Ease Connect - Dial Tab

Overview

The Dial Pad page in Ease Connect has been updated to unify outbound manual calls with all other interaction types. This new experience ensures consistent functionality across calls, SMS, quick action links, and task follow-ups, regardless of how the interaction is initiated.

The Dial Pad now mirrors the Customers tab flow once communication is started, creating a single, consistent interaction experience across Ease Connect.

Demo Video Here:

Ease Connect - Dial Tab

Key Enhancements

• Unified UI for manual outbound calls and other interaction types
• Consistent tools and functionality across all communication avenues
• Ability to create follow-up tasks directly from the Dial Pad workflow

• Improved account verification before initiating communication

   

How to Use the Dial Pad Page

1. Select a Facility

1. Navigate to the Dial page in Ease Connect.
2. Select the appropriate facility for the outbound interaction.

3.  Search for a Customer Number by entering the customer’s phone number 

3. Select the Correct Customer Account

1. If the phone number is associated with multiple customer accounts, review the results.
2. Select the correct account before proceeding.

3. Click Start Comms

   

Note: After Start Comms is selected, the experience mirrors the Customers tab communication flow.

5. Verify Account & Select Outbound Phone Line

1. Verify that the correct customer account is selected.
2. Choose which phone line to communicate from:
   • Mainline
   • Collections line (site-specific)
3. Confirm your selection to proceed.

6. Use Communication Tools

During an active communication session, users have access to the same tools available in the Customers tab and Task / Inbound UI, including:

• Outbound calling via dial pad
• SMS messaging
• Quick action links
• Hold functionality

• Any other standard interaction tools

  

This ensures a consistent experience regardless of how the interaction was initiated.

8. Non-Tenant Outbound Call

Numbers searched that are not associated with an existing account will appear as Unknown however the same functionality exists. 

7. Create a Follow-Up Task

1. During or after the interaction, create a follow-up task as needed.

   

2. Tag the task for a specific team to ensure proper ownership.

   

Task Visibility & Management

• Tasks created from the Dial Pad page behave the same as all other tasks.
• They appear in the Task List alongside existing tasks and will be marked "Outgoing".

• Team tags ensure tasks are routed to the appropriate team for follow-up.

  

8. Non-Tenant Outbound Call

Numbers searched that are not associated with an existing account will appear as Unknown however the same functionality exists.