HEAT Modify Call Block

Configures the voice application to change the HEAT ticket status, insert a Journal record, and run an AutoTask.

This block is for use only with Ivanti Voice/HEAT configurations. For details, refer to Ivanti Voice/HEAT Configuration.

Conditional Exits

The HEAT Modify Call block has one conditional exit, Update failed, which is used if the call ticket cannot be updated for any reason (for example: mandatory fields are not specified, field values are invalid, the call ticket number does not exist, etc.).

Settings

The HEAT Modify Call block has the following settings:

•Label - Change the name of the block if needed to uniquely identify the use of this block in the application flowchart.

•Connection (Required) - The name of the HEAT connection. The drop-down list contains the name of all configured HEAT connections.

•Call Ticket Id (Required) - The ID of the call ticket to update. Enter the call ticket ID or the interaction property containing the call ticket ID enclosed in percent (%) signs.

•Change status - Configures the block to update the call ticket status with the value in the Call Status field.

•Call status - The new call ticket status value to set.

•Add journal record - Configures the block to add a new journal record to the selected ticket.

•Journal type - Specify the journal type (this field is only enabled when the Add Journal Record check box is selected).

•Journal record - The content of the journal record to add. Enter the journal record or the interaction property containing the journal record enclosed in percent (%) signs.

•Run AutoTask - Select this option to run a specified AutoTask after all other requested actions have been performed (status change and journal creation). If you select this option, the Name and View fields are enabled.

•Name - Type the name of the AutoTask that will run.

•View - Specify the audience for the AutoTask: Global, Team, or Personal.

•Team - If you selected Team in the View field, you must specify which team.

When configuration for this block is complete, click the Update button to apply the settings.