Identify an employee by any of their phone numbers

During an inbound phone call, Fusion Help Desk enables automatic identification of employees by performing a reverse lookup across all known contact numbers associated with an employee profile. The system matches the incoming phone number against any stored numbers, including work phone, home phone, mobile phone, or other registered contact numbers.

The feature supports automatic matching of phone numbers regardless which number the employee uses to place the call, making it flexible and reliable across different communication scenarios. This capability improves reduces handling time and enhances the overall user experience by streamlining the authentication process.

Steps to enable and configure

You don't need to do anything to enable this feature.

Tips and considerations

This enhancement requires use of the MCA (Multi-channel Architecture) as the means of connecting the phone system with the Fusion Help Desk application.