Idea ID: 2825964

Field with the value "user.phone" from the integration with CTI

Status : Waiting for Votes
Waiting for Votes
See status update history
9 months ago

Hi all!

We use a billing system that records all calls and dialogs. Customers can call from different phone numbers, and by the end of the month, billing and processed requests are verified.
For example, we cannot set multiple phone numbers for one client in SMAX, because the system has a limitation of up to 3 numbers - office, mobile, home. The big question is, if a client has several mobile numbers, why can't we specify them separated by some kind of delimiter- like a comma or a semicolon?

But customers can call from different phone numbers, we as an ISP cannot know all of our customers' phone numbers. 

And it is difficult for the operator to edit every customer account and assign all possible phone numbers to it.

It is very inconvenient that we cannot save the phone number from which the request was made to our contact center. And it would be great if we could fill this field with the value "user.phone" from the integration with CTI when creating a new request through Live Support.