Call Taking settings

Set how callers are identified, how call scripts and AI triage behave, and the defaults a ticket gets when it is created from a call.

Written By Chris Scaminaci

Last updated About 2 hours ago

These settings tune call taking for your whole organisation: how callers are found, how scripts and AI triage behave, and the defaults a ticket gets when it is created from a call. They are read by the create-ticket dialog on the Call Taking screen (see Taking a call) and by the extension's Call tab.

Before you start: the Call Center Operations module must be on, and you need the Administrator or Q-Director Configuration role. Without the module, the Call Taking tab is not shown.

Open and save the settings

Open Q-Director Settings (Q-Director Config in the sidebar).
Select the Call Taking tab. The Settings sub-tab opens first. The other sub-tab, Scripts, is where scripts are written (see Building call scripts).
Change what you need. Each group of options has its own heading.
Select Save Changes at the bottom of the page. A message confirms that the settings were saved.

This tab has its own Save Changes button. The page header's Save Changes button is not shown while this tab is open. The older Call Taking settings address opens this tab too.

The defaults in the tables below apply until you change them.

How to read the tables

The Effect column says where an option applies. Where it says Saved with your settings, the option is stored for your organisation and does not currently change what the Call Taking screen or the extension's Call tab does.

Caller Identification

Option	Default	Effect
Auto-Search on Phone Parameter	On	Saved with your settings.
Allow Continue Without User	On	In the extension's Call tab, turning it off hides the option to take a call without identifying the caller.
Enable Name Search Fallback	On	Saved with your settings.
Allow Phone Field Selection	On	Saved with your settings.
Default Phone Save Field	Work Phone	Saved with your settings. Choose from Work Phone, Work Mobile, Home Phone or Home Mobile.

When your phone system opens the Call Taking screen with the caller's number, the screen searches for that number as soon as it opens. See Connecting your phone system.

Call Scripts

Option	Default	Effect
Require Script Selection	Off	Saved with your settings.
Auto-Select Default Script	On	Saved with your settings.
Allow Skip Script	On	In the extension's Call tab, turning it off hides the control that skips a script (while scripts exist).
Show Step History	On	Saved with your settings.

Select Manage Call Scripts to jump to the Scripts sub-tab.

Context Panels

Option	Default	Effect
Show Organization Tickets	On	In the extension's Call tab, turning it off removes the caller's organisation's open tickets from the call.
Show Similar Incidents	On	Saved with your settings.
Show Caller/Client Profiles	On	Saved with your settings.
Max Organization Tickets	15 (5 to 50)	In the extension's Call tab, the most organisation tickets listed.
Max Similar Incidents	10 (3 to 20)	Saved with your settings.

AI & Triage Recommendations

These options apply to the AI Triage Recommendation in the create-ticket dialog. The AI Triage button next to Issue Description on the Call Taking screen is not affected by them.

Option	Default	Effect
Enable AI Triage	On	When off, the create-ticket dialog does not produce an AI recommendation.
Auto-Generate Triage	On	When off, the recommendation is not requested when you leave Summary or Additional Notes or switch to Dispatch Now.
Show Triage Reasoning	On	Shows or hides the Why? buttons next to the recommendation.
Auto-Triage Minimum Characters	30 (10 to 100)	How much text the summary and notes need before leaving a field requests a recommendation.

Ticket Creation

Option	Default	Effect
Require Team Selection	On	A team must be chosen before a Dispatch Now ticket can be created, in the create-ticket dialog and in the extension's Call tab.
Require Ticket Type Selection	On	The same for the ticket type.
Include Script Notes	On	In the extension's Call tab, sets whether the ticket form starts with Include script notes in the ticket ticked.
Default Dispatch Mode	Immediate Dispatch	Which mode a new ticket starts in: Immediate Dispatch (Dispatch Now) or Add to Triage Queue (Queue for Triage). Applies to the create-ticket dialog and the extension's Call tab.
Default Routing Mode	Load Balance	The routing mode a new ticket starts with: Load Balance, Round Robin, Specific Agent or Intelligent Routing. Applies to both.
Default Impact	3 - Moderate/Limited	The impact a new ticket starts with, unless the script or the recommendation sets one. Applies to both.
Default Urgency	3 - Medium	The urgency a new ticket starts with, unless the script or the recommendation sets one. Applies to both.

Queue for Triage Defaults

A ticket queued for triage gets this team and ticket type instead of asking for them. These defaults are also used when a finished script creates a ticket queued for triage; see What happens when the script ends. Without them, a ticket that needs them cannot be created and the Call Taking screen asks you to update these settings.

Option	Effect
Default Ticket Type (Queue for Triage)	The ticket type for tickets queued for triage. Choose from the ticket types in HaloPSA.
Default Team (Queue for Triage)	The team for tickets queued for triage. Choose from the teams in HaloPSA.

Scheduling & Estimates

Option	Default	Effect
Default to Scheduling	Off	In the create-ticket dialog, Schedule Appointment starts ticked when a specific technician is chosen.
Show Estimate Ranges	On	Shows the Resolution Estimate and Appointment Duration ranges in the create-ticket dialog when they are available.
Default Appointment Commitment	Tentative	The Commitment a new appointment starts with: Tentative or Firm.

Estimates and appointment booking also need Enable Historical Estimation and Enable Appointment Scheduling on the Dispatch & Scheduling tab of Q-Director Settings. See Dispatch workflow and scheduling settings.

UI & Display

Option	Default	Effect
Show VIP Badge	On	Saved with your settings.
Show High Risk Badge	On	Saved with your settings.
Real-time Workload Updates	On	Saved with your settings.
Call Duration Display	Elapsed Time	Saved with your settings. Choose Elapsed Time or Timer (Count Up).

Quick Actions

Option	Default	Effect
Show "Mark Spam" Action	On	Saved with your settings.
Show "Transfer" Action	On	Saved with your settings.
Show "Escalate" Action	On	Saved with your settings.

Taking a call: the screen these settings shape.
Call scripts and creating the ticket: the create-ticket dialog in detail.
Building call scripts: the Scripts sub-tab.
Connecting your phone system: opening the screen from a ringing call.
Q-Director Settings: the rest of the Q-Director page.

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