ID181 emails service call updates to your customers, when a call is entered, dispatched, arrived, completed and cancelled.
Depending on your global setting in the subscription of ID181, Variable Y indicates how the alert will run, either to SELECTED or ALL customers, this determines if you are automatically emailing all customers updates on their calls OR doing it on select customers only.
To turn the alert ON for a customer, when you have ID181 enabled in SELECTED Mode.
Customer Record / Custom Properties Tab / ZCJCallAlertsOnOff - set to ON
To turn the alert OFF for a customer, when you have ID181 enabled in ALL Mode.
Customer Record / Custom Properties Tab / ZCJCallAlertsOnOff - set to OFF
For large customers with multiple locations, you can set this Custom Property at the Parent Level which will automatically include the child location Level (unless overridden).
If there is an individual contact that doesn't want the emails but you want to keep the alert running for other contacts, you can exclude a contact by setting the Contact Category named ZCJNoCallAlerts on that individual Contact Record.
Note, the contact category may differ from ZCJNoCallAlerts. Your specific attribute name can be found in VariableX of your subscription to ID181.
November 2012 version or newer of the alert, allows you to override the default status' global setting, listed in Variable1, to trigger on. One customer may only want to be notified when the tech is dispatched, while others may want Opened/Dispatched/Closed.
If you are on an older version and want to be updated with the newer features, email email@example.com to requesting to upgrade ID181 to latest version.