Article ID: 197416 - View products that this article applies to.
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When you initiate a phone call from a contact's record, Outlook records the call in the Journal folder. However, it may not record the call on the Journal tab in the contact's record.
You have filed the contact under one of the following options assigned to the "File As" field at setup.
Company, (Last Name, First Name)
Custom (any entry that was added manually)
The Contact Is Not Filed by a Default NameWhen you set up a contact record, the system generates two File As field names based on the contact's name as entered. Entering the contact's name as "John B. Doe" generates names of "John B. Doe" and "Doe, John B." Using either of these names in the File As, field results in logging phone calls to the contact's Journal page. However, phone calls are not logged to the contact Journal page if you change the name in the File As field to anything else.
Set Up a New Contact Record
Make a Phone Call to the Contact
View the Journal Entries