Call tab

The Call tab is Taking a call in the side panel. You find the caller, follow your organisation's call script, create or link a ticket, and record how the call ended, all beside the HaloPSA page you are working in. Dispatchers and technicians use it to handle calls.

Before you start. Install the browser extension and sign in to it. The tab is in the More menu, and only for people with the Administrator, Service Desk Manager, Dispatcher or Technician role, when calls are switched on for your organisation. If your role does not allow it, the tab is not listed. Creating a ticket also needs a login linked to your HaloPSA agent, on an organisation that uses HaloPSA. Finding your way around the side panel explains the panel itself.

The Call tab stays where it is when you move around HaloPSA, so a call is never taken from you by opening another page.

Start a call

1. Open More and select Call. The New call section says Find the caller, then start the call. You can also start without a match.
2. Under Look up by, choose Phone, Name or Email, type what you have (at least two characters), and select Look up.
3. Read the matches. Each shows the person, their client and site, their phone and e-mail, and how many tickets they have open. Chips mark a VIP person or an Inactive user. Select the right person.
4. Select the start button, Start call with and the person's name. If there is no match, or you do not want one, type the number or name you have into the lookup box, then select Start call without a match. That button stays off until you have typed something.

When the HaloPSA page you have open belongs to a client, a Name or Email lookup searches only that client's users, and once a caller is attached it searches that caller's client. To search all users, open a HaloPSA page that does not belong to a client.

When nothing matches, the tab says No match for and what you typed, and lists what it tried. With a call already running, the same lookup is available if you started without a caller: use Look up, or select Continue without a caller when your organisation allows it.

Take the call

The header shows Call in progress, the caller's tags such as VIP client, High-risk client and Inactive user, their phone, e-mail and client, their recent tickets, and a timer.

• Open tickets for this user or Open tickets for this client lists what is already open. Select Link on one to fill it in under Ticket, then select Link ticket and confirm.
• Script shows the scripts your organisation set up. Select the one that fits, marked Default when it is the standard one, or select Skip the script. When no scripts exist, the call runs without one. Call scripts and creating the ticket explains how they work, and Call script builder how they are made.
• Caller verification appears when identity verification is available to you. See Verifying a caller.

Run the script

A script shows one step at a time, with a progress count such as 2/5. Each step has its wording, sometimes an answer to give, and sometimes choices.

1. Read the step.
2. Add a Step note first if you want one. It is optional.
3. If the step asks for an answer, enter it. Then select Done, or select one of the choices, which moves on at once with the answer and note you have entered. Done appears only on steps that have no choices. On the step that checks who is calling, select Confirm caller once the right person is attached.
4. Select Skip where the step allows it, or Back to return to the previous step.

Completed steps and Script notes open to show what you have done so far. When the script ends, it shows the outcome it reached.

Create a ticket or link the call to one

The Ticket section has two modes, Create and Link.

To create a ticket:

1. Fill in Summary and Details. The script can fill these in for you.
2. The form starts with your organisation's defaults and anything the script filled in. Under Dispatch, choose Queue for triage to send the ticket for triage, or Dispatch now to route it straight away. With Dispatch now, choose Routing; a Specific agent also needs a Technician.
3. Choose a Team and a Type. They are needed unless your organisation does not require them or, where you queue for triage, its triage defaults cover them. A Summary is needed unless the script reached an outcome.
4. Optionally set Impact and Urgency, and enter a Callback number. It starts with the caller's number.
5. When a script ran, Include script notes in the ticket adds the script's notes to the ticket. It starts ticked unless your organisation's setting turns it off; clear it to leave the notes out.
6. Select Create ticket and confirm.

To link instead, switch to Link, type the number in Ticket # and select Link ticket. The confirmation says the call is completed and tied to that ticket.

A ticket needs a login linked to your HaloPSA agent. Without one the tab warns that ticket creation needs a Halo-linked agent account, and Create ticket is off. Creating or linking a ticket completes the call. Creating one also starts QuantumOps's analysis of the new ticket.

Wrap up

Under Wrap up, type your Call notes. They are saved when you leave the box. Then choose how the call ended:

• Resolved for a call you resolved on the call.
• No action when nothing was needed.
• Transferred, then enter where it went.
• Abandon for a call that was dropped.

Confirm with Complete call. The tab then shows Call completed with the duration, the ticket and your notes, and offers New call and Open ticket in Halo. A call that ends with a ticket is already completed, so you do not need an outcome as well.

Calls in progress

If you leave a call open, for example by switching tabs, a dot on More shows that a call is in progress. When you are not in a call, the Call tab lists your open calls under Calls in progress. Select Resume to go back to one.

A call survives a reload of the panel: the panel remembers which call you were on and opens it again.

When the phone hangs up before you have created a ticket or chosen an outcome, the call shows a Phone hung up chip and the message The call ended on the phone. Create the ticket or pick an outcome. The timer stops at the hang-up. Select Finish on the call to continue: create or link the ticket, or record the outcome.

Calls that open by themselves

When your organisation has connected its phone system, a call you answer can open in the panel by itself, already looked up by the caller's number. If you are on another tab, the dot on More lights up and the call opens when you switch to Call. A call you are already working on is never replaced by a new one. Connecting your phone system explains which calls do this.

Match your own recordings

On the idle screen, My recordings lists recordings from your own phone extension that are not matched to a ticket yet. It appears when call recordings are switched on for your organisation. It opens by itself when you have a few waiting.

1. For each recording, listen with the player and read the summary and transcript.
2. Select the AI's suggested ticket, shown as a ticket number and a match percentage, or type a ticket number in Ticket # and select Attach.
3. Confirm. QuantumOps posts the recording's transcript and summary to the ticket as a note.

To remove a recording from your list, select Dismiss. You can add a reason, such as a wrong number or a personal call, but it is optional. A dismissed recording can still be matched later in the web app. Matching your own recordings explains that page, and the Ticket tab shows the same recordings inside a ticket.

With no recordings waiting, the section says No unmatched recordings. You are all caught up. Attaching and dismissing need a login linked to your HaloPSA agent; without one the section says Link your login to a Halo agent to see the recordings on your extension.

Check your microphone

Microphone check is at the bottom of the tab and starts closed. It tells you whether your browser lets the panel use a microphone. Nothing is recorded: the check stops the microphone straight away.

1. Open Microphone check and select Check from the panel.
2. Read the result. Microphone available names the device. Not available says why, for example that the browser denied access, that no microphone was found, or that another application is using it.

In Chrome and Edge, two more buttons appear. Check in the background runs the check outside the panel. Grant permission opens a page headed Microphone access for QuantumOps. Select Allow microphone there and answer your browser's prompt once. When it says the permission is granted, close the tab and check again. Firefox shows only Check from the panel.

Related pages

• Taking a call is the same job in the web app.
• Call scripts and creating the ticket explains scripts and the ticket form.
• Connecting your phone system explains calls that open by themselves.
• Matching your own recordings explains recordings that are not matched yet.
• Verifying a caller explains caller verification.
• Finding your way around the side panel explains the panel.