USD - CTI Search : Multi Records found

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Hi, when a call came from CTI, if multiple contact records found with same phone number, I have to display them as a list so that user can select a record from them. Can this be achievable with just configurations?

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Rawish Kumar 13,758 on at

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Hi, I am afraid No.

You will have to probably develop custom action calls in CTI desktop manager.

I dont have a working example at the moment.

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Rawish Kumar 13,758 on at

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You can take some reference from here : community.dynamics.com/.../usd-cti-generic-listener

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Community Member on at

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Thanks Rawish, can you please help me with this?

First I have to search contacts, whether these is any contact with Phone number exists or not, If found nothing then I have to search Accounts with that Phone Number.

Do I have to create two different CTI Searches? Is that the correct way?

Because, if record found in Account with this mobile number, and there is no contact with this mobile number in the system, then Two tabs are opening, where in which account got loaded in both the tabs.

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Community Member on at

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I just Used Multisearch functionality to show search Results if Multiple records found from the CTI Call search.

Created an Action Call which Navigates to the below URL

url=multientityquickfind/multientityquickfind.aspx?sitemappath=Settings%7cSystem_Setting%7cnav_administration&text=[[cti.PhoneNumber]]

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Prashant Maurya 236 on at

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Hi Srikanth, yes it is possible, but you may have to write some js.

1. Update quick find view on contact to include mobile no field in it.

2. Create an action to open a CRM contact grid in a hosted control (you can find examples of opening entity grid in sample USD configuration) if multiple match found (in USD CTI Navigation rule).

3. Read phone no from cti replacement parameters/data parameters (msdn.microsoft.com/.../dn864934.aspx)

4. Create a script to set the search box with phone no and initiate a search click.

5. Configure to start a session if user click on a phone record.

Please let me know if you need more details.

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bhupendra 167 on at

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Hi,

Is there any way where we can truncate mobile number before searching in crm? Suppose, my number in crm is "902xxxxxxx" and provider is sending "0091902xxxxxxx", i want the last 10 digits of the number to be searched for.

Thanks in advance.

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