Mapping Caller cause of new attribute phone


  • Used Zammad version: 3.5.0
  • Used Zammad installation type: UCS
  • Operating system: UCS
  • Browser + version: %

Expected behavior:

  • See Agent in Caller Log

Actual behavior:

  • See String submitted by PBX

Steps to reproduce the behavior:

  1. create a new attribute of type phone in user object
  2. enter the internal phone number, which is shown in caller log to the agent
  3. Still see the string from the pbx in the log instead of the link to the agent

I don’t know if the lookup works with custom attributes but I know it doesn’t work with phone numbers that are shorter than 4 digits. So if an internal caller is only signalled with 3 digits then it will not work. I solved this by transforming caller ids from internal callers to the international standard format in our zammad cti script on the pbx server. I also just renamed the Fax attribute to Phone 2 as there is no need for a Fax number and stored the internal numbers of our agents in international format there for the lookup.

1 Like

Luckily our internal numbers are 4 digits. So Fax will work? Ill try that. Thanks for the hint.

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