How FreJun Determines the Relevant Zoho CRM Record for a Shared Phone Number?

How Does the Phone Number Lookup Work?

When a call is received or initiated, the system searches for the phone number across Zoho CRM modules in the following order:

1. Contacts
2. Accounts
3. Leads

The system first checks the Contacts module for a matching phone number. If no matching record is found, it then checks Accounts, followed by Leads.

What Happens When Multiple Records Have the Same Number?

If the same phone number exists in multiple records within the same module, the system uses the most recently modified record to determine which record is displayed. For example, if two Contacts have the same primary phone number, the Contact that was modified most recently will be prioritized and displayed.

Suppose the same phone number is associated with:

• Contact A – modified earlier
• Contact B – modified more recently

If both records are present in the Contacts module, the system will display Contact B, as it was modified most recently. Similarly, if the number exists in both Contacts and Accounts, the Contacts record will take precedence because Contacts have a higher lookup priority.

Is This an Issue?

No. This is the default system behavior for handling multiple CRM records with the same phone number. The system follows the predefined module priority and, where multiple matching records exist within the same module, uses the most recently modified record.