Add Notes to a Call

Call Notes let you record context while you are on a live call and revisit that detail later. During the conversation you can tag the call with a disposition code (a short label that classifies the outcome) and jot down a free-text remark, then find and adjust those entries in the call log once the call has ended.

Before you begin

Two conditions must be met before Call Notes is available to you:

• The PBX (Private Branch Exchange, the phone system) server must be running firmware version 84.18.0.102 or newer.
• Your system administrator must have defined call disposition codes on the server and granted your extension permission to use the Call Notes feature.

Caution

If either condition is not met, the Call Notes control does not appear during a call. If you do not see it, ask your system administrator to confirm the firmware version and that your extension has Call Notes permission.

Add a note during a call

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

   

   Note

   The Call Notes control is only available during a live, connected call. It does not appear before you place or answer a call, or after the call has ended. To work with notes once a call is over, use the call log instead (see “What happens next” below).

2. Use the side panel to tag the call and record any details you need.

   

   a. Open the Select Call Disposition drop-down and choose the code that best fits the call.

   Note

   Call disposition codes are predefined labels your administrator sets up (for example, “Resolved”, “Callback needed”, or “Wrong number”) so calls are categorized consistently for later reporting and review.

   b. In the Remark field, type a brief description that captures the key information.

   c. Select Save.

What happens next

• An Operation Succeeded message confirms that the note has been saved.

  Note

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

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

  

  Tip

  Only the latest saved note carries over on a transfer. Before you transfer the call, save again so any important detail you just added is what the next person sees.

• After the call ends, open Call Logs to read or edit the notes you attached to that call.