Sometimes you need more information on the multi-match dialog to help with associating the phonecall with the right entity. This might be extra information on cases, or more fields from contacts or accounts.
You can specify the field from the entity that Dynamics Telephony will display in the case of multi-match. So, you make this field a custom field that is a concatenation of other fields with the information you need.
1. Create a custom field on the entity you pop for incoming calls. Make this field a concatenation of the other fields in the entity that you want to display on the multi-match dialog.
2. Say the entity you pop is contact, and the custom field from step 1 is new_custom1. Then you need to locate the diallerKVTable record in the CRM where
Name=incomingLookup_contact AND Type=name.
Change the Key and Value fields to new_custom1
3. If you pop more than one entity for incoming calls, you may want to repeat steps 1 and 2 above for each one.