Allow Users to Add Notes to Calls

The Call Note feature lets your users attach tags and written remarks to calls, so any important details or decisions from a conversation are recorded alongside it. Because the notes stay with the call, they are easy to look back on later or pass along to a colleague. This page walks you through enabling the feature and choosing the call scenarios in which notes are allowed.

Requirements

Your Cloud Voice system must be running firmware version 84.18.0.102 or later.

Enable call notes

1. Sign in to the PBX (Private Branch Exchange) web portal and open PBX Settings > Preferences.

2. Switch on Call Note.

3. Choose the call scenarios in which users may add notes.

   Setting	What it does
   Calls from Queue	Queue agents can add tags and remarks during a queue call or in the wrap-up time (the pause after a call ends before the agent is offered the next one), and later review or edit those notes from the matching call log.
   Calls from Ring Group	Ring group members can add tags and remarks during a ring group call, and later review or edit those notes from the matching call log.
   Calls to Voicemail	Extension users can add tags and remarks to calls that were routed to their extension’s voicemail, from the matching call log.
   Calls to Extensions	Extension users can add tags and remarks during calls they answer, and later review or edit those notes from the matching call log.
   Outbound Calls	Extension users can add tags and remarks during outbound calls they place, and later review or edit those notes from the matching call log.

   Note

   For calls that reach a group voicemail, only administrators can add or edit the call notes, and they do so from the call detail records (CDR).

4. Click Save.

Result

Call Note is now active. Within the scenarios you enabled, users can tag a call with a pre-defined disposition code and jot down remarks to capture key information, either while the call is in progress or once it has ended. Users add and manage these notes from the Cloud Voice App.

Caution

Before your users can pick a code when adding a note, you must set up the disposition codes ahead of time. See Add Disposition Codes.

Note

When a call is transferred to another user who also has access to call notes, that person can view the earlier notes once they answer.

As an administrator, you can also review and, if needed, edit the notes for any call from the CDR details. Go to Reports and Recordings > CDR > CDR (Advanced), then click the details icon for the call you want.