Microsoft CRM 3.0 and Avaya CRM Integration

[CIIPres]

Here's my problem:

I have Microsoft CRM 3.0 implemented. I have setup the Avaya CRM Integration on a workstation with TAPI. It works dialing out as long as the format of the number in CRM is in XXXXXXXXXX format. The inbound call resolution works also as long as the format of the phone number in CRM is XXXXXXXXXX. I created an event that fires in CRM on our phone number fields in CRM to reparse all our phone numbers from (XXX) XXX-XXXX format to the new XXXXXXXXXX format. It worked until our first sync with a Microsoft Outlook 2003 client. It re-parsed EVERY phone number back to (XXX) XXX-XXXX format.

The (XXX) XXX-XXXX format will not dial using the Avaya CRM Integration. I must be missing something. There must be a way to strip out the non-numeric characters from the phone numbers, right?

I added some javascript to the avdial.htm file in the AvCRMRes folder on the CRM server to just clear the formatting from the phone number before it passes it to (actual string)

http://localhost:81/Phone1.htm?oTyp...8778C48}&oFname=telephone1&oNumber=6785551212

inside the Avaya CRM local application. The number in CRM is "(678) 555-1212". I realized that it must not be using the number I'm passing in, but instead the number in the CRM record itself. When I checked the monitor on the VMPro server I discovered that it is still trying to dial "9(678) 555-1212".

So what am I missing. I tried creating a shortcode to strip out the bad characters: "()-", but hit a brick wall.

Please help. Thanks in advance.

Lawton

 

[bettyr]

I have a similar situation in CRM 3.0 where the account telephone number field is typically entered as XXX-XXX-XXXX

The IPO will send it as either:
9XXXXXXXXXX (with the Line Prefix set to '9')
XXXXXXXXXX (with the Line Prefix empty)

If I enter the CRM telephone numbers as XXXXXXXXXX it works but I would rather be able to format them as XXX-XXX-XXXX.

Any Idea's?