Auto Identification failed based on incoming mobile number , number is appended "+" sign
Dear Experts ,
We have integrated SAP Contact center (184.108.40.206) 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 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 .