When a Case or Intake is assigned to a Call Log, using the Assign Call window, Neos will automatically create a new Note entry with those details.
NOTE: The exact date/time of the phone call now matches the linked Note entry that is created. Field data can be changed manually as needed, however, all imported call logs with created Note items prior to the December 2023 release will not be backdated to reflect this enhancement. Contact Neos Support for information on a paid data request.
Select the Note to display a preview side pane of that Call Log. The top section displays the note ID, Type of note = Phone Call, Date/Time that the Call came in, Staff assigned to the Call Log, Topic (Phone Call, by default), and the ability to add Attachments. The middle and bottom sections display the same details from the preview pane in the Communications Center.
Click the Details button in the side pane or double-click the note entry from the list view to access the detail view. Click the three-dots button to Call Back the contact or to Delete the note.
Note Detail View
Entry ID – The next sequential entry ID is assigned to the new Note.
Date – Displays the date and time that the Call was initiated/came in.
Staff – Displays the Staff assigned to the Call Log.
Topic – Displays "Phone Call" as the default Case Note Topic. "Phone Call" is a new standard topic in the Case Note Topics Mini Directory and cannot be deleted or marked inactive.
Attachments – Click Add to include any documents relating to this Call Log.
Call Log Detail View
Phone Call – Label to designate this Note was created from a Phone Call.
Direction type – Label to designate an Inbound or Outbound call.
Date/Time – Displays the full date and time of the call.
Time Spent – Displays the total of the call in hours, minutes, and seconds.
Contact – Displays the assigned name or contact and their phone number.
Staff – Displays the Staff assigned to the Call Log and their phone number from Staff Profiles.
Purpose – Displays the assigned Purpose from the Purpose Mini Directory.
Note – Displays call notes from the Call Log.
Click a hyperlinked phone number to display the RingCentral or Zoom Phone widget in Neos and immediately dial the Contact or Staff. You may also click the Call Back button on the top right to immediately dial the Contact.