When doing a phone number search, results are only positive if it is entered exactly as it is in the customer database. Unfortunately, some people use parentheses around the area code or a dash between them,and thus even if the number is the same, no results are found. This would help us considerably. Example: We just received a voicemail from a customer with a problem and his last name spelling that wasnt obvious based on its pronunciation). We did a search of his phone number and got no results even though when we found his account, it matched. His phone number in our database was (585) 999-9999 and we searched as 585-999-9999 and 5859999999 (number is changed for privacy reasons). Your back end search parameters should filter out everything but digits. Thanks.
Date
Votes
1 comment
-
John Lemon David,
Under the covers we do not store the phone formatting in the customer record, only the numbers. We only output a formatted number to show it in the customer details screen. For searches, I would expect the raw 10 digit number to be the best way to input for searching. If you are having trouble with that, perhaps there is an issue we are unaware of. If you would provide us with the details via a support ticket we can look into the specific details without revealing the customer's details here. Also, I have removed the image provided as it looks like there may be some customer info in the screenshot. I have saved it for reference in case you provide any further details.
Please sign in to leave a comment.