Calls that are initiated outside of RingCentral or Zoom can be entered manually and tracked in Neos.
NOTE: You must have Add permissions to General > Communications Center.
To add a new inbound or outbound call to Neos, click the New Call Log button on the top right of the Communications Center. Enter the following fields. Required fields are denoted with a red asterisk. [screenshot]
Staff – This required field defaults to the signed-in user. Use the dropdown to select a different active staff member.
Direction – Select whether the call is inbound or outbound. This is a required field.
Date/Time – Select the date and time that the call was initiated. The current date and time (when the New Call Log button was clicked), using the Time Zone from the employee's profile will display by default.
Time Spent – Click the clock icon to enter the hours, minutes, and seconds for the length of the call. Use the popup to enter time or select the arrows for the total time spent.
Contact – Type to search your Neos database for the name associated with this call. This is a required field. The Select a Contact window will display. Click the Select button to choose that name and it will display in this field. [screenshot]
Phone # – Enter the phone number of the caller. This is a required field.
Case/Intake – Use the dropdown to select the Case or Intake associated with the Contact. This is a required field, so the name must be listed as a Party in a Case and/or an Intake.
Purpose - Use the dropdown to select a call purpose from the Purpose Mini Directory.
Notes – Include any notes about this communication.
Click the Save button to create the new manual call log. To cancel all changes, click the Discard button. To close the detail view of the call log, click the pinch icon.