New SAP Gplus installation - ANI Business Partner Lookup issue

[jsty40]

SAP integrators having difficutly getting ani lookup to occur.

ANI is coming into SAP with a leading "+" sign.

If the SAP folks define the contact info with this + sign the business partner lookup is successful.  They're asking if we can get rid of the leading + ?

Anyone hear of this ? 

We can see this leading plus in the gplus logs  thanks

[mark]

Unfortunately I have no experience with gplus SAP, but assuming that you are using genesys to route calls, you can put the ANI into a variable then manipulate it in the strategies.

Not sure if that is any help to you, im sure someone with a bit more experience will be along soon!

Mark

[René]

What version and type of Gplus adapter for SAP and version of SAP you're talking about?

The Gplus adapter for SAP ERP has some options allowing telephony number replacement and optimization using adapter's options. The second adapter - Gplus for SAP CRM - could by "customized" using ABAP on SAP side.


René

[jsty40]

Thanks René

Where are using 7.1 Gplus for mySap ICI Multichannel.

Could you elaborate on what is could by "customized" using ABAP on SAP side ?

[René]

Hi,

I have experience with different Gplus adapter (WinClient for CRM 3.x) so not sure I can help you. I would suggest you to find a good ABAP/SAP programmer/consultant and try to find out how the adapter works. Generally it should call some SAP/ABAP function(s) when a new call comes to an agent's desktop. Maybe it will be possible to modify the code of such function and add some "custom" code handling the ANI format. The second suggestion is - try to search SAP Notes. I think that Gplus adapter is certified by SAP so they provide some support related to the adapter as well. I found lot of useful information/code examples there last time I was involved in the adapter deployment.

Sorry for not being able to help you more.

If you find a way how to solve your request please post a note here. Thx

René