jasonholdswa | 2017-10-16 08:06:01 UTC | #1
Hi All,
I have recently done a Purecloud for Salesforce integration and I'm having an issue with number normalization.
When I add South Africa (+27) under the Country Setting component in the Purecloud for Salesforce, it strips the +27 then leaving Salesforce with a 9 digit number to search for account / case and fails.
<img src="//inin-prod-use1-developerforum.s3.amazonaws.com/original/1X/365fefa3975593bcbd14739c74c58b020c7ecf1d.PNG" width="690" height="70">
Is there any way I could modify this component to replace the +27 with a leading "0" when the number is sanitized?
The goal here is to screen pop an account / case by call.ani for inbound. The Salesforce org numbers are all normalised.
We did test on a sandbox environment with the numbers stored with +27, country setting removed and Salesforce was successfullyable to screen pop an account by incoming call.ani
We don't want to change all the numbers on the org.
Thanking you in advanced for your assistance!
Kind regards Jason
tim.smith | 2017-10-16 16:41:52 UTC | #2
There isn't any way for you to customize how numbers are formatted beyond what's documented, which doesn't solve your problem.
However you could use a salesforce data action in architect to search for the contact using your own logic to reformat the phone number. Then use the search result to determine the correct contact to pop and pass that through on the sf_searchvalue participant attribute.
system | 2017-11-16 16:41:56 UTC | #3
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