Call - Watchers

Call Watchers

A Call Watcher can be managed by selecting Administrator >> Queues >> Manage System Queues >> New Call Watcher. (To configure the Call Watchers email, edit a particular Queue and select the Watchers tab).

A Call Watcher is a person who wishes to receive an email notification of any changes that occur to a specific Call.

A Watcher does not have to be a user of the system and is defined by an email address. E.g. a Manager at a remote site without access to the Help Desk or an employee/administrator overseas with access to an email account.

A Call Watcher receives an email notification each time the properties of a Call are changed. The email is based on a template known as the 'Call Watcher Template'. These templates are defined for each queue. Consequently the email that the Watcher receives is governed by the Queue that the Call is assigned to.

The Call Watcher Template is defined by a Subject and a Message. An example is given below:

Call Watcher example email Subject Code

Subject Example:

Call Assignment Alert For Call # [CALLID].

Note: in the example above, the Alert Notification Tag [CALLID] will be replaced with the appropriate call number, resulting in an email subject line that may look like this:

Call Assignment Alert For Call # 90146.

Call Watcher example email Message code:

Note: Double clicking the message box will display the HTML Editor allowing a user with no HTML experience to construct the message which is then converted to HTML in the message box.

Message Example:

VersaDev Support - Case Watcher Notification

Case Number: [CALLID]

Subject: [SUBJECT]

Action:

[ACTION]

Details:

[DETAILS]

This is a notification email sent by versaSRS. Please do not reply to this email.

Note: in the example above, the Alert Notification Tag [CALLID], [SUBJECT], [ACTION] and [DETAILS] will all be replaced with the appropriate fields.

Call Watchers

See Also