SangomaCRM is a commercial module, so there’s not a lot of transparency into it from our (the users) persective. We may be able to help you with a setting or have a trick or two we’ve figured out, but since it’s not a ubiquitous feature, your chance of catching someone that has a similar problem is smaller than if you have a problem with FreePBX “in the large.”
One thing to double-check is that the phone number you are looking up is, in fact, spelled exactly the same as the one on your CRM database. Something as simple as dashes, spaces, county codes, or E.186 encoding can screw up your lookup. You might want to check that out before you submit a ticket, if only because you want to short-circuit the questions that will inevitably come back from Support.
There are a few directions you can go:
- You can submit a “Support” ticket for the commercial SangomaCRM package (through the “Support” link at the top of the page). Since this is a commercial package, you may also be able to get some telephone support as part of your support for it.
- You can submit an “Issues” ticket, but this would only be approriate if the module says that it supports alternate phone number lookups.
- You can submit a “Feature Request” ticket. This would lay out the course of action you’d like to see and how you think this capability enhances the operation of the system.
I’d pick one. I’d start with a support ticket and make sure the system is or isn’t supposed to do what you are expecting. If it turns out to be a setting or option that you missed (a possibility) then you’ve got your answer and can report back the solution to help out your karma.
If it turns out that this was an oversight in the design, they could extend your support ticket to solve the problem.
Now, just to make sure we’re on the same page - SugarCRM’s phone pop-up system has always supported the “all phone numbers” theory of operation, so the SangomaCRM module “missing” that would violate the Rule of Least Astonishment.