When you receive an inbound call or make an outbound call, NewVoiceMedia searches Desk.com for a customer record that contains the caller's or dialed telephone number. If NewVoiceMedia does not find a customer record, you can create a record using the telephone number.
To create a new customer record while on a call, perform the following steps:
When NewVoiceMedia doesn't find a matching record, an Add new customer button appears.
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The phone number field contains the incoming or dialed number.
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