---
title: Call - define workflows
slug: voice-german/call-define-workflows
docTags:
createdAt: 2024-03-19T15:42:30.884Z
---
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. Either use a text like CALL or one of the following variables
{calltype} - inserts either *Incoming Call* or *Outgoing Call*
{time} - inserts the time
{date} - inserts the current date
{callresult} - inserts the call result
See limitations when interaction log is used in [Service Cloud setup](docId\:jmlX-JsQfEgDZuJKHQcKg).
*Use time format AM/PM in subject line* (Y/N)
If set to N, the time of the call in the subject line of the activity is 24 hour format while setting to Y displays the time with AM / PM
*Incoming call - save activity at the end of a call automatically (Y/N)*
Y = Yes, N = No. Define if an incoming call should be automatically saved (only if call was active)
The activity is saved **automatically**, when the next call starts and the manual save option with the button *Save* was not used. Automatic saving is only done for active calls (duration > 0 seconds).
If set to = N, the activity is saved once the button *Save* was clicked.
*Outgoing call - save activity at the end of a call automatically (Y/N)*
Y = Yes, N = No. Define if an outgoing call should be automatically saved (only if call was active)
The activity is saved **automatically**, when the next call starts and the manual save option with the button *Save* was not used. Automatic saving is only done for active calls (duration > 0 seconds).
If set to = N, the activity is saved once the button *Save* was clicked.
*Internal call - save activity at the end of a call automatically (Y/N)*
Has to be set to N
*Autosave unsuccessful incoming calls*
Y = Yes, N = No . Define if an unsuccessful incoming call (call duration with 0 seconds) should be stored. An activity is created with call result: **Missed Call. **To change this value see [Call Wrap-Up / Call Results](docId\:myaKe377GRq1nMFzmHKdc)
If set to = N, the activity is saved once the button *Save* was clicked.
This option cannot be set to Y if the Service Cloud with the interaction log is used.
*Autosave unsuccessful outgoing calls*
Y = Yes, N = No . 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 Wrap-Up / Call Results](docId\:myaKe377GRq1nMFzmHKdc)
This option cannot be set to Y if the Service Cloud with the interaction log is used.
*Autosave unsuccessful internal calls*
Has to be set to N
*Automatically open task after end of outgoing call and save automatically (Y/N)*
Y = Yes, N = No. After the call is terminated, the task is saved and** instantly opened in edit mode**. This makes sense if additional fields to a phone call have to be filled out.
Note
•If this feature is enabled you should **not** use the call Wrap-Up with the CTI Data Connector SoftPhone. Create an own picklist field and add it to the page layout
•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
*Automatically open task after end of incoming call and save automatically (Y/N*
same functionality for incoming calls
Cases
For more details see chapter [Cases](docId\:at3BF3gbAsWV10t1SDJZZ)
*Incoming call - automatically create a case (Y/N)*
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.
See limitations when interaction log is used in [Call Wrap-Up / Call Results](docId\:myaKe377GRq1nMFzmHKdc).
*Outgoing call - automatically create a case (Y/N)*
After dialing a phone number a case is automatically created. The contact name or account name is added.
See limitations when interaction log is used in [Call Wrap-Up / Call Results](docId\:myaKe377GRq1nMFzmHKdc)
*Incoming call - always display today's case (Y/N)*
If a cases exists and it was created today, it is automatically displayed
*Incoming call - display today's case only after call transfer* *(Y/N)*
A case is displayed only after a call transfer and if it was created today
*Incoming call - automatically answer call (Y/N)*
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