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Support Article

When making outbound calls, Case notes does not appear



When users are making outbound calls on the numbers within an intent, the case notes do not appear in the current Case tab automatically.

Error Messages

Not Applicable

Steps to Reproduce

1. Launch an Intent.
2. Click on a phone number available on the intent screen and that gets copied to the CTI toolbar.
3. Call on the number and Hung up and then change the call status. The ‘Case Notes’ tab in the interaction driver is not getting updated with the call details.

Root Cause

Could see that the clipboard is getting updated with the call details in ‘CaseNotesList’ page. But to reflect it in UI, one should refresh the tab content.

One must have an explicit refresh on the ‘Case Notes’ tab based on a property which gets updated on the call status change.

Developer is setting the property ‘D_RefreshValues.CurrentCaseRefresh’ to the current time once the call status is changed. Use the same property as Refresh condition on the tab.


Perform the following local-change steps:

1. Set a property when changing the call status to current time.
2. Use the property as refresh condition on the tab.


Published January 20, 2017 - Updated December 2, 2021

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