This article assumes you are logged into the Manager Portal as a Call Center Agent or Supervisor.

If you do not know your login name or password, please click here or contact CallHarbor Support.

Glossary

Setting up Call Disposition, Reason, and Notes

Add Call Disposition, Reason, and Notes

• Portal
• Web Softphone

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Glossary

Call Disposition - a label that describes the outcome of a call. Dispositions can have multiple reasons.

 

Call Reason - the reason why the call was made. Reasons belong to dispositions.

 

Call Notes - additional information regarding the call can be added.

 

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Setting up Call Disposition, Reason, and Notes

Call Dispositions, Reason, and Notes can only be enabled by CallHarbor Support. The request for enabling must come from a Call Center Supervisor or higher. Please contact CallHarbor Support, including:

• Your Name
• Your Company Name
• Your Extension
• The list of Call Dispositions to create
• Should the Disposition apply to inbound, outbound, or all calls?
• The list of reasons that belong to each disposition

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Add Call Disposition, Reason, and Notes

Portal

1. Select Call History

2. Locate the call in the call history list. Update the Filters if necessary.

3. Hover over the call and select the Add Notes icon

4. The Notes popup window is opened

5. Select the disposition

6. Select the reason

7. Enter any Notes

8. Click Save. Cancel will disregard

Web Softphone

On the web softphone, if call dispositions are enabled, a pop-up will appear at the end of the call automatically.

1. Select the disposition

2. Select the reason

3. Enter any Notes

4. Click Complete