Auto Identification failed based on incoming mobile number , number is appended "+" sign

[Former Member]

Dear Experts ,

We have integrated SAP Contact center (7.0.7.0) with SAPCRM EHP3 .

Auto Identification failed when the customer connects the help desk from his mobile number , number displays in the communication area and account identification filed append with "+" symbol .

However connecting through the fixed landline scenario incoming number prefix with "+91" followed by area code and the customer number and performs the auto identification .

In the OII  settings , I have made the International Dialing Prefix as 001 (for Asia) and Country Dialing code as 91.

BCM Log files displays for the incoming fixed landline number as <AreaCode> <Customer Number> and for the mobile number <MOBILENUMBER>, However the ICI log displays for the landline number as <Country code > <Area Code> <Customer Number> , for mobile number <+Mobile number > .

Please refer the ICI Log for reference.

Trace for Incoming call coming through fixed landline

        <processingStatus><id>3</id><description>Wrap-up</description></processingStatus><remoteNumbers><item>+912066226693</item></remoteNumbers><dialedNumber>+1131</dialedNumber><callStatus><id>4</id><description>Ended</description></callStatus>

Trace for the Incoming call coming through mobile number :

          -<phoneCall><lineNumber>+1100</lineNumber><callHandle>60519ED6E5DCE411940900155D0C1803</callHandle>-<processingStatus><id>2</id><description>Active</description></processingStatus>-<remoteNumbers><item>+9986861119</item></remoteNumbers><dialedNumber>+1131</dialedNumber>-<callStatus><id>101</id><description>Connected</description></callStatus>-<capabilityList><item>3</item><item>4</item>

Please suggest .

Regards,

Satish Bondu

[Former Member · Accepted solution]

Hello Dawood ,

Thanks for your analysis .

As per the PSTN bridge log and Core log files , the incoming calls coming from mobile / fixed landline numbers its not prefix with the country code , however while passing the data to SAPCRM via ICI , ICI is appending the "+91" country code for the Fixed landline and for mobile its append with "+" symbol only .

ADR2 table, field TELNR_LONG has the full number ( Country code + Area code + Fixed landline number , For mobile : Country code + Mobile number )

CCtr Bridge log displays as

12:53:19.229 (03388

) TRC> Recv from 192.168.00.00:5060:udp:

SIP/2.0 200 OK

From: <sip:1131@192.168.14.6>;tag=D256920AC192704D91A278B93E42F4AA-38

To: <sip:9986861119@192.168.00.00>;tag=42c00bc0-1f02a8c0-13c4-50022-1-2c9f58-4fc38929-2c9f58

Call-ID: 42db94a8-1f02a8c0-13c4-50022-1-2c9f58-e9e88db-2c9f58

CSeq: 102 BYE

Via: SIP/2.0/UDP 192.168.14.6:5060;received=192.168.14.6;rport=5060;branch=z9hG4bK-102D256920AC192704D91A278B93E42F4AA-38

Supported: replaces

User-Agent: Matrix VoIPServer ME_PE_GE_32 V2R2

Accept: application/sdp

Content-Length: 0

Regards,
Satish Bondu

[former_member338566 · Accepted solution]

Hi Satish,

To get number auto identify at IC. The customer contact number should be in below format.

• Country code + mobile number -->  +91 + 10 digit mobile number
• Country code + STD code +landline number -->  +91 + 120 + landline number

Check below things.

1. Check what number is coming on contact center side.
2. If it is in above format that number should get auto identify at IC agent .
   
3. If it is not in above format than modify the number in required format. You can modify the number at contact center side or Media gateway side.
   

Regards

Chand Kamya

[Former Member · Accepted solution]

Hi Chand ,

From Contact center side its appearing with out Country code , however the PSTN log and Core log also appears with out Country code .

With the help of the EPBX team we have trace the incoming call coming from the mobile number using the software "SYSRose Syslog Desktop" , Log displays with out country code i.e " Mobile number as "9876543210" and Land Line as "020 66778899" , seems to service provider is not sending the data in canonical format .

While transferring the data to CRM via ICI interface its prefixing the Country code for the Fixed landline and for mobile its Appending "+" symbol.

Could you please suggest me how we can modify the incoming number at contact center side .

Regards,
Satish Bondu

[former_member338566 · Accepted solution]

Hi Satish,

You can modify the incoming number either at EPBX side or at IVR side.

1) If you are getting all the numbers (Mobile + Landline) without country code than modification of incoming number at EPBX side will be good idea. There should be some setting at EPBX side by which you can append +91 in all contact number before sending it to SAP Contact Center.

2) Modify the number at IVR side. In IVR you can capture the customer number in "ANUMBER" variable. You can modify the "ANUMBER" variable in IVR and append +91 before customer number and than route the call to queue/agent.

After appending +91 all the customer number will appear with country code on CDT and IC agent screen.

Thanks & Regards,

Chand Kamya

[former_member187604 · Accepted solution]

Hi Satish,

first, please check your OII.IDD and OII.Country configurations, see SAP Contact Center 7.0 – SAP Help Portal Page -> Integration Interface Documents -> Online Integration Interface (OII) doc, section 4.3.

In case you want to do more complex manipulation for the calling number, it would be best done at the gateway / trunk side, or alternatively you can try the SAP Contact Center routing/switching configurations, see SAP Note 2077915  - Routing in SAP Contact Center.

BR
-Lasse-

[Former Member · Accepted solution]

Hi Lasse ,

Issue got resolved and now we could able to view the Country code in the ICI trace and in SAPCRM IC .

Generic Switching rules can be created to modify the inbound and outbound calls , Created the rule with pattern #* to 91* .

Thanks for your guidance in resolving this issue .

Regards,
Satish Bondu

[former_member158363]

Hello Satish,

did you solve this already?

Which BCM log files are you refering to, i.e. which VU module did you analyze?

As a first place I would look at is how the caller's number comes to CCtr. It seems that the provider does not propagate the country code while connecting the mobile phone call. Please, check the bridge logs, or eventually voice GW and/or SBC logs, how the number looks like.

The + sign is always added to phone numbers flowing through ICI, by definition.

Few years ago we had a simillar problem and we had to solve this with customer's provider, not it CCtr.

Regards,

Dawood.