International Phone Number Formatting Not Working (Doc ID 1275202.1)

Last updated on JUNE 05, 2017

Applies to:

Siebel CRM - Version 7.8.2 SIA [19213] and later
Information in this document applies to any platform.
***Checked for relevance on 05-Jun-2017***

Symptoms

The International dialing code value is set to "USA & Canada (1)". In the UI, Siebel does throw an error if try to save a phone number with a leading zero:

Error message:
"08000000000" Can't convert formatted string to its internal representation. Please check if your data is in correct format.

This is because Siebel grammar engine is unable to interpret such as a phone number.
However, through integration it is possible to store a phone number (using EAI Adapters) such as "08000000000". It has been observed that the phone numbers which have a leading zero are rendered in the UI with a preceding "?" question mark. For eg, if the phone number comes as 08000000000, it is displayed in the UI as "?08000000000". However in the database it is stored properly as 08000000000. For other phone numbers which does not have a leading 0, it is rendered properly in the UI and all the vanilla phone formatting is maintained as well. Expect to see the phone number does not preceded by "?" question mark.

The issue can be reproduced at will with the following steps:

1. Go to Accounts
2. Choose an Account
3. Get an Account where you have a phone number which have a leading zero


In the response XMLs, when phone numbers come as shown below:
<UserInfo>
<LastName>Mouse</LastName>
<FirstName>Mickey<FirstName>
<DayTimePhoneNumber>04000000000</DayTimePhoneNumber>
-----
-----
-----
----
</UserInfo>

This phone number tag "DayTimePhoneNumber" is directly mapped to Work Phone# field of Contact. As a result what happens is in the UI it is rendered with a preceding "?" (Question mark). For Europe, APAC, etc if a phone number comes without a leading zero, it is stored properly and even displayed properly as per the phone formatting defined in PHONE_FORMAT List of Value. The problem only occurs if the phone number comes with a leading 0 as given in the example above.

Cause

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