Telephony Call Type
Overview
Telephony Call Type – Business Overview
Telephony Call Type is a simple but important setup document in Dafater that helps businesses classify and organize phone calls. It defines the different categories of calls your teams handle, making call tracking, reporting, and performance analysis more meaningful.
What Telephony Call Type Is Used For
Telephony Call Type is used to label and categorize phone calls based on their business purpose. Instead of treating all calls the same, this document allows your organization to clearly identify why a call took place, such as sales inquiries, customer support, follow-ups, or complaint handling.
By using Telephony Call Type, businesses gain better visibility into call activities and can align telephony interactions with operational and customer service goals.
Prerequisites and Setup Requirements
Before using Telephony Call Type effectively, the following should be in place:
- A clear understanding of the different types of calls your business receives or makes
- Defined business processes for sales, support, collections, or customer engagement
- Agreement among teams on standard naming for call categories to ensure consistency
This setup is usually done once and reviewed periodically as business needs evolve.
Typical Workflow and Business Fit
Define Call Categories
Business users create Telephony Call Type records for each meaningful call category (for example, Sales Call, Support Call, Follow-up Call).Use During Call Logging
When calls are logged or reviewed, users select the appropriate Telephony Call Type to describe the purpose of the call.Reporting and Review
Managers analyze call volumes and outcomes by Telephony Call Type to understand workload distribution, customer behavior, and team performance.Process Improvement
Insights from call type analysis help refine customer engagement strategies and staffing decisions.
Key Business Scenarios Where It Is Essential
Customer Support Operations
Differentiating between inquiry calls, complaint calls, and resolution follow-ups.Sales and Lead Management
Tracking outbound sales calls versus inbound product inquiries.Collections or Follow-ups
Identifying reminder calls, payment discussions, or negotiation calls.Management Reporting
Understanding which types of calls consume the most time and resources.
Important Considerations for Users
- Keep call types simple and clear to avoid confusion during call logging.
- Avoid creating too many categories, as this reduces reporting clarity.
- Review call types periodically to ensure they still reflect current business operations.
- Train users on selecting the correct Telephony Call Type for accurate data and insights.
In summary, Telephony Call Type plays a vital role in helping Dafater users structure telephony activities, improve reporting accuracy, and gain actionable insights from everyday business calls.
Basic Information
- Module: Telephony
- Document Type: Other
Fields
| Field Name | Label | Type | Required | Options | Description |
|---|---|---|---|---|---|
| call_type | Call Type | Data | ✓ | - | Defines category of telephony calls for reporting and workflows in Dafater |
| amended_from | Amended From | Link | Telephony Call Type | References previous telephony call type record this entry was amended from |
Permissions
| Role | Read | Write | Create | Delete | Submit | Cancel |
|---|---|---|---|---|---|---|
| System Manager | ✓ | ✓ | ✓ | ✓ |
Related DocTypes
| DocType | Relationship | Module |
|---|---|---|
| Call Log | Linked from | Telephony |
| Telephony Call Type | Links to | Telephony |