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This site was created as a place to share stories, tips, and troubleshooting help with ShoreTel/Mitel systems. ShoreTel/Mitel is obviously the MOST exciting VoiP platform on the market right now, and we realized there was no centralized place to discuss this platform, but now there is. Please feel free to join and share your experiences.

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  • Call Notes and Logging: Workgroup Needed?

    I've got a situation where a department in the company I work for needs to be able to add notes to the calls they make/recieve and their supervisors need to be able to see those logs. It's not exactly a call center as there's no call distribution, they just need to be able to keep track of what they've done.

    I know you can click on a call and hit "Properties" to add a note, which for the most part should work fine for them, but is there a way for the supervisors to see the call history without each user exporting their history and turning it in? Is the Workgroup Supervisor/Agent set up the solution I need?

    I've worked in a call center that's done this in the past but they had an app that wasn't tied to Call Manager.



  • #2
    These notes are stored in the CDR. You should be able to write/have someone write a custom report which can pull this out.


    • #3
      Call Manager Notes Bug or Feature?

      Just a word of caution when using the Call Manager Notes. If either party hangs up the call before you click "OK" to save your notes, they vanish into thin air.