Clio connector: internal extension calls match random Clio contacts by extension digits

App Connect v2.0.0 with Clio. On internal extension-to-extension calls, App Connect displays an unrelated Clio contact as the caller instead of the RingCentral user.

What we see

• Calls from ext 107 display as a medical provider company contact in Clio.
• Calls from ext 106 display as an individual client contact in Clio.
• Neither user's direct number (or any variation) exists anywhere in Clio. We scanned all ~5,500 contacts.

Root cause we identified

App Connect appears to search Clio with the bare extension number. Clio's contact search is a general text search, so "107" matches a contact whose street address contains "#107," and "106" matches a contact whose street address begins with "106." App Connect then displays the top result. Searching Clio's API with query=107 and query=106 returns exactly those contacts first.

Impact

• Every internal call shows a wrong name, which confuses staff.
• Call-pop opens unrelated client records in Clio.
• If internal calls were ever logged, they would attach to the wrong client or provider. Our "Multiple contacts: Skip logging" setting currently prevents this only because each extension happens to match several contacts.

What we checked

Admin Managed settings (Interface, Logging & records, Calls, CRM settings, Advanced features). We found no option to exclude internal or extension calls from contact matching.

Request

Internal calls should resolve to the RingCentral user, or skip CRM contact matching entirely. If there's an existing setting or a planned fix, please point us to it.