Logging Phone Calls
If the system is configured to create a call log activity for phone calls, you will see an activity in the inbox when you receive a phone call.
To log a phone call:
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When a call comes in, click the Accept button in the call popup to accept the call and begin working on it.
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In the Call Log pane text editor, take notes of the call.
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Change the customer details and the call type.
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Attach files to the call log by clicking the More button and selecting the Attachment option. The Attachments window appears. From here, browse to the desired file, select it, and click the Upload button to attach it to the activity. Note that the system replaces any special characters, like &*,$, % etc., in the file name of attachments with an underscore before it is displayed in the inbox. For example, a file named info&feedback.doc is renamed info_feedback.doc. You can attach more than one file at a time to an activity. Once you have attached a file, the pane refreshes to display files you have attached. To download and view the attachments, you can select the files here.
If you wish to remove any attachments, you must delete it from the Attachments window by clicking the Delete button.
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Add, view, or delete notes to the call log by using the Notes section of the Activity pane.
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While handling the call, if you use any knowledge article to answer the customers query, you can add that article to the call log by clicking the Add to Reply button in the toolbar. This adds the article ID and article name to the Call Log pane.
If the setting Allow classification to be added as text on reply pane for phone type activities is enabled, then any classification associated with the activity type, or with the articles added to the call log, or the classification associated manually with the activity, automatically gets added to the call log.
While handling the call, if you create another activity associated with the same case, then a note is added automatically to the call log indicating that a new activity was created. This happens only when the setting Allow related activity details to be added as text on reply pane for phone type activities is enabled.
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To save the details of the call, click the More button and select the Save option in the Call Log pane.
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Finally, you can send the call transcript in an email to the customer. If you do so, a note is added to the call log along with the activity ID of the email sent to the customer.
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Click the End button in the call panel to end the call and enter wrap-up mode. For more information about completing call activities, see Completing Phonecall Activities.
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