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Phone number normalization

Phone platforms report numbers in different shapes — 4155551234, +14155551234, sip:4155551234@pbx — and inconsistent formats break user matching and make searching painful. Phone number normalization rules rewrite the caller/called numbers reported by the phone system into a consistent format (typically E.164) before conversations are stored, so extension matching and search behave predictably.

Where: Administration › System › Phone Number Normalization. The list shows each rule's Match Pattern and Rewrite To value, with Add, Delete, and per-row Edit.

Rules

Each rule is a pair:

  • REGEX pattern — a regular expression matched against the reported phone number.
  • Translation rule — the replacement, which can reference capture groups from the pattern.

The rules are stored as recorder settings shared by all recorders, and the numbers are rewritten as calls are captured — normalization does not retroactively change existing conversations.

A Test pattern page (linked from the rule editor) lets you try a pattern and translation rule against sample numbers before saving. Duplicate match patterns are rejected.

Tip

Normalize toward the same format you use for user extensions (see Extensions) — matching conversations to users compares the reported numbers against the extension list, so both sides must agree on one format.