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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.