Ease Connect automatically identifies incoming callers and associates them with customer accounts whenever possible. This helps team members quickly understand who is calling and access the appropriate account information more efficiently.

Caller recognition is based on the phone number used to place the call and any existing associations between that number and customer accounts in the EC system.

Each recognized caller type is identified by a unique icon displayed next to the caller's name in Ease Connect. Unknown callers are the only caller type that do not display an icon.

Caller Types

1. Unknown Caller

An Unknown Caller is a phone number that cannot be matched to an existing customer account.

This includes:

• Numbers that are not associated with any account
• Numbers that are not listed as a primary contact number on an account
• Numbers that have not been previously linked through Ease Connect

How It Appears

• No caller icon is displayed
• Caller information will be limited to the incoming phone number
• Account information will not automatically populate

Recommended Action

Agents should verify the caller's identity and locate the appropriate account manually if needed.

2. Primary Caller

A Primary Caller is calling from the primary mobile phone number associated with the account.

The mobile phone number on an account is always designated as the primary number within Ease Connect.

How It Appears

• Caller is automatically matched to the account
• A Primary Caller (P) icon is displayed next to the caller's name
• Account information is immediately available to the agent

Example

If John Smith's account lists a mobile phone number of (555) 123-4567 and he calls from that number, he will be recognized as a Primary Caller.

3. Additional Caller

An Additional Caller is calling from the secondary primary phone number associated with the account.

This typically occurs when:

• The account has both a mobile phone number and a landline or non-mobile number
• The caller is using the non-mobile number associated with the primary account holder

How It Appears

• Caller is automatically matched to the account
• An Additional Caller (A) icon is displayed next to the caller's name
• Account information is immediately available to the agent

Example

If an account contains:

• Mobile Number: (555) 123-4567
• Home/Landline Number: (555) 987-6543

Calls from the mobile number will be identified as a Primary Caller, while calls from the landline number will be identified as an Additional Caller.

4. Incoming Caller

An Incoming Caller is a phone number that has been manually linked to an account using the Switch Customer feature within Ease Connect.

These callers may not be listed as a contact number on the account but have previously been associated with the account through agent interaction.

How It Appears

• Caller is automatically matched to the linked account
• An Incoming Caller (I) icon is displayed next to the caller's name

• The account holder's name will appear in Ease Connect

  

Important Note

Special attention should be given when handling Incoming Callers.

Although Ease Connect displays the name of the account holder, the incoming phone number may not match any phone number stored on the account.

This occurs because the caller's number was previously linked to the account using the Switch Customer function.

Example

1. A customer calls from a phone number that is not listed on their account.
2. An agent uses Switch Customer to associate the call with the correct account.
3. Ease Connect remembers that association.
4. Future calls from that same phone number will display the account holder's name, even though the number itself is not stored on the account.

Recommended Action

Agents should verify the caller's identity before discussing sensitive account information, particularly when the displayed number does not match the account's stored contact information.

Caller Recognition Summary

Key Takeaways

• Caller recognition helps agents identify customers more quickly and efficiently.
• Primary Callers use the account's primary mobile number.
• Additional Callers use the account's secondary primary (typically landline) number.
• Incoming Callers are recognized because they were previously linked through the Switch Customer feature.
• Unknown Callers have no recognized account association and do not display an icon.
• Always exercise additional verification when working with Incoming Callers, as the displayed phone number in this instance does not match the primary or additional phone numbers stored on the account.