This guide provides step-by-step instructions on how to add or replace a phone number for an existing contact. It also explains how to create a new contact from scratch. This feature is useful when the displayed contact information is incorrect or when a contact calls from a different number.


Tip! There may be times when a call you are on doesn't display the contacts information or has the wrong information. This generally occurs when they have obtained a different phone number to the one stared in the system. This feature allows you to search for the correct contact and add/replace the number or create a new contact from scratch.


TABLE OF CONTENTS

Access the feature while on a call

1. Click on the contact menu button.


2. Click "Change contact".


3. A search box will appear allowing you to look for the lead by name, number, email, postcode or reference. The advance search option is also available by selecting the button on the right.


4. In the advanced search you can do partial match searches on multiple criteria. You can return from the advanced search by clicking the left arrow.

Create a new contact

Scenario A contact calls in and the details on screen don't match. You can create the contact on the system separately using this feature.


5. Click "Change contact".


6. At the bottom select "Create new contact".


7. Enter the contacts details.


8. Select the contact details type.


9. Enter the contact detail.


10. Enter a reference and address if relevant.


11. Click "Create Contact" to update the number with the contacts details.


Bear in mind if you create a new contact for a number that already exists in the system, the old contact for the number will still be there.

Add a new number to an existing contact

Scenario. A contact calls in on their home number which they have never used to contact you before. You need to add this number to the contacts existing details.


12. Click "Change contact".


13. Click the "Search Contacts..." field and search for the contact.


14. Click "add number" to add the number to the contacts details.


15. It is also still possible to create a new contact whilst in this view.

Replace a contacts number with another

Scenario. A contact calls in on a new mobile number having decided to change their number.


16. Click "Change contact".


17. Click the "Search Contacts..." field and search for the contact.


18. Once you have found the contact, hover over the existing number to replace and the "select" button will appear. This will replace the number selected with the new number the contact is talking to you on.


19. Note - It is also still possible to create a new contact whilst in this view.