Support Shared Phone Numbers in Contact Mapping
A
Albert Lotito
The Voice AI system currently cannot map multiple contacts to the same phone number, which creates awkward interactions when calls originate from shared or office numbers. This is a common scenario for organizations with many facilities, such as nursing homes, where outgoing calls often use a default number. The lack of support leads to misidentification of callers and reduces the fluidity of voice interactions. The requested feature would allow the system to recognize and correctly handle shared numbers, improving accuracy and user experience during calls.
K
Kerri Caudill
If a specific contact can't be determined from stating their name, then just default to the CW PSA Primary Contact on record. It's how any Company match only tickets are handled for email parsing rules anyway. At least the Company would be sorted out, and sexy.
Same logic for unknown numbers, match Company First, then search for Contact, two-step. :)
B
Brian Trail
Another vote in support for multiple phone numbers.
M
Matt Nezbeda
Seconding this. It would be nice if it would recognize a shared number, apply the company, and if the user identifies themselves and their name also shares that number, it applies them as the contact. A large portion of our customers are not dialing in from a cellphone or DID.