Number Matching
Purpose
Automatically identify incoming callers by matching phone numbers against contacts, displaying caller names instead of just numbers.
How Number Matching Works
Benefits
- Instant caller identification
- Professional interaction (greet by name)
- Screen calls effectively
- Enhanced call logs with names
Matching Rules
Rule
Phone number must match exactly.
Example:
- Contact:
+1-555-0123 - Incoming:
+1-555-0123 - Result: ✓ Match
Rule
Match last N digits if configured.
Example (matching last 7 digits):
- Contact:
+1-555-0123 - Incoming:
555-0123 - Result: ✓ Match
Use Case: Handle different number formats (international vs. local).
Rule
Strip formatting and compare.
Example:
- Contact:
+1 (555) 012-3456 - Incoming:
15550123456 - Result: ✓ Match (after normalization)
Configuration
Enable Number Matching
Navigate to Settings
Go to Contacts > Settings and enable Number Matching.
Configure Matching Rules
Match Priority:
- Company Contacts (searched first)
- Personal Contacts (if no company match)
- No match (display number only)
Matching Method:
- Exact: Require exact number match
- Last N Digits: Match last 7-15 digits
- Normalized: Strip formatting before comparing
Multiple Matches:
- First Match: Display first found contact
- Most Recent: Display contact with most recent call history
- Prompt: Ask user which contact when multiple matches
Save Configuration
Click Save to apply settings.
Result
Caller names display automatically for matched numbers.
Number Formats
Standardizing Phone Numbers
Purpose
Ensure consistent number formats for reliable matching.
Best Practices
- Use E.164 Format:
+[country code][number](e.g.,+15550123) - Include Country Codes: Even for domestic numbers
- No Formatting Characters: Avoid spaces, dashes, parentheses in database
- Display Formatting: Apply formatting only for display purposes
Normalization Rules
Access Normalization Settings
Navigate to Contacts > Number Matching > Normalization.
Configure Rules
Remove Characters:
- Spaces, Dashes, Parentheses, Plus signs
Prefix Rules:
- Add country code if missing
- Remove leading zeros
- Add area code for local numbers
Example Rules:
- Local 7-digit: Prepend area code (
555→415555) - Local 10-digit: Prepend country code (
4155550123→14155550123) - International: Keep as-is (
+441234567890)
Save
Click Save to apply normalization rules.
Result
Numbers normalized before matching, improving match rate.
Phonebook Priority
Purpose
Control which phonebook is checked first for matches.
Access Priority Settings
Navigate to Contacts > Number Matching > Phonebook Priority.
Reorder Phonebooks
Drag phonebooks to reorder:
- VIP Customers (checked first)
- Active Customers
- Partners
- Vendors
- Inactive Accounts (checked last)
Save
Click Save to apply priority.
Use Case
Ensure VIP customers are identified first if their number matches multiple contacts.
Caller ID Display
Display Format
Configuration Options
Format Choices:
- Name Only: "John Smith"
- Name + Company: "John Smith (Acme Corp)"
- Company Only: "Acme Corp"
- Name + Department: "John Smith - Sales"
Custom Display Rules
Create Custom Rules
Navigate to Contacts > Number Matching > Custom Rules and click Add Rule.
Configure Rule
Select phonebook and configure display format with prefix/suffix.
Examples:
- VIP Phonebook: Display
"★ VIP - John Smith" - Vendors: Display
"Vendor: Acme Corp" - Internal Directory: Display
"Ext 1001 - John Smith"
Save
Click Save to apply custom rule.
Result
Caller ID displays custom format based on which phonebook contains the match.
Matching on IP Phones
Purpose
Display caller names on desk phone screens.
Requirements
- IP phone supports LDAP or XML phonebook
- Phone provisioned via auto-provisioning
- Contact visibility permissions granted
Configure Phonebook Sync
Navigate to Auto Provisioning > Select phone model, then enable Phonebook Sync.
Select Phonebooks and Schedule
Select phonebooks to sync to phones and configure sync schedule:
- On Boot: Phone downloads phonebook when it starts
- Periodic: Refresh every N hours
- Push: PBX pushes updates immediately
Save and Provision
Click Save and Provision.
Result
Phone downloads contacts and displays names for incoming calls.
Limitations
- Phone memory limits number of contacts (typically 1,000-5,000)
- Complex matching may not work on all phone models
- Updates may be delayed depending on sync method
Matching in Linkus Clients
Purpose
Display caller names in Linkus apps.
Configuration
Automatic - no configuration required
- All accessible phonebooks searched
- Real-time matching
- Displays full contact details on call screen
Features:
- Click contact to view full details
- One-click callback
- Add notes during/after call
- View call history with this contact
Troubleshooting
Possible Causes
- Contact doesn't exist in any phonebook
- Phone number format doesn't match
- User doesn't have access to phonebook containing contact
- Number normalization rules incorrect
Solutions:
Possible Causes
- Multiple contacts with same number
- Phonebook priority incorrect
- Partial matching too loose
Solutions:
Possible Causes
- Too many contacts (>100,000)
- Complex normalization rules
- All phonebooks searched every call
Solutions:
Call Logging with Names
Purpose
Store caller names in call logs and CDR.
Benefits
- Reports show caller names, not just numbers
- Export CDR with contact information
- Analytics by customer/vendor
- Historical context for calls
Enable Contact Names in CDR
Navigate to CDR > Settings and enable Include Contact Names.
Select Contact Fields
Choose fields to include:
- Contact Name
- Company
- Department
- Tags
Save
Click Save to apply settings.
Result
All future CDR entries include matched contact information.
Privacy Considerations
Anonymous Callers
Some callers block their number (displays "Unknown" or "Anonymous"). No matching possible for blocked numbers.
Configure Handling:
- Reject anonymous calls
- Accept but label as "Anonymous Caller"
- Route to special destination
Privacy Regulations
Contact data may be visible in call logs. Consider:
- GDPR, CCPA compliance
- Restrict CDR access appropriately
- Anonymize data for archived reports
Configuration Summary
Basic Setup
Contacts > Settings > Number Matching → Enable → Select matching method (normalized recommended) → Set match priority → Save
Advanced Setup
- Contacts > Number Matching > Normalization → Configure normalization rules
- Phonebook Priority tab → Order phonebooks by priority
- Display Format tab → Configure caller ID display
- Custom Rules tab (optional) → Create phonebook-specific display rules
- Save All
IP Phone Integration
Auto Provisioning > Select model → Enable phonebook sync → Select phonebooks → Set sync schedule → Provision
Result
Incoming calls display matched caller names across all endpoints.
Best Practices
- Maintain clean contact database
- Standardize phone number formats
- Remove duplicate contacts
- Regular data audits
- Limit phonebooks included in matching
- Use exact or normalized matching (faster than partial)
- Archive old contacts
- Monitor match rates and logs
- Display most relevant information (name + company)
- Prioritize VIP phonebooks
- Custom display for special contacts (★ VIP)
- Test with various number formats