Step 1: All incoming calls will be served to the agent. A pop-up screen will appear containing the caller's information.
Step 2: The ZaiPhone will also appear at this stage. If the person has called before, their name will appear. If it is a new contact, only the number will appear. Click Answer to start communicating with the contact.
1. Existing contact
If the caller is an existing contact, you will be directed straight to their contact card. Here you will see your current conversation as well as all past conversations. You can toggle between conversations by selecting the conversation name from the conversation history. The conversations are grouped into closed (successful or unsuccessful) and open (pending or new) conversations.
2. Number matches with more than one contact
The contact may be unknown because there is more than one contact that matches the contact information – for example, two contacts might have the same home number. In this case you will be prompted to resolve which contact is correct in the course of your call.
3. Unknown Contact
When a contact is unknown, you must create a new contact.
Step 4: If the contact has more than one open conversation, the incoming interaction won't be auto-linked. Select the linking icon on the interaction history and select the open conversation to which it belongs.