CRM Desktop Should Always Request Phone Number Country Code (Doc ID 2224456.1)

Last updated on MAY 01, 2017

Applies to:

Siebel CRM Desktop - Version 15.3 [IP2015] and later
Information in this document applies to any platform.


When using CRM Desktop with Microsoft Outlook is not synchronized properly the phone format, it is adding a (+1) before the Contacts phone number, e.g. +199123456.


This behavior is reproduced only with no US(enu) phone format and customizing List of Values(LOVs) for additional international phone format.


 Steps to reproduce the behavior


Create the custom LOVs;

1. Got to Administration - Data > List of Values
2. Create a new List of value with the information below;
a. PHONE_FORMAT | 00000000 | 00000000 | English-American | 357 | Check | All
b. INTL_DIALING_CODE | Cyprus (357) | 357 | English-American | blank | 13 |Check | Check | Check | All
3. Got to Administration - Data > Locale and Query for Locale Code "ENU"
4. Change International Dialing Code: Cyprus (357)


Scenario#1 from Siebel OpenUI;

1. Nicole Nieves
2. CellPhone = 99123456
3. Business = +357 99142536

Note: The customer enters a 8 digits number in Siebel Application UI/Applet for a phone format field. With the telephony number configuration, Siebel UI will understand that this is a local number and will not add +1.


Scenarios#2 on CRM Desktop;

1. Luis Nieves
2. CellPhone = +199654321, is adding the "+1"
4. Business = 99857496

Note: The customer enters a 8 digits number in Outlook and CRM Desktop send the 8 digit number to Siebel using EAI, since the user does not explicit set the Country Code in Outlook, at this point, we have a problem since EAI/Scripting required +(Country Code) to avoid any problem around phone fields in Siebel.


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