Hello,
First thing to check : do you have good test data for this ? After identifying customer and contact (in case of B2VB scenario), you should have at least a previous interaction record with a note maintained in it.
Then, you could check if some custom WebUI/IC development is the reason for your issue. In order to do this, you can set the following parameter to your user : WCF_IGNORE_ENHANCEMT. Set this user parameter to "A". Then disconnect and reconnect again to WebIC, and test again.
Finally, you may want to try if you get the same issue by using a standard business role, such as IC_AGENT.
Hope this helps,
Best regards.
Sylvain AGUETTAZ