When you receive an inbound call or make an outbound call, ContactWorld searches Desk.com for a customer record that contains the caller's telephone number or the number that you dialed.
If ContactWorld finds a customer record, ContactWorld pops the customer record, and creates and pops a new corresponding case record in Desk.com. ContactWorld logs the call against that record.
If no matching customer record exists, you can create a customer containing the telephone number. Any future calls made from or to that number will result in ContactWorld popping the newly created record. For information on creating a new customer record, see Creating a new Desk.com customer record.
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