Subject of the task

configure the subject line of the activity / task. You can select either CALL or one of the following variables or a combination:

{calltype} - inserts either Incoming Call or Outgoing Call

{time} - inserts the time

{date} - inserts the current date

{callresult} - inserts the call result

{callresultgroup} - inserts the call result group (only for answered call

See limitations when interaction log is used.

Do not allow editing in subject line

If checked, the subject line of the call note (task) can not be changed

Use AM/PM in subject line

If disabled, the time of the call in the subject line of the activity is 24 hour format while enabling the option displays the time with AM / PM

Use record type for call task

Without configuration, the default page layout of the users profile is used to save an activity of the call. It is possible to use an own page layout for calls so that call specific fields like call start and end time are only visible there. To achieve this, you need to create a new page layout and assign this page layout to a record type.

Add the record type of the task page layout here.

Show Record

If during an inbound call a contact or account is directly identified, there are several options which record is displayed. In case multiple matching records are found, the record is shown after the appropriate contact / account was selected in the list. This configuration is not relevant for leads.

No configuration (empty)

Always the record, which was identified is shown, e.g. contact or account.

Open latest opportunity of the contact

If the contact has an open opportunity, the opportunity is displayed. If there is no open opportunity, the contact is shown

Open latest opportunity of the account

If the contact or the account has an open opportunity, the opportunity is displayed. If there is no open opportunity, the contact or account is shown.

Open latest case of the the contact

If the contact has an open case, the case is displayed. If there is no open case, either a new case is created (see below Case Workflow) or the contact is shown.

Open latest case of the the account

If the contact or the account has an open case, the case is displayed. If there is no open case, either a new case is created (see below Case Workflow) or the contact / account is shown.

Open Account instead of the contact

If a contact is found the account is always opened.

Custom objects can also be shown for inbound calls. An additional setup is required. See Custom Objects

Incoming call - automatically answer call

If enabled, the call goes directly to connected state and the user does not need to manually answer the call

Note: This option is not available in Lightning Experience

Incoming call

Define if an incoming call should be automatically saved (only if call was active)

The activity is saved automatically at the end of the call. The activity is updated with changes done after the call was over when the next call is done or the Save button is clicked. Automatic saving is only done for active calls (duration > 0 seconds). Otherwise it is treated as missed call.

If disabled, the activity is only saved once the button Save was clicked.

Outgoing call

Define if an outgoing call should be automatically saved (only if call was active)

The activity is saved automatically at the end of the call. The activity is updated with changes done after the call was over when the next call is done or the Save button is clicked.Automatic saving is only done for active calls (duration > 0 seconds). Otherwise it is treated as an unsuccessful call

If disabled, the activity is only saved once the button Save was clicked.

Internal Call

The activity is saved automatically at the end of the call. The activity is updated with changes done after the call was over when the next call is done or the Save button is clicked. Unanswered or unsuccessful calls are not saved.

Cases

For more details see chapter Cases

Incoming call - create case

Only when a caller can be identified as a contact or account and the call was answered, a case is automatically created. The contact name or account name is added.

Outgoing call - create case

After dialing a phone number a case is automatically created. The contact name or account name is added.

Use record type for new case (This feature is not available in Lightning)

A new case is automatically created with the specified record ID instead of using the default record ID of the user profile

A call is unsuccessful if it is not answered or the line is busy.

Incoming Call

Define if an unsuccessful incoming call (missed call - duration with 0 seconds) should be stored. An activity is created with call result: Missed Call. To change this value see Call Center - Call Wrap-Up / Call Results

If disabled, the activity is saved once the button Save was clicked.

This option cannot be enabled if the Service Cloud with the interaction log is used.

Track missed but answered calls

In case the option: Create an activity for unanswered calls is activated, you can additionally track if one user missed a call but another user answered it.

Scenario

•Incoming call is not answered by user 1

•This creates an activity: Missed Call for user 1

•There are call forwarding rules or queue settings which hand over the call to user 2

•User 2 answers the call

•An activity for user 2 is created with Inbound call

•The task from user 1 is changed from Missed Call to Missed but Answered

Using reports provided with the product, you can analyze how often a particular user is not answering a call

Outgoing Call

Define if an unsuccessful outgoing call (call duration with 0 seconds, it just rings or line is busy) should be stored. An activity is created with call result: No Answer. To change this value see Call Center - Call Wrap-Up / Call Results

This option cannot be enabled if the Service Cloud with the interaction log is used.

An e-mail can be sent out if a call is missed (not for internal inbound calls).

Check Send an Email - Missed call to activate the feature.

An E-Mail template is provided. Select: Click here which will open template selection page. Select the folder: Mirage - CTI Data Connector Templates

Find below the logic, to whom the e-mail is sent

Send E-Mail to Object Owner is unchecked

•E-Mail always goes to the person who missed the call

Send E-Mail to Object Owner is checked

•Account owner, when single account found

•Contact owner, when single contact found

•Lead owner, when single lead found

•Default Email notification address, when multiple records found / no record found (you should always add a default address).

After the call is terminated, the task is saved and instantly opened in edit mode. This makes sense if additional fields have to be filled out.

Can be configured for inbound and outbound.

Note

•If this feature is enabled you should not use the call Wrap-Up with the CTI Data Connector SoftPhone. Add the picklist field to the page layout. The call result will not appear in the subject line

•If you use the call Wrap-Up in the CTI Data Connector SoftPhone the note in the task will be overwritten after saving the call Wrap-Up selection

•The task is not opened if the call was unsuccessful

This option allows to preselect a follow-up option for in- and outbound calls

Incoming call - Default

•No Default - is preselected

•Follow-up task is preselected

•Follow-up task + delete / complete today's task is preselected

•Open today's task is preselected

•Open latest task is preselected (will open the newest (= latest) task which is open (recommended as default)

•New Event is preselected

Outgoing call - Default

Available options see incoming call

Recommended: Open latest task

Use record type for new task inbound

Inbound call: A follow-up task is created with the specified record ID instead of using the default record ID of the user profile

Use record type for new task outbound

Inbound call: A follow-up task is created with the specified record ID instead of using the default record ID of the user profile

Use record type for new event

A follow-up event is created with the specified record ID instead of using the default record ID of the user profile

Follow-up task - today´s task - Completed instead of Delete

If enabled, today´s task will be set to completed. If disabled, today´s task will be deleted

Incoming call - Follow-up task options

Select all options for follow-up tasks, which should appear in the CTI Data Connector SoftPhone.

You can define the sort order in Setup, Object Mirage Call Center - Workflow, Field Incoming call - Follow-up task options

Outgoing call - Follow-up task options

Select all options for follow-up tasks, which should appear in the CTI Data Connector SoftPhone.