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.
- In the header of Dev Studio. Search the following data
- ANILookupConfigs (D.T.) - Step 1
- CreateInteractionFromEvent - Step 15
- ProcessCallEvent - Step 15
- CPMGetContactByCommOption - Step 2
- Modify the respective steps to match the number formats and save.