inbound calls not loading lead details

[atkins513]

I have an issue with a customer calling sometimes from the alt number on the lead, yet the system creates a new blank lead and doesnt load the lead that is already associated. This only happens when they are calling us back from an alt number, but still the same alt number that is on the lead. Any ideas on how to fix this or something i am missing? It does work sometimes, but doesnt others.

Does it have to anything to do with a #1 being added or not being added to the number by the incoming caller's phone provider for the caller ID display? and if so, is there an over-ride that will lookup the number regardless of whether it has a 1 or not?

Thanks, Much appreciated for all the help you guys give.

VERSION: 2.14-634c BUILD: 210421-2110

[carpenox]

use cidlookup with clean cid set to R10

[atkins513]

use cidlookup with clean cid set to R10

Thank you so much. Are all of these settings on each Inbound did? or is there a universal place to set all of it.

[carpenox]

u can set it globally through mysql but i am unsure of the query off hand, otherwise its one at a time