How does CT integration matching of names work



  • 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


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


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


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.