Logging Calls

Record Call Log Notes

You can add call log notes during a call. The information from the call log notes field is recorded in your CRM after you select the button.

To record call log notes during a call:

1. Navigate to the call log notes area.



2. Enter a subject for the call (optional).



3. Enter call log notes in the comments area (optional).



4. Select a call result.
5. When the call is complete, select the button.

Use a Call Log Template

You can select a call log template to automatically insert a subject and pre-filled comments. For more information on how to configure a call log template, refer to Call Log Templates.

1. Select a call log template (located below the comment field; the number of available templates is configured by your administrator).



2. Enter additional call log notes (optional).
3. Select a call result.
4. When the call is complete, select the button.

Create a New Record

Create a New Entity

You can create a new objectrecordentity inside your CRM with information from the current call and one or more related records. To add information to the new entry, select the related objectrecordentity before you select New ObjectsNew RecordNew Entity.

1. From the InGenius UI, select in Salesforce. New Entity in Microsoft Dynamics.
2. Select the object type to create a new objectrecordentity.
3. Information from the current call and related objectrecordentity populates the newly created entry.
4. Enter additional details in the appropriate fields.
5. Select Save.

Pre-fill a New Record

Pre-fill a New Entity

You can pre-fill an Account, Contact, Case, Lead, User or Opportunity inside your CRM with information from a selected objectrecordentity.

1. From the InGenius UI, select in SalesforceNew Entity in Microsoft DynamicsNew Record in ServiceNow.
2. Select the Lead, Account, Contact, Case, User or Opportunity record type to pre-fill.
3. Select the pre-fill icon to populate the objectrecordentity with information from the selected objectrecordentity.
4. Enter any additional fields.
5. Select Save and refresh.
6. The new record appears listed in the InGenius related records list.

InGenius allows users to associate any record or entity to a call log.

For example, while on a call, you can select the Relate Current button to associate an open objectrecordentity in your CRM- such as a Contact - to the current call. The objectrecordentity you related then appears in the related records list in InGenius.

You can also select one or more of the recordsentitiesobjects from the related records list to associate it to the call.

You can relate the following objects to a call:

• Contact
• Lead
• Account
• Case
• Opportunity

Note: If you receive a "Read" error in the client UI after searching for a record, you may be missing some required access privileges. These must be configured by an admin user for your environment as detailed in the pre-deployment section.

Relate RecordObjectEntity from SalesforceMicrosoft Dynamics

To relate an object from Salesforcean entity from Microsoft Dynamics to the call:

1. Navigate to a Salesforce objectMicrosoft Dynamics entity.
2. Select Relate Current to add the objectrecordentity to the related objectsrecordsentities list in InGenius.

 

To relate a record from ServiceNow to the call:

1. Select New Record from the client UI and select a record type from the list.

   Note: The new record will automatically be selected under related records.

   Note: If a record of the same type already exists, it will be replaced by the new record.

2. In your Workspace view, fill in the necessary details and then click the Relate Current button to add the record to the related records list.

   

   Note: If there is an active call and no unlogged calls, Relate Current will apply to the active call. If there are unlogged calls and no active call, it will apply to the expanded call. If there is both an active call and unlogged calls, the user will be asked to manually select the record.

Associate a Single ObjectRecordEntity With a Call

To associate a single objectrecordentity with a call:

• While on a call, select a record from the related records list:



• Alternatively, navigate to a Salesforce objectMicrosoft Dynamics entityServiceNow record and select Relate Current.

Note: If the Relate Current button is greyed out, the navigated objectrecordentity cannot be related.

Note: If a Lead is selected in a related record, it can only be selected by itself.

Associate Multiple Records With a Call (Salesforce)

You can relate a single call to multiple records, if they conform to “what and a who” rule.

For example, you can relate a Contact as a “who” and an Account as a “what.”

To relate multiple records to a single call:

• While on a call, select multiple records from the related records list:

Note: You cannot relate calls to multiple contacts or accounts.

Note: If you select a Lead, you cannot select any other records in addition to a Lead.

Associate Multiple Entities With a Call (Microsoft Dynamics)

You can relate a single call log to up to two records. There are two fields in a Call Log that can be tied to other records within Microsoft Dynamics. These fields are known as To/From and Regarding. The associated records are assigned when you select items from with the Related Record list in the InGenius UI:

• Account
• Lead
• Contact
• System User

The record types are prioritized by InGenius and determine which field a record can be assigned to. The record types defined in the To/From field are a higher priority then all others, including Custom types.

If two higher priority entities are selected, the priority ranking is established by the following matrix:

	Account	Contact	Lead	System User
Account	N/A	Contact	Lead	System User
Contact	Contact	N/A	Lead	System User
Lead	Lead	Lead	N/A	System User
System User	System User	System User	System User	N/A

Examples:

User selects one Account. Result: Account entity is assigned to the Regarding and To/From fields.

User selects one System User. Result: System User entity is assigned to the To/From field and the Regarding field is empty.

User selects Account and System User. Result: Account entity is assigned to the Regarding field and System User assigned to the To/From field.

User selects one Custom. Result: Custom entity is assigned to the Regarding and To/From field is empty.

Note: All types except for System User can be assigned to the Regarding field.

Note: If you select a Lead, you cannot select any other records in addition to a Lead.

Note: Different CRM objects or custom objects may also be displayed depending on the settings configured by the InGenius administrator.

Call Results

To complete a call, you need to select a call result (or disposition code).

A list of call results are available in InGenius to help explain how the call ended. An example of call results is displayed in the image below:

Call result information is stored in the call log or phone activity with other call details including:

• Call duration.
• Call type and status.
• Any notes entered during the call.

Manage Call Logs

If you have five or more call logs open within the InGenius interface, you will see a warning message appear asking you to close the open calls. You can close each log individually or close all open logs at once. If the Clear All option is used, the calls are not recorded in the CRM.

Close An Open Log

To close an open call log:

1. Select an open log.
2. Finish entering any details required.
3. Select Done to save the call activity to your CRM.
4. Alternately, select Don't Log to remove the call from list. The call activity is not recorded in the CRM.

Clear All Open Logs

To clear all open call logs:

1. Click the Clear All within the warning message.
2. All open call logs are closed and not logged.

Note: The Clear All option is not available if the option has been disabled by the administrator.

Resize Call Log Comment Field