Confirming callers

Confirm that you have selected the correct contact record for the caller.

The following task assumes that you have already started an inbound call, and that you have already navigated to the Inbound Call workspace.

To confirm the caller:

1. In the search area, find and select the contact record that matches the information the caller provided.

   Info

   If you have an integrated telephony system, the caller's contact record is automatically populated when you begin the call.

2. Ask follow-up questions based on the contact's record to confirm the caller's identity.
3. In the Caller field, click Confirm.

The caller is confirmed and their name appears next to the Caller field.