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.
URI/Command line - this option allows you to run the NSP CTI popup via the incoming call URI nsp://CALLERNUMBER for example nsp://042198595. If your system has possibility to invoke a request to a certain URI, it is necessary to set it up in the system and select the option in the NSP client.
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.