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ZCC Contact Associations

These records can occur when HubSpot does not recognize the phone number associated with the caller.                                                                                                                                                           

 When you receive a ZCC record:
  1. Verify who you are speaking with and confirm the booking.
  2. Compare the phone number displayed in the ZCC record with the phone number listed in Odysseus.
  3. Verify the guest's information and update it, when appropriate.
  4. If the guest provides an email address, click the pencil icon next to the ZCC contact name and enter the email address in the email field.
  5. If the email address saves successfully, you may update the ZCC record with the guest's information.
  6. If the email address is already associated with another HubSpot contact, do not update the ZCC record. 
    Instead, associate the appropriate booking and continue creating the ticket.
  7. If the ZCC record cannot be updated, document the reason in the ticket notes (for example, the caller is using a secondary phone number).
The goal is to get into the habit of taking control of the call by verifying the information in both HubSpot and Odysseus and making sure we are working from the correct contact and booking whenever possible.