Callers list - SupportCalls can maintain the detail of the callers that request for support. The caller's email address is a mandatory field and should be unique for each caller that you entered. If there has to be phone calls to callers from within SupportCalls (say, from the outlook form), the phone and mobile need to be filled up. The mobile field is also necessary if callers have to receive SMS notifications in their mobile device. The department field has a restricted range ( as being a drop down field) i.e., it can take only take a value from the caller categories.

Default technician - Each caller entry can also take a default technician. This is useful if you want to dynamically assign this default technician to a case (just generated from an email or a web form submission) send by a particular caller (that exist in the SupportCalls callers list). This setup automatically triggers the notifications to the concerned technician in the form of email, SMS etc.

Caller Web Access (CWA) Password - To access the Caller Web Access (CWA) site from a web browser via the internet, the caller requires a password. This password is defined by the helpdesk manager when a new caller is added. Alternatively, it can be generated automatically when a new, non-existent caller is added to the SupportCalls callers list. The password can then be set to insert into the notification/confirmation email sent out to caller first time when a support case is logged from their email/call/web submission.

Import callers from Global Address List/Active Directory - Most likely, you might already have contact details of the callers in the exchange global address list. Use the 'Import...' button to display the address book and select those contacts that you want to import. The contact's name, email, department, company, address, telephone, mobile fields would be then automatically filled in the grid.