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

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
Former Member replied

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

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