Depending on which channel is used incoming calls are match to a NSP user registry using the following parameters/ fields in the User Profile:
Telavox – The caller number is matched to either Phone or Mobile phone.
Skype - The Skype account name is matched to Skype name. Free version of Skype only works up until Skype version 7.40. Newer versions are built not to allow integration.
Skype for Business (Lync) - The Skype for business calls are matched to Lync Address
Note! To be able to make this mapping between caller and NSP users these fields need to have values.
If you do not find these fields in your User Profile contact your system administrator.