Personal Settings
The personal settings, as the name suggest, are each
technician's settings that are applied to SupportCalls
system locally, i.e., the change in the personal settings
are not affected to the workflow of other technicians. The
personal settings differ from other administrative settings
in the followings:
- It is saved locally to the system's
registry, whereas other administrative settings are
saved on the exchange (SupportCalls Settings item)
- It is not affected by access control
mechanism (if enabled)
- It is not affected by folder
permission issue.
Allow Phone Calls
SupportCalls has built-in support for making phone
calls either using Skype or attached phone to
callers, technicians or contacts in your address
book. Each technician can choose either one of these
technique.
- Skype can be used to make internet phone
calls (VoIP) with a valid SkypeOut account. The
international call charges are reasonably prices
and make sense if you have a good internet
bandwidth for a quality voice over calls. Only
Skype version 2.5 and above are supported.
More on making calls with
Skype
- Each technician can also use a standard
phone connected to the system via a modem to
make outgoing calls from SupportCalls. If you
select this option, you will also have to specify
the particular communication port where the
modem is installed (COM). You can easily find
that out by going to Control Panel > Phone and
Modem Options > Modems tab.
More on making calls via your
attached modem
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Making non-due date appointments
in my personal calendar available to other
technicians
SupportCalls allows managers who assign due date to
cases to lookup the technician's personal mailbox
calendar for time availability and schedules from
within the Outlook case form. By default, only the
due-date specific appointments in the calendar is
visible to due date assigners. To allow all non
due-date appointments (eg. personal appointments)
available to the assigners, individual technician
can explicitly enable this permission. These
features only works when the administrator/manager
has enabled 'Automatically add due date
appointment into the technician's mailbox calendar'
in SupportCalls menu > Settings > Case Options
and that the particular managers/technicians has
permission over the assigned technician's mailbox.
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