How to use the Lead Lookup Tool on incoming calls
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1. Pull up an Unprocessed call/Answer incoming call
Occasionally, your customers will call in from a different phone number that the one listed on their account. Because the system matches these incoming calls by the phone number, in the event the customer calls from a different number, the customer will not automatically be pulled up. In this case, you'd want to use the "Change Customer" link, to pull up the existing customer. First, after accepting the call, click on the "Change Customer" link. This will be located next to the customer name, in the top center of the customer card.
2. Change Customer Link
