No Partner identification with BCM integration

[Former Member]

Hi,

I have CRM integrated with BCM.

When the agent receives the customer call on CRM Web Client, the partner is not getting identificated automatically.

Is there any integration on BCM that controls this? On CRM side, on my business role we have the function profile BPIDENT with the Channel ANI Phone marked with Continue.

Can anybody help me?

Thanks!

[reyes_piqueras]

Hello Susana,

That should work automatically. If this is not working, probably the custmer telephone number you see at IC Web client does not match with the one stored at CRM. First of all check if this number is in canonical format (+ <country code> <telephone number>: e.g. +34600123456).

If so, check at table ADR2 if there is any BP for that telephone number:TELNR_LONG field

Also you can find the correct telephone number received at IC Web client, using ICI trace.

Best regards

Reyes