When a call is received by an agent, if a phone number is recognize within the client database, the contact or account with the same phone number than the incoming call is associated to the conversation on call.

For now, if the phone number from the incoming call is shared by multiple contacts/accounts in the database, there is no such behavior.

What we want in this situation is to show the list of contact sharing the phone number for exemple, allowing the agent to select the contact/account to associate to the conversation on call.

The documentation of the existing behavior is : https://learn.microsoft.com/en-us/dynamics365/customer-service/record-identification-rule,

It specify that there is no such behavior at the moment, when more than one contact is identified : "If more than one account, contact, or case is identified, the record won't be linked to the conversation."