Sometimes an existing customer or lead will call in from a number not associated with their account. They will appear as unknown in the system when this happens. You can use the Switch Account feature to connect this number to the existing account. 

This can be done in 2 days:

1. Customer search from an unknown caller
2. Switch customer in-call feature 

Important Notes

Do not use this feature while actively on a call with a number/customer that is not associated with the account selected. When switching to another account while within a call, it will create an automatic link between that inbound and the account switched to for all future calls from that number (these calls will show with the Incoming (I) icon moving forward, explained in the Recognized Phone Number Types article). 

Switching customers should only be used if the inbound number should always be associated with the selected account.

Customer Look Up

1. To connect this call to their account, select Look for an existing account.

2. Search for the phone number associated with the customer's account. 

3. Locate the correct account. Note that this will search across all locations. Be sure to select the correct facility and account, if the customer has multiple.

The system will provide a warning if the account selected is not within the same location of the caller. 

Unlinking Accounts

If a customer's number has been mistakenly linked to another customer's account in EC in one of the above ways, the link can be broken by relinking the customer's number back to their own account. 

This can be done in 2 ways:

1. If actively on a call with the customer click the Switch Customer option. 

2.  Search for the incoming caller's phone number and select their account. 

3. This will relink their number back to their account and remove any existing link. All future calls will match this number to the customer's account.

Switch Customer In-Call

This can be used while in call with an unknown call or an existing lead/customer.

1. Select the 3 dots menu in the top right corner of the call and select Switch Customer. 

         2. From here the user experiences mirrors the customer search detailed above.

Important Note:

1. Customers will be searched across the entire organization, not just the facility the original call was from.
2. Do not use this feature while actively inside an unassociated account. When switching to another account while within a call, it will create a permanent link between the number that called in and the account switched to for all future interactions.
3. Customers cannot be swapped for SMS alerts; lead follow up tasks or move out tasks.