Case Contact Number FAQ

Can I change a case contact number?

No. The system optimizes for the best available number in your area code.

How do I know if a call is routed from my case contact number?

Calls routed from your case contact number will have the case contact number in the Caller ID.

If my case contact number is in the Caller ID, how can I access the employee’s phone number?

Any employee with your case contact number should be part of that case’s dashboard and should have contact information included in their employee profile. However, we recommend collecting the name and number of any employee who calls your case contact number as a best practice.

I am getting phone calls routed from my case contact number but when I answer nobody is there.

With the Benefits Zone case contact line, there are occasionally calls that come from spam callers, much like any other spam call to your cell phone, you can ignore these people.

If you receive a call to your phone that is a spam caller, our system will automatically generate a new employee in your dashboard. This employee will display as "SMS Not Authorized" in the dashboard.