Salesforce: Search for phone numbers with a prefix

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We recently installed the RingCentral app in Salesforce, expecting Salesforce to pop to an existing records page if they called or prompt us to create a new lead, contact, or account if it didn't recognize the number.

Unfortunately, it's not popping to existing record, and here's why: The RingCentral app identifies phone numbers in Salesforce because they populate the fields with a "phone" data type. It's what lets you click to dial and how the call center searches for matching numbers. The phone data type in Salesforce is designed to automatically remove the 1 in front of phone numbers in XXX-XXX-XXXX format.

So what's happening is when someone calls, the softphone is showing 1XXXXXXXXXX, the search algorithm can't find a match since there's no 1 in front of any of the phone numbers, and it automatically pops to the create a new record page. Not very helpful.

Here's something else that's interesting, we use desk phones and I used a coworkers cell to call my direct line. On my deskphone it showed up without the 1, but in Salesforce it had the 1 in front of the number. My cell showed up with a 1 in front my number on the deskphone and in Salesforce

RingCentral needs to modify the search algorithm to look for exact matches, as well as matches when a 1 is placed in front of the 10 digit phone number. Shouldn't be an issue since area codes are only allowed to start with 2-9 anyway.
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Alex Hower

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Posted 5 years ago

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Greg Shaw

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2 years ago and no reply.
I've just signed onto RingCentral, installed the Salesforce app and discovered this issue. Except that I think it's a bit wider than just deskphone versus softphone. I had a client's phone in Salesforce as +1(xxx)xxx-xxxx and the app couldn't find the client. If I remove the +1 it works (even with the '(' and '-'). The problem I have is that the phone number in Salesforce is no longer international. I need the country code to distinguish the country of the phone number. Not all my clients are in the US.
I think the search needs to be a whole lot smarter about country codes.
Is there anything that can be done?
Thanks, Greg.

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