Problem in identifying Customer with Telephone number in CTI

I am facing a challenge in the following scenario:
We are in the process of CTI integration, when we get inbound call alert from a mobile, the screen displays the number in a format like +9050XXXXXXX and for a landline number it shows +904XXXXXX. In the BP, we have maintained the numbers without 9, so when the call comes to ICWC, its not identifying the customer. My CTI vendor said the number 9 is defined in the PBX and if removed it will create other problems.
I have created a test data - BP with my extn no. (only extn. no not the complete landline number) if i call my agent id no from my extn no., ICWC is able to identify the customer. The alert shows +72085 which is my ext no. but there is no prefix of no. 9.
My question is:
How can i adjust the search routine in SAP to search for the telephone number beginning with +9.
Is there any other alternative solution available for this. Any thoughts..

Hello Kalees,
We had a similiar problem in one of ours CRM IC implementations, but since this particulary implementation we were using BCM we removed the numbers there.
But been searching and i think that the function used to indentify the call partner for the call it's BUPA_SEARCH_2(iv_telephone) think you can manipulate your telephone number there just for the identification, but the number showed in IC will still have the 9.
Don't know if this help , but try some debug perhaps this helps you get a solution(check class CL_CRM_MCM_SESSION).
Best Regards,
Nuno Lopes

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Problem in identifying Customer with Telephone number in CTI

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