Rotational Call Profiles

Use this feature to set up a call profile containing one or more phone numbers (call destinations) in the order you choose. Calls have one of two outcomes: accepted or unaccepted. The outcome of call destinations is part of an item's Status and Transaction History.

Call Description Status Transaction History
Accepted Call accepted (answered) by recipient. For a call to be considered accepted by the system, the recipient must press 2 in response to the prompt in the call. Delivered Item delivered
Unaccepted

A call is processed as unaccepted if it meets either of two conditions:

  1. The recipient does not press 2 in response to the call (to accept a call, the recipient must press 2)
  2. The call gets an automated response (voicemail, etc.)

If all call destinations are unaccepted (unanswered), the system stops. Each call destination gets three unaccepted calls before the system goes to the next one.

 Canceled by system No user input was received

You can set up a Failed Transmission alert to be notified if none of the call destinations in a rotational call profile is accepted. See Alert Notifications.

Rotational call profiles are not available for open ticket summary or end of day notifications.

Add or Modify Rotational Call Profile

  1. Rotational call profiles are available in two places in the system:

    Location Description
    System Management ( ) > General

    1. On the top menu bar, click System Management ( ) > General > Rotational Dialing
    System Management ( ) > Ticket Management

    1. On the top menu bar, click System Management ( ) > Administration > Ticket Management > Ticket Notifications

    2. On the Notification Overview page, in the left column, click Rotational Call Profiles

     

  2. On the Rotational Call Profiles / Rotational Dialing Profile Summary page: 

    Action Description
    Add profile Click Add Profile . The Rotational Call Profile page appears. Make edits as below
    Modify notification

    Click the text in the Name column to choose the profile to modify.

    The Rotational Call Profile page appears. Make edits as below

Edit Rotational Call Profile

  1. Make edits as below:

    Field Description
    Call Destination

    The company users (people or groups) or phone numbers listed in the order they should be called. For information on users, see Users

    1. Click Add Destination
    2. On the Add Destination window, add the company user or phone number
    3. Click Add

    Put Call Destinations in order: Click arrows

    Delete Call Destination: Click X
    Description The description of the call profile
    Name The name of the call profile
  2. Click Save