Hi there
In my case I have and inbound call center and I do not use the forms to fill in data. But as I see it, you will only have chance to fill in the form ONLY when the call is active, so for that to happen the agent has to ask the calling person to PLEASE HOLD and do not hang up until it finishes filling in the data in the form.
By the way, how do you recover and see the forms once they are filled?
Waiting for your comments
David Medina