Annotate Calls

You can add notes to calls (for example, "Urgent!") using the Notes field in the Source, Destination or Calls on Hold areas. These notes stay with the call until you release the call to the extension that the caller is trying to reach, or until the call returns as a recall.

You cannot add or edit a note in the Transferred Calls or Parked Calls areas because calls in those queues may be removed without warning when the call is answered. Any note you add to the call while it is in the Source or Destination area will be visible in these queues.

To add a note to an incoming or held call

  1. Answer or retrieve the call.

  2. Click the Notes field in Source, Destination or Calls on Hold display.

  3. Type the desired message in the Notes field, and press

    • ENTER to accept the message, or

    • ESC to cancel the message that you typed.

Note: You can modify the notes for a call by clicking the message in the Notes field, editing it, and then pressing ENTER to save the corrected message.
Note: The system automatically annotates calls with "hold for” information when you press Hold immediately after attempting to connect a caller to an unanswered or busy extension. See Hold and Retrieve Held Calls.