Add Notes to a Call

Call notes let you record details about a conversation without leaving the call screen. While you are on a call you can tag it with a disposition code and jot down a short remark, and once the call ends the same notes stay attached to its entry in your call log so you can look them up or refine them later.

Before you begin

A few things must be in place before the call note option appears in the app:

• Your phone system must be running firmware 84.18.0.102 or higher.
• Your administrator must have set up call disposition codes on the server and given your extension permission to use call notes.
• The Cloud Voice App must meet the minimum version for your platform:
  • iOS: 5.13.6 or later
  • Android: 5.13.8 or later

Add a note during a call

1. While the call is connected, tap Call Notes to open the call note panel.

   

2. Fill in the note with the tag and remark you want, then save it.

   

   1. Open the Select Call Disposition drop-down list and choose the code that fits the call.

      Note

      A disposition code is a short, predefined label that summarizes the call, such as its outcome or topic. Only the codes your administrator has set up on the server appear in this list, so if the one you expect is missing, check with them.

   2. In the Remark field, type a brief description covering the key points you want to remember.

   3. Tap Save.

What happens next

• A Save Succeeded message confirms the note was recorded.

  Note

  You can edit and re-save the note as many times as you need while the call is still in progress.

• If the call is later transferred, the next person who has call note access sees your most recent note once they answer.

  Tip

  Because a transferred call carries your note to the next agent, keep remarks clear and factual. A short, professional summary saves the receiving agent from asking the caller to repeat themselves.

  

• After the call, open its entry in your call log to read the note again or make changes.