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Modifying the customer contact number format

Updated on January 29, 2021

The customer data in which the contact number format is saved and the customer number from which CSR is receiving the call should be in same format. If the number formats are different, follow the below steps in Dev Studio to match the number formats.

Pega Customer Service Implementation Guide
  1. In the header of Dev Studio. Search the following data transforms:
    • ANILookupConfigs (D.T.) - Step 1
    • CreateInteractionFromEvent - Step 15
    • ProcessCallEvent - Step 15
    • CPMGetContactByCommOption - Step 2
  2. Modify the respective steps to match the number formats and save.
  • Previous topic Configuring voice and data transfer for Pega Call
  • Next topic Self-service Interactive Voice Response (IVR)

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