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author's profile photo Former Member
Former Member

getting error while dialing from CRM IC

Dear Team ,

I am not able to dial out from the CRM IC.

Please see the error screen shot attached.

I found this error in CRM IC trace



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    author's profile photo Former Member
    Former Member
    Posted on Sep 19, 2013 at 12:34 PM

    Hi Rohit,

    I cannot exactly determine your issue from your image. I can guess however that you do not have a generic switching rule or destination/switching route (depending on your BCM version) that is allowing for the + in the leading number.

    From IC web, CRM automagically appends a + in front of every dialed string. Therefore, for BCM to route the call properly you need to add a route pattern with a leading +.

    This can be done generally via Call Switching --> Generic Switching Rules and add a basic pattern that accepts the + and then edits it to continue without it. In turn, this will then match one of your destination/switching rules. See example:

    Or you can also add the leading + dial pattern directly on your Destination/Switching Routes:

    This is the number one most common problem that our Covington customers run into when they are implementing outbound dialing from IC web.

    I hope that this helps.


    Marcus McCutchen

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  • Posted on Sep 21, 2013 at 04:12 PM

    Hello Rohit,

    isthere more information in ICI Trace? What about the error message bellow - the exception is usually accompanied by error text sent by BCM.

    Also make sure that your user in CRM has set parameter CRM_ICI_TRACELEVEL to value XXX. Then you will be able to see all communication.

    You should also check OII log on BCM side. If you extend loglevel, you should see ICI messages as well. Among others, you should see what BCM is actually trying to dial, as Marcus suggested above.



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