Whitespace in CRM is breaking number lookup

[RickG]

Our CRM of about 20,000 people has (for whatever reason) enabled the contacts Number to be stored with whitespace in it. So so rather than say a mobile number being '0400300200' it would be stored as '0400 300 200'.

Subsequently the during the Call/ CRM lookup zero results are returned, when in fact the contact does exist in the CRM. Aside from creating a script to systematically edit/ maintain the source (20,000 odd records) are there any other suggestions as to how to solve this one.

The CRM lookup is expecting a number, can this specific request be made with a string which factors in the whitespace? Any thoughts or ideas would be greatly appreciated!

 

[edossantos]

3CX will always send the number without spaces. It's impossible to cover all the formats in which you can store a number. In some CRMs you store it with spaces (0400 300 200), in others with dashes (0400-300-200), in others with brackets, and so on...

The CRM should consider this, and do the lookup automatically removing the spaces or any non-numeric character when doing the comparison. A different approach looks like a bug in the CRM search function, and we can't do anything to fix this...

As you already suggested it, I would run a script to normalize all phone numbers without special characters.

 

[RickG]

3CX will always send the number without spaces. It's impossible to cover all the formats in which you can store a number. In some CRMs you store it with spaces (0400 300 200), in others with dashes (0400-300-200), in others with brackets, and so on...

The CRM should consider this, and do the lookup automatically removing the spaces or any non-numeric character when doing the comparison. A different approach looks like a bug in the CRM search function, and we can't do anything to fix this...

As you already suggested it, I would run a script to normalize all phone numbers without special characters.

Thanks mate!