Documentation to assist with the setup and configuration of the HaloITSM platform
First, we want to ensure that your Call Management module is enabled.
To do this, head to the 'Administration Console' > 'Channels' > 'Call Management'.
If it is enabled, it will be coloured. If disabled, it will be grey. To enable, hover over the module and press the '+'.
Click into the module, then select 'General Settings'.
Grab the URL given under the 'Integrations' tab.
Next, we will set up the GoIntegrator side.
Open up your 'Configuration Menu' and head to 'Integrations'. Here you can add a new one.
Halo does have a standard integration with GoIntegrator, which means you should be able to find us on the drop-down type menu. Depending on your version of GoIntegrator, this may show as 'NetHelpDesk'.
Press 'set' once you have selected the integration type, you can tweak the given settings to your liking, test it, and once happy, you can save.
Next, head to 'Configuration' > 'Events' > 'Call Events'.
Here, you can create a custom event that opens up your Halo instance upon answering a call.
Press add, and choose the trigger 'direction: inbound'.
Then for action, select 'open web page'. Underneath, you can then add the Halo URL you copied from the call management page.
Once happy, save that and your calls will automatically open up your Halo instance upon answering the call.
You can read more on GoIntegrator's page here.
- Asset Import - CSV/XLS/Spreadsheet Method
- Call Management in Halo
- Creating Agents and Editing Agent Details
- Departments, Teams and Roles
- Importing Data
- Multiple New Portals with different branding for one customer [Hosted]
- Organisation Basics
- Organising Teams of Agents
- Step-by-Step Configuration Walk Through
- Syncing Exchange Calendars