Phone number presentation with interface SAP CRM /Contact Center

[former_member1325648]

Hello everybody,

we have the following challenge:

Practical example:
User Sven has a user in SAP Contact Center and CRM. In the SAP Contact Center, the user has stored a queue with the phone number 0800/12345678 as the outgoing number and calls the customer Muller. The customer sees the above-mentioned phone number.

If I call the same customer via SAP CRM with the interface SAP CRM / Contact Center the systems shows my internal SAP CCtr phone number.

What is the reason and what schould I change so that the customer can see my outgoing phone number even when I call via SAP CRM.

Thank you very much for your support,

Sven

[former_member158363]

Hi,

this is actually described in OSS note https://launchpad.support.sap.com/#/notes/0002765311 (2765311 - Configured Visible Anumber is not included in the SIP messaging when dialed from SAP CR).

There is described the reason and some hints - use swtiching routes, for example, and masking mechanism.

We have developed own "addon", where user can select from dialpad how he wansts to "present" himself - we add unique prefix to the dialled number and then strip out this prefix when routing to SIP trunk. The prefix is used for masking.

BR,

Dawood