Unfortunately I still don’t have a solution. What I tried in the other post that is linked was to use a custom workflow so I could alter the number, however that came with other issues and in the end I had to abandon it because the other issues were more of a problem.
The reason I personally couldn’t use the custom workflow was because there was no way to set the department when doing an entity search. On my base setup, I have 2 departments (Take Away and Delivery / Collection). I need those from Caller ID to go into the Delivery / Collection department regardless of what Department the user is currently in. The default behaviour allows this (the properties include the Department) but there is no Actions that allow this change. Ticket Type is not enough - I need it to also specify the department. We have spent a long time perfecting our setup in the way it currently works so changing the entire workflow just to handle this Caller ID issue is really not an ideal option.
If the system is only for storing in SambaPOS it isn’t really an issue. But like @Terence_Lai says he wants to integrate with online ordering (GloriaFood) and for that it will cause a problem since you will get the number from GloriaFood without any - which the customer entered, and it won’t match up with an existing customer on SambaPOS. This is very important when maintaining consistent data on SambaPOS no matter what channel the customer comes from. Especially as we also have a loyalty card system setup and we are using SambaPOS as the main database for storing loyalty point balances, so online orders need to match existing customers so they get collect their loyalty points automatically from online orders.
Currently I am investigating manipulating the GloriaFood script I am using (I have a custom one I have made quite a few changes to) to actually add a - into the phone number, so then the number coming in from GloriaFood will match that from the Caller ID. I really do not like having to do that, but it’s the best I have so far unless I can come up with something better.