SAP Knowledge Base Article - Public

2510749 - Country Code For Phone Field Doubled After Individual Customer Creation From Incoming Call

Symptom

Country code doubled after creating a new individual customer from an incoming call in the Live Activity pane.

Reproducing the Issue

  1. Click the Live Activity pane.
  2. Simulate an inbound call using the CTI Client Adapter.
  3. Click the New Individual Customer icon.
  4. Fill in the mandatory fields.
  5. Click the Save and Open option.
  6. In the new created individual customer you see that the Phone field contains two country codes.

Cause

You have not added the + (plus) sign in front of the phone number.

Resolution

In order to avoid the doubling of the country code you have to add  the + (plus) sign in front of the phone number.

Further information on phone numbers in C4C can be found on the following blog post:

https://blogs.sap.com/2017/03/20/sap-cloud-for-customer-always-prefix-your-phone-numbers-with-a/

 

Keywords

KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer core applications 1708 (old) ; SAP Cloud for Customer core applications 1711 (old) ; SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer add-ins 1711