I’ve tried to create my own popup and it works so far - it resolves the original issue that I can of course remove the hyphen from the number. However, I don’t have the same level of control about how the entity search happens. With the default caller id behaviour, I can select the department, however if I create my own rules, there is no way to do an entity search and specify the department. Ticket type isn’t enough. Also I have tried Load Entity and Change Ticket Entity to pass to the entity search but I end up with a ticket being created before going to the entity screen.
Is there a way I can just navigate to my entity search screen whilst also specifying the department?
My setup comprises of 2 departments - one for take away and one for delivery/collection. Take away doesn’t use customers at all and uses “create ticket” ticket creation method. I don’t want to change this. Then for delivery/collection I am using “select entity” ticket creation method. However if I am in the take away department when the call is received, it will try (and fail) to load the customer entity screen. Even if I allow that entity screen on the take away department, I then end up in the wrong department.
So if I look back at the original default behaviour, is it possible to use a regular expression match pattern that would also remove the hypen - as part of the match, or is that not possible? I’ve been spending hours trying to figure ways to do this, but regular expressions are not my strong point! I tested a few combinations and it looks like it’s not possible though.