Feature Summary:
Add the ability to configure the Salesforce record lookup method used by the RingCX integration. In addition to the current phone number-based matching, provide an option to use a Salesforce ExternalID field as the primary lookup key.

Business Need:
Some organizations maintain multiple Salesforce Leads or Contacts with the same phone number due to their business processes. With the current phone number-based lookup, RingCX prompts agents to select the correct record whenever duplicate phone numbers are found, which slows down the dialing process and increases the risk of selecting the wrong record.

Many customers already use a unique ExternalID field to identify records within their campaigns. Allowing RingCX to use this field for record matching would eliminate ambiguity and improve the agent experience.

Current Behavior:

RingCX searches Salesforce records using the phone number.
When multiple records share the same phone number, agents are prompted to choose the correct Salesforce record.
The lookup field cannot be changed.

Requested Enhancement:

Allow administrators to configure the Salesforce lookup field for RingCX campaigns.
Support Salesforce ExternalID (or another administrator-selected unique field) as the primary lookup key.
Maintain phone number lookup as the default behavior for backward compatibility.
If the configured lookup field does not return a match, optionally allow a fallback to phone number matching.

Expected Benefits:

Eliminates unnecessary record selection prompts for agents.
Improves agent productivity and call efficiency.
Reduces the risk of associating interactions with the wrong Salesforce record.
Supports organizations with duplicate phone numbers while leveraging unique identifiers already present in Salesforce.
Provides greater flexibility for customers with custom Salesforce data models.

Customer Impact:
The customer relies on Salesforce ExternalID values to uniquely identify records within RingCX campaigns. Because multiple records can legitimately share the same phone number, the current lookup behavior interrupts the agent workflow and requires manual record selection. Supporting ExternalID-based lookups would streamline their process and improve overall efficiency.