Call Screen Sets

This window enables you to define custom call screen sets. By default, the following call screen sets are available: Call, Incident, Known Error, Major Incident, Problem, and Service Request. If Enable Call Screen Set on Explorer is selected in the IPK Settings window, analysts can switch between the defined screen sets when logging or updating a call.

If you are enabled for the IPK Tiers module, you can link screen sets to IPK statuses/streams, or link screen sets to a statuses/types/streams. If you are not enabled for the IPK Tiers module, you can link screen sets to call types.

You can create, edit, delete, and restore call screen sets.

Creating a Call Screen Set

Before you start

You must have IPK Setup selected in the Admin tab of your General Access Security Role in order to configure any IPK administration settings.

You can only assign call screen sets to partitions you have security permissions to access.

  1. Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available . In the Explorer pane, locate the IPK Management group , scrolling up or down if necessary. You may need to expand the group to see the options.

  2. Select Call Screen Set to display the window. A list of existing call screen sets is displayed. (To display deleted screen sets, select the Show Deleted radio button at the top of the window.)
  3. Select . The Call Screen Set Details window appears.
  4. In the Name field, type the name you wish to specify for this call screen set. This field is mandatory.

    5. If your system is enabled for call screen set partitioning, the screen set will be allocated to your current working partition. To assign the screen set to another partition, select it from Assign Partition list.

  5. By default, a new call screen set inherits the screens, forms and message templates from the parent screen set, Calls. If you have adequate security permissions, you can configure the screens in the screen set through the Designer by selecting Open Designer.
  6. To select a ticket report other than the default, select Custom Ticket Report. This enables the browse table listing the defined ticket reports. Select a report and then . The report you have selected will be displayed in brackets after Custom Ticket Report.

    7. A ticket report is viewed by selecting Job Ticket on the Call Search, or Calls Outstanding window.

  7. Select . You are returned to the Call Screen Sets window.

Editing a Call Screen Set

Before you start

You must have IPK Setup selected in the Admin tab of your General Access Security Role.

  1. Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available . In the Explorer pane, locate the IPK Management group , scrolling up or down if necessary. You may need to expand the group to see the options.

  2. Select Call Screen Set to display the window. A list of existing call screen sets is displayed. (To display deleted screen sets, select the Show Deleted radio button at the top of the window.)
  3. From the browse table, select the call screen set entry you want to edit. (You cannot edit deleted screen sets.)
  4. Select to open the Call Screen Set Details window.
  5. Update the details as required.
  6. Select . You are returned to the Call Screen Sets window.

Deleting a Call Screen Set

Before you start

You must have IPK Setup selected in the Admin tab of your General Access Security Role in order to configure any IPK administration settings.

You cannot delete call screen sets which are shipped as part of the system. You can only delete those that have been created after install.

The name of a deleted screen set is appended with an asterisk elsewhere in the application, such as in the Link IPK Stream/Type/Status to Call Screen Set window in system administration.

When you delete a screen set, any custom screens associated with the screen set are deleted. These will appear annotated with [Deleted] in the inactive list of screens in the Designer.

Any message templates are removed from the Message Type Map window.

The deleted screen set is no longer available to log new calls however any existing calls using the screens in the screen set will continue to use those screens.

  1. Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available . In the Explorer pane, locate the IPK Management group , scrolling up or down if necessary. You may need to expand the group to see the options.

  2. Select Call Screen Set to display the window. A list of existing call screen sets is displayed.
  3. From the browse table, select the call screen set entry you want to delete.
  4. Select . If you attempt to delete the system default, you will receive a warning message. A warning message appears .
  5. Select to delete the selected call screen set or to cancel your action.

    6. Deleted call screen sets can be restored at later point if required.

Restoring a Call Screen Set

Before you start

You must have IPK Setup selected in the Admin tab of your General Access Security Role.

  1. Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available . In the Explorer pane, locate the IPK Management group , scrolling up or down if necessary. You may need to expand the group to see the options.

  2. Select Call Screen Set to open the window
  1. Select the Show Deleted option.
  2. From the browse table of deleted entries, select the deleted call screen set entry you wish to restore.
  3. Select . The restored screen set appears when you select the Show Active option.