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Open the matter from My Cases and select Log Call. Confirm the case name and number in the New Call drawer. This form records a call; phone-provider connections are managed separately under Integrations.

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Place a Teams call from a case

Log Call records call information; it does not dial. To place a call, use Call in browser or Call in Teams beside the calling controls. The Teams-app option also opens a note draft. After the provider call arrives, link the notes to that call when needed. You can also start from a directory contact or the New call phone icon in the top navigation bar. When Teams opens a draft with suggested contact and case details, review and correct them. Choose a case before saving a manual call draft, and use the actual person’s role in that case rather than assuming every call is with the client. For import delays, case matching, and recordings, see Review Teams calls and recordings.

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Identify the call

  1. Choose Inbound or Outbound to match the call direction.
  2. Select Contact Type / Role. The choices include directory categories such as Medical Provider, Insurance Company, Referral Partner, Vendor, and Other, as well as people on the matter.
  3. Enter or select the Contact Name. Check the actual person or organization rather than relying on the category alone.
  4. Set Call Date and Call Time to when the call occurred. Review the defaults before saving a historical call.
  5. Choose Call Outcome and enter a useful Call Summary.
New Call drawer on a fictional matter, with Inbound selected, Client role, and date, time, outcome, and summary controls.

The call drawer shows direction, contact identity, date, time, and outcome.

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Choose an outcome that describes what happened

The outcome choices include No Answer/Left Voicemail, Call Back Scheduled, Information Provided, Follow Up Required, Escalation Needed, and Other. Use the summary to capture what was discussed, any commitment made, and the next step. Review Log as Case Note if the call should also appear in case notes. Select Save Call, choose No, just log the call → Submit to finish, or choose a follow-up option and select Next. Complete the resulting task or scheduling draft if you chose one. Then inspect the saved call under the matter’s Records area. Confirm its direction, party, date, outcome, and summary. If follow-up needs an owner or deadline, review the resulting tasks and create a task or event as needed. An outcome label alone should not be treated as confirmation that follow-up was assigned or a call was placed. Use Cancel to leave without saving; if Presolve asks to discard the draft, confirm only when that draft is no longer needed.