IC AGENT, on new call receive how customer data is picking & displaying

HI All,
I am first time dealing with IC Agent Call center....
At call center once new call come, then on based on Mobile number or Landline then Search screen defaultly
providing us the Business Partner/ Customer details exists for that Mobile/Landline number,
so , what currently problem is our End users some how changing the Land line number with 91, region code with land line to Only 8 DIGIT land line while BP creation steps or different other ways,
so for such BP with land line number of 8 Digits in Master, then no BP/Customer search results Is finding,
so now I need to make functionality to work properly as input is with 91 + region code + 8 digit land line,
but at master data is with only 8 digits number, so programattically map both equivalent, so search provide us result
for such land line number's BP/Customer,
so where we can enhance the component to make picking of data for BP/Customer...?
which component we need to touch, which views...?
which are Function modules it is using to pick BP/Customer data, is there any SPRO config for function modules using...?
Thanking you.
Regards,
Vijay Mekala

Hello Vijay,
search of BPs is done in FM BUPA_SEARCH_2. You can put an external breakpoint there and find how it works through the call stack.

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IC AGENT, on new call receive how customer data is picking & displaying

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