The system does not have any accommodation for multiple users having the same phone number.
For example is multiple users all have the company number set against them, all calls will come in showing as being from the same user.
The result is that a user will call in to follow up on their open Support Ticket but it is impossible to merge the call into their ticket because the call gets flagged under the wrong name.
Example:
“matt” has an open support ticket for company AAA. All the user for that company share the same number so when “Matt” calls in to follow up on his ticket the calls shows as coming from “julie”. This means it is impossible to merge the call into Matts cases as the system only allows you to merge calls into cases were the contact matches.
A suitable fix would be to allow the merging of a call into ANY conversation or ticket. When clicking on Merge you would enter the ID of the destination ticket and be able to merge it (maybe a warning of “the contacts for the call and ticket do not match, are you sure you want to merge?”).
This would be a massive time save as currently the only workaround is to work the inbound call as normal and close it, then take a copy of the URL for the call and paste int into the internal notes of the ticket.