Server Side CRM Integration - manipulate phone number

[[email protected]]

Hi. We have created a crm integtarion and everything is working. But phone number matching does not work in some cases when the format of the number does not match, e.g.:

max length: 5
incoming number: +4940123456

case 1: crm number: +49 (40) 123456 (matching)
case 2: crm number +49 (40) 12345 6 (no match)

My question is, can i reformat the number from crm before matching.

 

[edossantos]

When you set MaxLength to 5, the CRM engine will lookup the final 5 digits, that is 23456. You need to write a scenario that queries your CRM passing those 5 final numbers, and your CRM should return a list of possible contacts. Then, the CRM engine will check the numbers from the contacts returned, removing dashes, spaces, etc. and confirm if it's a match or not.

In your case, if the second contact is not being matched, that's because your CRM is not returning any record when you query for the number 23456. You need to check the query that you're using in that case.

 

[[email protected]]

Thanks for the fast respond. Yes of course ... my mistake. If the query do not find contacts, the crm engine can not show contacts. I have to ask the crm team for the right query.