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Former Member
Mar 20, 2011 at 12:28 PM

CTI - Telephone Number translation

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I am facing a challenge in identifying the customer during the inbound call in ICWC. The Inbound call alert is showing +90507303790 (with a prefix of 9) but we have maintained the telephone number as 0507303790 in the BP. So when the call comes to CRM, the BP is not getting identified thru ANI.

My CTI vendor is advising me to check the CRM settings for "Number Translation". But i dont find it anywhere in CRM. There is no reference for this kind of number issue.

Can you advise me on this.