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

Last updated on FEBRUARY 06, 2019

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. +123456789.


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 | 123 | Check | All
b. INTL_DIALING_CODE | Area Code(321) | 321| 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 = 123456789
3. Business = +321987654

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.


After further investigations, it was confirmed that Engineers recommended that CRM Desktop it is requested to always add the full Phone number with Country code that is described;

Updating the Phone Format with EAI Adapter;

When you update the phone format using Siebel EAI Adapter, the plus sign and the country code are required, but the phone format can be in any form (that is, not just US format).



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