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+ before to caller number – SAP CCtr to SAP CRM

Mar 01, 2017 at 02:53 AM

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We are integrating SAP Contact Center and SAP CRM.

In SAP Contact Center, we can see the Caller number does not have + (plus before to number).

But In SAP CRM, we are getting the Caller number with + (plus before to number).

We need to get the caller number without +, because the master data do not have (+) on phone number.

Does someone know what we can do?

Best regards,

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4 Answers

Reyes Piqueras
Mar 02, 2017 at 12:13 PM
1

Hello Fernando,

Jukka is right:

At ICI guide (https://archive.sap.com/documents/docs/DOC-7783), page 32:

4.5 Telephony Design principles:

- Phone numbers (lineNumber, RemoteNumbers, dial(ed)Number) are exchanged in a simplified canonical format which is:

+ CountryCode AreaCode SubscriberNumber (without any separator characters). A valid number is e.g.: +496227747474

For Business Partner identification at CRM side, + sign is not needed, only long telephone number is used (e.g. 496227747474) to perform such task.

Best regards

Reyes

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Hello Reyes,

I couldn't see the document, do you have another URL?

Best reagdrs,

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Dawood Hla Shwe Mar 12, 2017 at 01:12 AM
1

Hi Fernando,

This "known" issue, unfortunatelly. Standard SAP CRM search assume that the ICI will supply full number, including country code. You can extend it on SBC or in SAP CCtr or adapt search in SAP CRM.

Which CRM business role do you use? I suppose that you have copied your business role from some standard one, correct?

The search method is dependent on the business role. I do not remember exactly which table to configure but try this little test:
Create copy of standard role UTIL_IC and assign your communication profile, so that the new role speaks to your SAp CCtr.
Try the call now and it may work. The custom controller makes first standard search with full number and then it tries to search without country code.

Regards,

Dawood.

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Jukka Suhonen
Mar 02, 2017 at 11:03 AM
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Hi,

If I remember right the requirement for + sign comes from CRM. CCtr is adding the + to fulfil the requirement. I will ask peopple who knows CRM better to comment.

BR,

Jukka

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Fernando Rivas Mar 02, 2017 at 03:29 PM
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Hi Reyes,

My issue is we are getting the phone number without CountryCode. We are getting the number + SubscriberNumber.

Best regards,

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