If the user exist but does not have any data that can be used to map the incoming call, you need to create a manual log that is mapped to the user in question. Here is how you do this:
1. In the Incoming call dialog click the Open dashboard button.
2.
Click the CT Integration button in the top
right.
CT Integration
3. Open the Profiles tab
4. Find the user that called and click the row – the user call log page opens
5. Click Add log button and enter data
6. Save log.
Note! A call can have the maximum duration of 24 hours. Therefor it is only possible to choose the next day in the date picker for the End time.