Customer should be identified based on all phone number fields - not just "mobilephone" field. Customer may have multiple phone numbers (e.g., landline, office, mobile) so we need identify based on all assigned phone numbers not just one field i.e. identify customer from telephone1, mobilephone, telephone3 etc..

Alternatively, let admin configure which fields should be used to identify the customer

In our current system, mobile field is not the primary phone field we use, so when we move to Voice Channel, customers will not be identified.