However whenever a chat comes to an agent PureCloud searches for the customer name and NOT for the phoneNumber. We have tried to add phoneType "Cell" but this doesnt help either.
How do we make PureCloud search for the phonenumber instead ?
You are correct in that PureCloud currently only searches for the external contact using firstName and lastName attributes and this is currently not configurable unless you were to implement your own UI using our APIs.
Can you help me understand the use case? I've had it on the list to get this improved, but more details from you would help. One thing we also want to do is to add a standard emailAddress attribute and search external contacts based on that attribute, if provided.
Were doing an integration with an external CRM system, which is doing a URL POP via the PureCloud Script module. Here we use the mobilenumber to search for a user in the URL POP. Users in the CRM system and in PureCloud External Contacts is the same.
However if the customer for some reason types a mobilenumber and a different name which also exist in both databases, you get two different customers, one customer in PureCloud and one customer in the CRM system. The two queries should search after the same thing, which is the mobilenumber, since the mobilenumber is more unique than a name.
Ofcourse this problem will not happen often, or at all, but theres a small chance it will.
Yes, if you could improve this by for example add an extra key value in the code or at the PureCloud tenant itself, to choose which external user data (name, mobile, address etc) to search for, that would be great.