The opening of the "dossier" of a customer in a phone call

For a client I'd love to do this sort of thing:
1. When the phone call is determined by customer number.
2. The operator provides a brief dossier on the client's previous requests and notes.

In addition, the operator starts the conversation with "Hello, Nikolai," the theme is very important to view already made bookings and requests. Like, something about like working in call-centers support, where the operator sees the previous problems of the client.

Currently, detailed information about the customer stored in the database in 1C and can regularly be exported (e.g. in the morning) to any other format. Not enough link between the caller who phone, and a program that lets you see who is calling.

Telephony — probably a dozen copper lines in the office. The second option is the use of an external company that provides multi-room and arrange for VoIP from his site to the office.

The company is not very large, so I would like to get a fairly economical solution.

In this thread I'm completely unaware of possible solutions to the hardware and software side, I ask them to share how it is generally, in principle, can be arranged.