Internal email notification on Incoming / Outbound phone call

[legajer]

Hi,

i searched this forum and stackoverflow for this but can't find it.
As our agents are not constantly looking into the ticket system and only react when there is a notification received by email,
how can i create a notification email when an incoming or outgoing phone call has taken place.
The agent fills in the fields on this subject.
But i see in notifications no option or filter settings to get notificated when this happened.
Other agents or servicegroup needs to be notified when this happened.

Yes you can fill in Note also but that makes the list of articles only unnecessary bigger. Read less oversee-able. And is double work.
It only needs to send an email internally.

Any idea how to solve this?

Thanks a lot!

Best regards,
Legajer

[root]

Check the Article Options with the event based notifications. There is the possibility to filter incoming and outgoing calls, when the correct article were created.

[legajer]

Yes, thank you for that.
I was just checking some filter settings i have overlooked

So hopefully this will work, as i guess registrating an incoming phonecall or outgoing will create a new article.

Thanks a lot for your response.