Incoming Call Settings
How to use Incoming Call Settings in Calls: access, working steps, fields, related records and troubleshooting.
Purpose and access
Use the configured telephony service and permitted calling account. Record the business follow-up in the relevant customer, supplier or support record. External calling access and charges are determined by the provider account.
This page is a record page in Operations & Support → Calls. Use the link above to open the configured destination; permissions are checked by the destination service.
Before you start
Prepare the required information: Call Handling Schedule.
Confirm the company, party, dates, units and source references that apply. Select existing links carefully and check for an existing record before creating a duplicate.
Working steps
- Open Incoming Call Settings from Operations & Support → Calls, or use ERP Search.
- Filter the list and open the relevant record. To add a record, use Add/New when your role provides that action.
- Complete the editable fields described below. Required fields and validation conditions must be satisfied; read-only values are set by the system or their source records.
- Add the required child rows. Review each row’s identifiers, linked records and values, using the child-table field reference below.
- Save the record and address validation messages. Reload and verify the saved values and relationships.
- Use any additional workflow actions only when the record and your role provide them. Saving this record does not automatically complete a related transaction or external action.
Field reference
These fields come from the installed ERP definition. Hidden fields and password inputs are omitted. Additional conditions, custom scripts and workflow rules can make a field required or read-only in a particular context.
| Field | Type / behavior | How to use it |
|---|---|---|
Call Routingcall_routing | Select Optional | Choose one of the configured list values. Status fields may be controlled by the record workflow.Available choices
|
Greeting Messagegreeting_message | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Agent Busy Messageagent_busy_message | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Agent Unavailable Messageagent_unavailable_message | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Call Handling Schedulecall_handling_schedule | Table Required | Add the relevant child rows and review required columns, quantities and references before saving. Linked record: Incoming Call Handling Schedule |
Child tables
Call Handling Schedule — child-row fields
| Field | Type / behavior | How to use it |
|---|---|---|
Day Of Weekday_of_week | Select Required | Choose one of the configured list values. Status fields may be controlled by the record workflow.Available choices
|
From Timefrom_time | Time Required | Record the time in the format accepted by the field. |
To Timeto_time | Time Required | Record the time in the format accepted by the field. |
Agent Groupagent_group | Link Required | Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship. Linked record: Employee Group |
Troubleshooting
- Not permitted: verify the account, role and source-document permission. Do not share an administrator login.
- Missing record or address: inspect the relevant Link or Dynamic Link fields; a matching title alone does not establish a relationship.
- Cannot save or change status: review required fields, read-only values, document status and the configured approval transition.
- Unexpected report or portal result: review company/date filters, source-document submission and the approved party or Employee link.