[otrs] Triggering PhoneCallCustomer

Hi all, This is what should be a dead simple user-level question: How do I manually (as a user, via the interface) create a PhoneCallCustomer event? That is, once I've got an already existing ticket, how do I indicate that the customer has initiated telephone contact a second time for that ticket? Second, related question: How do I show that the customer emailed an address other than the otrs pop3 support@example.org address? That is, if the customer emails a tech directly? Thanks a lot, C