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Merging contact records

If the caller has multiple contact records, you can merge them. Merging contact records combines all of the different pieces of information into a single contact record so that it can all be accessed in one place.

Before starting this task, ensure that you have started an inbound call, and that you are in the Inbound Call workspace.

To merge multiple contact records:

  1. Determine which contact will be the source contact and which contact will be the target contact.

    Note

    Both contacts must be the same contact type (person, company, or household).

  2. In the contact list, select the source contact.
    The contact's details are displayed in the contact banner area.
  3. Click the Action button  for the source contact and select Merge into.
    The Select Person dialog opens.
  4. Select the target contact that you want to merge the source contact into.
  5. Click OK to complete the merge.
    The Select Person dialog closes.

The contact records are merged.