Adding call notes to a call
When employees are speaking with customers, they can add notes to calls to share with other employees involved in the call. This ensures all employees have context on calls and know what information has been provided to customers upon call transfer.
When a call is being transferred to an employee, the soft phone display shows the most recent note associated with the call. When the employee answers the call, Contact Center Client appears on top of all other open applications and displays the Call Notes monitor. The monitor includes all of the call notes associated with the current call.
Employees can add notes each time a call is transferred, and employees on conference calls can add notes simultaneously. Each set of notes includes the employee's name and a date/time stamp. When an employee completes a call and answers a new call or closes the Call Notes monitor, all call note information is saved and included in the Lifecycle reports. Call notes are not preserved when a call is parked.
- Call notes are supported only for inbound calls.
- On the Soft phone configuration window, you can clear the Enable call notes check box to hide the Call Notes monitor and prevent call notes from being displayed. Optionally, you can enable the Bring to front check box to ensure call notes display on top of all other windows when calls are received.
- You must have Contact Center PhoneSet Manager or Contact Center Softphone open in order to view or add call notes.
- Time stamps are based on the 3300 ICP telephone system clock.
- 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.
- After Enter a new call note, type a note.
Call notes can include a maximum of 100 characters.
- Click Add.
The call note is added to the Call notes text box and is included in the soft phone display upon call transfer.