How does CT integration matching of names work

anon29869905 · 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.