The Customers tab in Ease Connect makes it easy for managers to quickly locate customer accounts and initiate outbound communication. This experience mirrors the Task / Inbound UI, providing the same familiar tools and functionality in one consistent workflow.

Note that this tab will only recognize Primary or Additional numbers associated with an existing account in the PMS. Unknown numbers or alternate contacts will not be recognized when searched. See Dial Pad Tab for more information on outbound communications with non-account numbers.

Initiating the Outbound Communication

1. Locate a Customer Account

1. Navigate to the Customers tab in Ease Connect.

2. Use the search bar to enter a customer name or phone number.

   

3. Select the correct account from the search results.

   

Important Note

All accounts associated with that number across all locations will appear when searched. To the restrict search by site, use the facility filter.

2. Start an Outbound Communication

1. Once the correct customer account is located, click Start Comms.

2. This will initiate an outbound communication session tied to that customer account.

Note: Starting Comms from the Customers tab mirrors the Task / Inbound UI experience.

3. Verify Account & Select Outbound Phone Line

1. Select which phone line to communicate from:
   • Mainline - the facilities phone number
   • Collections line (site-specific) - the phone number directly associated with automated collections communications
2. Confirm your selection and click Continue.

4. Use Communication Tools

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

• Outbound calling via dial pad
• SMS messaging
• Quick action links
• Hold functionality
• Dial pad (only usable during an outbound call)
• Pause recording

• Any other standard interaction tools

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

5. Create a Follow-Up Task/Closing the Task

1. After the interaction has ended, a resolution has been set, and any necessary notes have been put in, you may create a follow-up task that will be added to the existing task list by selecting Release as a Follow Up Task. See Working a Task article for more details on releasing a task. 

   

2. Tag the task for a specific team (if applicable) to ensure proper ownership of the follow-up.

         3. If no follow up is needed, click End this Conversation to close out the task without creating a follow up.

Task Visibility & Management

• Tasks created from the Customers page behave the same as all other tasks.
• They appear in the Follow Up Tasks list alongside existing tasks and will be marked "Outgoing".

• Team tags ensure tasks are able to be followed up with by the appropriate team when using the filters.