Make it easier for your reps to identify callers. When a customer dials in, use the
caller phone number to create an End User record so that reps always know who’s calling, even
for abandoned or missed calls. You can create or reuse the same End User record regardless of
which number the caller dialed.
Required Editions
This article applies to:
Service Cloud Voice with Amazon Connect
Service Cloud Voice with Partner Telephony
Service Cloud Voice with Partner Telephony from Amazon Connect
To view the Partner Telephony Contact Centers page:
Customize Application AND Manage Call Centers
OR
Delegated Contact
Center Admin
To create and manage a contact center:
Contact Center Admin (Partner Telephony)
OR
Delegated Contact Center
Admin
Match callers to End User records. You can later use Flow Builder to link the End User
record to a Contact.
From Setup, in the Quick Find box, enter Amazon Setup or
Parter Telephony Setup, depending on your telephony provider, and
then select Amazon Setup or Partner Telephony
Setup.
Turn on Match Callers to End User Records
Choose whether to override your phone channel number settings. When a caller dials in, an
End User record is created or reused based only on the number they called from (and not the
number dialed). Outbound calls aren’t affected and use the default phone channel.
After a rep identifies the caller and associates the End User record with a contact or
account, all future calls from that number are associated with that contact or account.
Note Channel-object linking and match callers to End User records don’t
work together. You can only use one or the other.
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