Adding call notes

When agents are speaking with customers, they can add notes to calls to share with other contact center employees involved in the call. This ensures agents and supervisors have context on calls and know what information has been provided to customers upon call transfer. If the call is transferred, call notes are preserved. Call notes are not preserved when calls are parked. See "Adding call notes to a call".

Note:
  • Before adding call notes, ensure the 'Display call notes' option is enabled in the Softphone configuration window. This option is disabled by default.
  • Call notes are supported only for inbound calls.
To add a call note
  1. As a call is ringing on your extension, on the soft phone display click Answer to answer the call.

    Contact Center Client appears on top of all open applications and displays the Call Notes monitor.

  2. After Enter a new call note, type a note.

    Call notes can include a maximum of 100 characters.

  3. Click Add.

    The call note is added to the Call notes text box and is included in the soft phone display upon call transfer.

Parent topic: Making and handling calls using Contact Center Client
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