Overview
The Calls Module has been introduced as a separate module in Release 6.2.0 to allow for ease of use and access. Use the Calls module to log, view, and import calls.
Call actions
The Actions bar on the Calls tab displays the following options:
Log Call. Click this option to record the details of a call as described in Scheduling Calls.
View Calls. Click this option to view and manage calls as described in To manage calls.
Scheduling Calls
You can schedule calls with users, contacts, and leads. Scheduling a call in Sugar enables you to create a record of the call along with information regarding the subject of discussion, the participants, the time period, and the status. After you save this information, you can send out an invitation to all the participants immediately or at a later date. You can create a note or add attachments before or after a call occurs. After you complete a call, or if you cancel it for any reason, you can update its status.
When you create the call, the Calls page displays the following sub-panels:
Scheduling. The Scheduling sub-panel displays details such as the name of the attendees, the day, and the time of the call. If other calls are already scheduled, the busy time is blocked out and colored blue. If there are scheduling conflicts, the busy time displays as a brown block.
Add Invitees. You can use the Add Invitees sub-panel to find users that you want to invite as described in To add invitees.
To schedule a call
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Select Log Call from the Actions bar of the Callstab.
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2.
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Enter information in the following fields:
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Subject. Enter the subject of discussion.
Start Date & Time. Click the Calendar icon and select the date or input the data manually. Select the time, in hours and minutes, from the adjoining drop-down lists.
Status. Select one of the following from the drop-down lists:
Inbound. Choose this option if it is an inbound call.
Outbound. Choose this option if it is an outbound call.
Planned. Choose this option if the call is scheduled to take place.
Held. Change the status from Planned to Held after a call is completed.
Not Held. Change the status from Planned to Not Held if a call did not occur for any reason.
Related to. Enter or select the name of the related record such as an account, opportunity or contact from this drop-down list.
When you type a character in the field, the system performs a quick search of possible values and presents a list of values starting with that character. Typing additional characters restricts the search results. When searching for a name, Sugar respects the Name Display Format setting on the User Preferences page. If the setting specifies “s f l” (Salutation First Last), then Sugar displays a list of first names that start with the specified character. For example, if you enter “A”, the system displays first names starting with “A”. Similarly, if the Name display format specifies “s l f”, then the system displays last names starting with “A”.
Duration. Enter the number of hours in the adjoining box and select the number of minutes from the drop-down list.
Reminder. Select this box and specify the time from the drop-down list to send a reminder when a call is due. The system will send a reminder to all participants at the specified time.
If you set a default time for reminders on your User Preferences page, Sugar will implement it when you do not set a reminder during call creation. This default time displays in the Calls Detail View page and can be modified in the Edit View page.
Description. Enter a brief description of the purpose of the call.
Assigned to. Specify the user who is assigned to the record. By default, it is assigned to you. To assign a different user, click Select to select from the Users list.
Description. Enter a brief description of the purpose of the call.
Add Invitees. Enter names of the participants of the call as described in To add invitees.
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Click Save.
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4.
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Click Send Invites to send an invitation to the participants.
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To create a copy of the call, click Close and Create New.
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This closes the original call and changes its status to Held. The new call retains all the information of the original record except for the status, which by default is set to Planned.
To add invitees
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In the Add Invitees sub-panel of the Call Detail View page, enter all or any of the following information for a user, contact, or lead:
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First Name. You can add a letter, a whole name, or a partial name.
Last Name. You can add a letter, a whole name, or a partial name
Email. You can add a letter, a whole address, or a partial address.
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Click Search.
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The system displays the search results below with an Add button next to each name on the list.
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Click the appropriate Add button to send an invitation to the user.
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The list of invitees displays in the Scheduling sub-panel.
Managing calls
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To sort a List View, click any column title which has the
 icon beside it; to reverse the sort order, click the column title again. |
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To update information for some or all calls, use the Mass Update panel in the Actions drop-down list of the Calls List View as described in Editing and Deleting Multiple Records.
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To import a list of calls, select Import Calls from the Actions bar of the Calls tab. For more information on importing data, see Importing Data.
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To view the details of a call, click its Subject on the Calls List View.
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To edit a call, click Edit on the call’s Detail View page, revise the information and click Save. Associated information such as Contacts, Users, Leads, and Notes are displayed in sub-panels.
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To duplicate a call, click Duplicate in the call’s Detail View page. Duplication is a convenient way of creating a similar activity. You can change the information in the duplicate record to create a new activity.
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To delete a call, click Delete on the call’s Detail View page, and then click OK.
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To find a specific call in the list, enter the subject or the contact name in the Search sub-panel above and clickSearch. To search only your records, select the My itemscheckbox.
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To perform an advanced search with additional search filters such as related record, click Advanced.
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To edit a related record, click the Edit icon for the related record in the sub-panel of the Detail View, make the changes, and click Save.
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To remove an association with another record, scroll down to the related record in the call’s Detail View, click therem icon, and then click OK.
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