In addition to all the standard data stored against each telephone call (DID, CLI, Agent ID, Account Code etc), the MCS provides five custom fields that can be used to store extra customer specific information about a call. This information can be used in search filters to quickly find calls or added to reports. Examples of the type of information stored in these custom fields includes; customer reference numbers, order numbers, fault reference or ticket numbers.

Each of the custom tags can be given a custom name so that on the search and filter screens this description is displayed to the user. For example, Tag Field 1 could be renamed 'Customer Account No'.

Configuration

The custom tag descriptions can be changed at any time and the names on the filters will be immediately updated. To configure the custom tags:

1. Access the Site Settings -> Custom Tags configuration section
2. Enter the required description against each tag in the relevant area

The custom tags can be used to filter from within a Filter Details under the Customer Details tab, within Additional Filters  and they can also be configured to be displayed onto the Recording grid or within Reports.

Tagging Calls

The custom tag fields can be populated using one of three different methods:

• Using a Phone Manager Desktop Toolbar button or API
• Using the Call Recorder Client 'Tag' button
• Using the Call Recorder Client Web Service API

For more information about using any of the tagging methods, please refer to the relevant technical guide.