Skip to main content- Taking a callUse the Call Taking screen to identify a caller, see their history, describe the issue and finish the call with a ticket, a link to an existing ticket or an outcome.
- Call scripts and creating the ticketRun a call script during a call, let it fill in the ticket, and create the ticket from the create-ticket dialog, choosing how it is dispatched.
- Call Taking settingsSet how callers are identified, how call scripts and AI triage behave, and the defaults a ticket gets when it is created from a call.
- Building call scriptsCreate, preview and manage the call scripts your agents run on a call, including step types, placeholders and mapping answers to ticket fields.
- Connecting your phone systemConnect your phone system so a ringing call opens Call Taking with the caller looked up, agents' phone state shows on the dispatch board, and recordings arrive as soon as a call ends.
- Call recordingsSee every call QuantumOps has recorded, read and play it, check its AI summary and sentiment, and match it to a HaloPSA ticket or post it there.
- Call recording settingsConnect the source of your call recordings, choose the speech-to-text engine, set how calls are matched and posted to HaloPSA tickets, and configure the digest that tells agents about unmatched recordings.
- Matching your own recordingsMatch the call recordings that QuantumOps could not match to a ticket by itself, from your digest message, the My Call Recordings page, the Ticket Dashboard in HaloPSA or the Call Recording Matcher tab.