BACKGROUND:b ZOHO CRM linked into ZOHO, working "properly". Phone numbers in ZOHO CRM have been formatted to "713-555-1212". The caller ID formatting forces calls to come in as 713-55-1212 and this matches up fine and the inbound call is recorded under activity in the CRM contact. Outbound calls are forced to formatting of 17135551212 due to trunk requirements.
PROBLEM: When an outbound call is made the number 17135551212 is matched to the contact listed in CRM as 713-555-1212 and it creates a new contact with 17135551212.
RESOLUTION: Adjust ZOHO template to perform partial or "contains" or "ends with" search instead of "equals". This way the number would match 17135551212 or 7135551212 (with or without the country code).
Yes, I'm aware that we could modify our inbound CID with rules to add a 1 and then modify ALL the contacts to have a 1 but having a country code inside the US isn't that common like it is outside in EU for example.
PROBLEM: When an outbound call is made the number 17135551212 is matched to the contact listed in CRM as 713-555-1212 and it creates a new contact with 17135551212.
RESOLUTION: Adjust ZOHO template to perform partial or "contains" or "ends with" search instead of "equals". This way the number would match 17135551212 or 7135551212 (with or without the country code).
Yes, I'm aware that we could modify our inbound CID with rules to add a 1 and then modify ALL the contacts to have a 1 but having a country code inside the US isn't that common like it is outside in EU for example.
