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

Dear Experts ,

We have integrated SAP Contact center ( 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


Trace for the Incoming call coming through mobile number :


Please suggest .


Satish Bondu


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 .

Satish Bondu

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