Configurable extension length for incoming calls via Generic CTI

Feature requests
1

  1. What is your original issue/pain point you want to solve?
    Currently, internal extensions with only 2 or 3 digits are not automatically assigned to the corresponding agent or customer for incoming calls via Generic CTI. According to the existing issue #4555 (CTI user matching with LDAP integration not working · Issue #4555 · zammad/zammad · GitHub), a minimum of 4-digit extensions is required for call assignment. This limitation causes calls to be misrouted and disrupts workflow.

  2. Which are one or two concrete situations where this problem hurts the most?

  • Internal phone calls where agents use shorter extensions cannot be correctly assigned automatically. Manual intervention is not possible because the system either does not recognize the calls or assigns them incorrectly.
  • Incoming customer calls from external offices using shorter extensions (e.g., from partner offices) are not automatically assigned, leading to missed or wrongly assigned calls, disrupting the work process.

  1. Why is it not solvable with the Zammad standard?
    The current Zammad standard, as highlighted in issue #4555, requires a minimum of 4-digit extensions for automatic call assignment. This limitation is hardcoded and cannot be adjusted. Reducing this minimum length or providing a configuration option for shorter extensions is not available in the standard.

  2. What is your expectation/what do you want to achieve?
    I expect Zammad to either make the minimum extension length configurable or allow the system to recognize and assign shorter extensions (2 or 3 digits). This would significantly improve workflows by allowing us to adapt to existing internal extension structures without having to change the extension configuration.