When you receive an inbound call or make an outbound call, ContactWorld for Desk.com (CW4DC) searches for a customer record that contains the caller's telephone number or the number that you dialed.
If CW4DC finds a customer record, CW4DC pops the customer record, and creates and pops a new corresponding case record. CW4DC 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 CW4DC popping the newly created record. For information on creating a new customer record, see Creating a new Desk.com customer record.