Mitel Version 5.7 SP1 Adding call notes to a call

Using Contact Center PhoneSet Manager and Contact Center Softphone 369
Placing calls on hold
To place a call on hold
• Click Hold (red oval button).
Retrieving calls
You can retrieve a held call, or retrieve a call when a call is camped on to your extension.
To retrieve a call
• Click Retrieve.
Adding call notes to a call
When agents are speaking with customers, they can add notes to calls to share with other contact center
employees involved in the call. This ensures agents and supervisors have context on calls and know what
information has been provided to customers upon call transfer.
When a call is being transferred to an agent or supervisor, the soft phone display shows the most recent note
associated with the call. When the agent 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.
Agents can add notes each time a call is transferred, and agents on conference calls can add notes
simultaneously. Each set of notes includes the agent’s name and a date/time stamp. When an agent
completes a call and answers a new call or closes the Call Notes monitor, all call note information is saved
and appended to the Lifecycle reports.
NOTE:
• 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.
• You must have Contact Center PhoneSet Manager or Contact Center Softphone open in order to view
or add call notes.
• For 5000/Axxess configurations that use CT Gateway, time stamps are based on the Enterprise
Server’s PC clock. If the 5000/Axxess configuration includes remote servers, then time stamps are
based on the remote server’s PC clock. For the 3300 ICP, time stamps are based on the telephone
system clock.
To add a call note
1. 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.
2. After Enter a new call note, type a note.
Call notes can include a maximum of 100 characters.
3. Click Add.
The call note is added to the Call notes text box and is included in the soft phone display upon call
transfer.