Create a New Contact or Lead from an Unknown Caller

Occasionally, you will get a call where the number is unknown and there's no existing contact record in the database.

If you're using Digital Sales, this could also be a new lead. If you're using Service Center, it could also be a service customer calling from a different number than what's associated with the service request.

So, you've received the call, but haven't found an associated record. Here's what you do in this case:

1. After a call comes in from an unknown number, click Answer.

   The Unknown Contact page opens with the unknown number auto-filled in the Lookup Contacts and Leads search field (in Digital Sales), or the Lookup Contacts search field (in Service Center).

2. After you've entered the caller's name in the search field and there are no results, you can take notes in the Notes field, and end the call. You can also create a new contact or a new lead while you're on the active call, or after you end the call.

   1. To create a contact, click Create Contact. The Create Contact page is displayed.

   2. To create a lead (in Digital Sales), click Create Lead. The Create Lead page is displayed.

   3. In the form, fill out the required information and save the record.

      After the new record is created, the page refreshes and displays the Overview page (along with the Call panel) for the record you created.

      Note: Until you click Verify in the Call panel, the Search Again icon will be available for you to search for another contact. Click Search Again to go the Unknown Contact page and search for a new contact or lead.

   4. Click Save.