Contact match
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Route calls differently depending on whether the caller is saved in one of your phonebooks.
Contact match checks whether the caller’s number is saved in the phonebooks you choose. Calls from a saved contact take the Matches path, all others take Doesn’t match.
For example, send calls from existing customers straight to their account team, and play a welcome menu to everyone else.
Add it to your call flow
Section titled “Add it to your call flow”- Create a phonebook with the numbers you want to match, if you don’t have one yet.
- Drag Contact match from the Conditions group onto the canvas and click the gear icon.
- Enter a Name.
- Under Phonebooks, click Add, choose one or more phonebooks (or Select all) and click Add.
- Click Save, connect the paths, and click Apply configuration.
Settings
Section titled “Settings”| Setting | What it does | Default/notes |
|---|---|---|
| Name | Label on the canvas. | |
| Phonebooks | The phonebooks searched for the caller’s number. A match in any of them counts. | Required: add at least one phonebook. |
Call paths
Section titled “Call paths”| Path | When it’s used |
|---|---|
| Matches | The caller’s number is saved as a contact in at least one of the chosen phonebooks. |
| Doesn’t match | The number isn’t in any of them, or the caller’s number is hidden. |
If a path isn’t connected, the call ends.
How numbers are matched
Section titled “How numbers are matched”- The caller’s number is compared in both local and international format, so a contact saved in the PBX with or without the country code matches the same caller.
For example, 0412 345 678 and +61 412 345 678 match the same caller.
- Only the phone number counts. The contact’s name doesn’t matter.
- Callers with a hidden number always take Doesn’t match.
- If the phonebook lookup can’t be completed in time, the call takes Doesn’t match.
- When you import contacts from a file, save the numbers without a leading + (for example 61412345678 or 0412345678). Imported numbers keep the +, and the lookup compares digits only, so a number imported with a + doesn’t match.
Tips and limits
Section titled “Tips and limits”- Contacts take effect straight away. The phonebooks are searched while the call is coming in, so contacts you add or remove change the result on the next call, even before you apply the configuration.
- Changing which phonebooks are searched does need Apply configuration. Until you apply, the object keeps searching the phonebooks it had before.
- To route by area or state instead of by contact, use GEO routing. To refuse calls from certain numbers, use a Blocklist.