The system for incoming calls relies totally on the user/contact having a phone saved against them. if a customer calls in from an unrecognised number they are assigned a random name (“Mint locomotive” for example) and flagged as a “Lead”. That call can then not be linked to any in-progress conversations or cases because the contact name doesn’t match.
Could the system be changed so that it is possible for the support team to change the contact against a call? That way it could be amended as required and the call could be correctly merged into the ticket/conversation that is being discussed.