1. I have found it beneficial to document every incoming call, logging day of the week, date, time of day, name of the caller, name of the company, city and state from which the call is made, physical addresses if given, and any pertinent details of the conversation (e.g., "That person doesn't live here. Don't ever call here again".) That last tidbit will likely be ignored, but that's okay. It is documentation and information that you'll need on your record sheet.
2.