question

We have multiple Direct (partner) Phone Numbers routing into a Group.  If a consumer calls our partner's support phone number,  the call comes into our center to a Group called Fulfillment.  We need a way to be able to identify those Inbound calls by client name.  Originally, RC Support told us to download the numbers into the softphone Contacts List and it worked for a month but now its not but we haven't changed any setting. We have our setting marked to show us the number that was dialed but instead of showing us the client name along with that (as saved in our Contacts List), its showing us the callers name (which we do not have marked in our settings).  Please help!