How does CT integration matching of names work

giji · April 14, 2019, 8:44pm

Infos:

Used Zammad version: 2.9
Used Zammad installation source: package
Operating system: ubuntu 18.04
Browser + version: chrome, firefox latest

Expected behavior:

*after configuration of CTI (generic) it was excepted that instead of showing up just number in call log it would show the username of user with matching number.

Actual behavior:

the system just show incoming call numbers in call log instead of username

MrGeneration · April 24, 2019, 5:13pm

Put the caller id into the user it belongs to (either phone or mobile) and wait for the next call?

giji · April 25, 2019, 1:24am

the system is already pre populated with users from active directory and they have phone number assigned in zammad

MrGeneration · April 26, 2019, 8:32am

Can you please let me know what format those numbers do have within Zammad?
A screenshot of a user with some blurred out information would be a option too.

giji · August 2, 2019, 7:37am

i am very sorry for such a late reply but I managed to find the reason why the Intelligent caller ID search does not work as I intended, the reason seems to be the caller id number format , I am using Zammad for local help desk with users calling from local extensions like XXXX (4 digits ) when I change numbering format to 6 digits like XXXXXX then everything works

giji · August 4, 2019, 9:31pm

Should i post it as a bug on github?

MrGeneration · August 5, 2019, 10:21am

@thorsteneckel what do you think?
Personally my guess is that this has a good reason why we decided to ignore too short strings?

thorsteneckel · August 5, 2019, 11:37am

Hi @giji - your observations are right: Zammad starts to recognize phone numbers from 6 digits to up to 26. See the corresponding code here:

github.com

zammad/zammad/blob/bc38f1c1ae380bdf65f2dc6ca5cba9bd60a8000c/app/models/cti/caller_id.rb#L225-L232


def self.extract_numbers(text)
  # see specs for example
  return [] if !text.is_a?(String)


  text.scan(/([\d|\s|\-|\(|\)]{6,26})/).map do |match|
    normalize_number(match[0])
  end
end

From my understanding you have to change your CTI / telephone system to send the whole number instead of only the internal number / last digits. Having 4 digit numbers as phone numbers will end up with a lot of false positives when looking up numbers and might lead to unexpected behavior in some components.

giji · August 5, 2019, 12:06pm

Thank you for prompt reply . i will modify system as you recommended not a problem

just my two cents : from my understanding in corp environment extensions numbers are recorded in Active directory (for example) as is (like XXX or XXXX ) and from there imported in Zammad , then domain admin also has to modify records to add numbers in AD or somehow modify how Zammad import this records? in my case not a problem (few users and easy to change) but in case 100+ AD and other services tied to this accounts this would be quite difficult (not in terms of actions but consequences )

system · December 3, 2019, 12:06pm

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