An issue was identified recently around the searching for External Contacts, when a call is delivered to an agent. The issue I have is two fold, one being that if the Phone Number that the customer called from is either not know, and not already linked to an External Contacts Contact record, it will automatically add that number into the "Other Phone" field value.
The other part is that if the Phone number that is advertised to Genesys is Masked, that is the CLI for that phone number is hidden, that number will be shown as being similar to anonymous@10.0.0.1, and that value will be added to the "Other Phone" instead.
For a start adding a value like similar to anonymous@10.0.0.1 is technically completely incorrect and unusable, as there is no means to generating an Outbound call to that number, thus the platform's validation appears to be failing.
Secondly, it causes a raft of other issues, seeing ALL calls that are seen as coming from that generic phone number to suddenly be automatically linked, incorrectly.
I must also add that NONE of our agents have the ability to Edit, Add or Delete External Contacts Organization or Contact data records, so I know for certain it is NOT an Agent action causing this, it is the system, as it would seem.
Is anyone aware of a means to preventing the Cloud Platform from automatically linking Phone numbers to External Contacts Contact records, by simply performing a Manual Search, once a call has been delivered to the Agent, and then from the list of records returned, clicking the "Select Contact" button, as just doing that appears to result in the unwanted result, of an illegal or unwanted phone number being linked to the External Contacts Contact record, when we do NOT want that, and the value is potentially invalid.
I have searched Permissions, and so far have found nothing.