User guide

Taking notes on a Call Log entry 8-6
Chapter 8: Using the Call Log Folder
Wave ViewPoint User Guide
Taking notes on a Call Log entry
By clicking Notes in the bottom pane, you can take notes on a Call Log entry. Notes can help
you identify a call in the list or summarize important information about a call.
To take notes on a Call Log entry, select the entry, click in the Notes Pane, and then type your
notes. When you are done, you can press
Enter or click your mouse anywhere. The notes you
just created appear in the Notes column for that Call Log entry. You can enter up to 2000
character in the
Notes field.
Sending an e-mail message about a Call Log entry
You can create an e-mail message from a Call Log entry that is automatically preformatted with
call details. This can be useful for receptionists who sometimes need to send written messages
about a call.
To create an e-mail from the Call Log, select a call and choose
Actions > Send To. A new e-mail
message opens preformatted with call details. You can add optional notes or other information
before sending the e-mail.
A call result of “Blind transfer” or “Supervised transfer” is
displayed in a user’s Call Log only if the calling user performs
the transfer, not the called user. For example:
If user A calls user B, and then user A transfers the call to user
C, user A’s Call Log displays a “Transfer” result for the call.
If user A calls user B, and then user B transfers the call to user
C, user A’s Call Log displays the call’s result as “Connected”,
and user B’s Call Log displays a “Transfer” result.
See “Blind, supervised, and direct-to-voicemail transfers” on
page 5-11 for a description of the different types of call transfer.
Custom Data
Custom data, if any, associated with the call. Custom data can
be collected by IVR Plug-ins or Contact Center queues that
prompt the caller for information.
Call Details Columns (continued)
Column Description
Release 3.0
October 2012