HaloITSM Guides
Documentation to assist with the setup and configuration of the HaloITSM platform
Call Management in Halo
Topics Covered In This Article
- The Use Case of Call Management
- Creating a New Call
- The Call Screen
- Show the New Ticket Screen When Completing a Call
- Call Scripts
- Integrating with Calling Software
Primarily this feature is used when you have Agents answering the phone or making calls to log requests or incidents in Halo. You can have your agents running through call scripts to automate the process of information gathering and then log this in the ticket.
For All Configurable Settings Along With Their Descriptions Checkout the Admin Guides on Call Management
When enabled in the configuration you can edit the settings for this feature. This can be done by heading to the configuration and pressing the + symbol when hovering over the feature.
Fig 1. Enabling The Call Management Module
Logging a call manually
To manually log a call as an agent head to the ticket screen, click new and click "New Call", this will bring up the call screen which is explained below.
Fig 2. New Call Button
There can be a new call button visible at the top of the navigation bar, the setting is called "Display new Call button in navigation bar", this can be added in Configuration > Advanced Settings or Configuration > Call Management > General Settings.
Fig 3. New Call Button on The Top Navigation Bar
This is the call screen, this will appear when an incoming call is taken or when an outgoing call is logged using the call feature:
Fig 4. Navigating The New Call Screen
On later versions of Halo, there is a different UI for the new call screen, as shown below:
Fig 5. The UI of The New Call Screen
- The red call button will stop the call timer and should be used when the caller hangs up.
- The caller info box, clicking here will allow you to match the client/site of the person calling. Filling in the caller name will match to a user under this site.
- Clicking on the call script buttonwill open the call script selection dialogue.
- "Enter Your Notes Here" this is where you should enter notes for the call.
The two options in "Call Outcome" will log a ticket or log AND close a ticket. The 'Complete' button will close the call screen. There is also an option in Configuration > Call Management > General Settings "Show the New Ticket screen when completing a call" when checked, this means that if "log new ticket" is selected, you wont just be given the default ticket, you can configure a new ticket When a client is selected from the new call screen, other tickets they have logged will appear here to the right hand side of the call screen left pinned sidebar.
Fig 6. Logging a New Ticket and Editing The Details
Adding and Creating Scripts
In the Configuration Console you can edit the call scripts by adding the below icon, by hovering over it and clicking the + symbol. Clicking into any existing call script or clicking "New" will bring up the edit screen.
Fig 7. Call Scripts Module
The edit screen itself is self-explanatory with the name and notes being evident. The list of questions is underneath these.
Fig 8. Configuring a New Call Script
1. The sequence is the order in which the questions appear in the list, this is ordered low to high.
2. Pick a question type, this will decide on the responses that are available.
3. Fill in the question.
4. Input the responses allowed if you selected pick an option or select the field to populate when filled in.
5. Select the next question if necessary or to end the call script here.
Integrating with Calling Software
We currently support screen popping to the call screen, input the URL to your Web App with /call at the end such as https://support.nethelpdesk.com/Call?showmenu=false&callerid=@callerid . This will populate the client site if matched on the phone number for incoming or outgoing.
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