Call Log Events

Administrators and agents can receive notifications or automate actions based on the following call log events:

Call Log Attached to Ticket
Call Log Created
Call Log Deleted
Call Log Detached from Ticket
Call Log Modified
Call Log Time Log Created
Manual Call Log Event

Conditions

Depending on the event selected, the following event criteria are available:

Name - The friendly name for the event. Note: The Enabled checkbox must be marked in order for this event to trigger. Use this setting to temporarily disable events.
Event Type - The event that triggers the action.
Time of Day - The time frame during which the event occurs.
Day of Week - The day(s) of the week during which the event occurs.
Subject - The words that will trigger the event if found within the call log subject.
Acting Agent - The agent that added a comment to the call log.
Department - The department that will trigger the event.
Group - The group that will trigger the event.
Agent Assigned - The agent assigned to the call log.
Phone Number - The phone number that will trigger the event.
Name - The name that will trigger the event.
Email Address - The email address that SmarterTrack uses to send email.
Incoming Call - The type of call that will trigger the event. Note: If the type of call is an incoming call, type "true" in the field. If it is not, type "false" in the field.
Start Date - The start date of the call.
End Date - The ending date of the call.
Description - The words that will trigger the event if found within the description of the call log.

NOTE: There may also be some Custom Fields that appear in the list of Conditions that are not described above.

Actions

Note: Event criteria based on any custom fields the administrator has established may also be available.

Depending on the event type selected, the following actions are available:

Call Web Page - Calls a web page that you specify, and that page can execute specific actions, queries or other methods based on whatever is coded on the page. For example, calling a web page that then initiates adding a task to a third-party task management application.
Log to File - Logs an action to a text file. This occurs once based on the max frequency set, regardless of how many times the event is fired.
Log to File (once per item) - Logs an action to a text file. This occurs once per each instance of the event firing and can be managed using the max frequency setting.
Notify Events External Provider - Calls an external provider that is created by the customer. For more information, see External Providers.
Send Email - Sends an email to a set of recipients. This occurs once based on the max frequency set, regardless of how many times the event is fired.
Send Email (once per item) - Sends an email to a set of recipients. This occurs once per each instance of the event firing and can be managed using the max frequency setting.
Transfer Call Log - Transfers the call log to the Group and Agent specified
Use Default Notification Profile for User - Uses any custom email addresses and/or SMS addresses that are used as part of the Default Notification Profile. This occurs once based on the max frequency set, regardless of how many times the event is fired.
Use Default Notification Profile for User (once per item) - Uses any custom email addresses and/or SMS addresses that are used as part of the Default Notification Profile. This occurs once per each instance of the event firing and can be managed using the max frequency setting.
Use My Notification Profile - Uses any custom email addresses and/or SMS addresses that are used as part of a personal Notification Profile. This occurs once based on the max frequency set, regardless of how many times the event is fired.
Use My Notification Profile (once per item) - Uses any custom email addresses and/or SMS addresses that are used as part of a personal Notification Profile. This occurs once per each instance of the event firing and can be managed using the max frequency setting.