This documentation supports the 21.05 version of BMC Helix ITSM: Smart IT.To view an earlier version, select the version from the Product version menu.

Creating call log events for Smart Recorder

As a Smart IT administrator, you can enable call logs in Smart Recorder so that your users can record the details that they capture during a call. While creating a call log, by default, users currently get the following call log events: Caller Hanging Up, Call Transfer, and Wrong Number. As a Smart IT administrator, you can add, or modify these options by using the SYS:Menu Items form of BMC Helix ITSM.

Related topics

Creating-call-logs-in-Smart-Recorder

Tip

As an administrator, you can view the logs created via BMC Live Chat and generate a report of the call logs by using the Call Log Event Type called Chat. This event type is added in the SYS:Menu Items form. When a call log is created from Smart IT, a new entry is made in the SMT:Smart Recorder Call Log form with Chat as the event type. Call logs are created only when the Centralized Configuration Setting parameter enableSmartRecorderCallLog is set to true. To learn how to change the value of this setting, see Centralized-configuration.

Example: Configuring the SYS:Menu Items form to display Event Type in Smart Recorder

In this example, Allen, a Smart IT administrator, configures the SYS:Menu Items form to display Call End event type in Smart Recorder. Currently there are three default event types: Caller Hanging Up, Call Transfer, and Wrong Number. Allen wants that the new event type, Call End will appear at the end of the list in English language.


How the Smart Recorder screen looks after the event type specified in the example is configured:

Screen_CallLog.jpg

How the SYS:Menu Items form looks after it is configured to display the event type specified in the example: 

Sys_ITSM.jpg


The following table describes the information provided to configure the SYS:Menu Items form for the event type mentioned in the the example.

Fields

Description

Menu Type

Call Log Event Types is selected.

Menu Label 1

Typed Call Log.

Selection Code

Entered 4 as already there are three menus in the Smart Recorder.

Locale

It is left blank as the label is expected to appear in English. You can mark your preferred language in this field to create call log events in your locale.

Form Name

Typed SMT:Smart Recorder Call Log as the information captured in Smart Recorder for the mentioned event type is captured in this form.

Menu Order

Mentioned 4 as the expectation is to make the event type appear at the end after the existing three menus.

DataTags

 Typed config-smt as this is Smart IT related menu.

 

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