Number recognition methods for Vonage or other telephony systems

[Alan42]

I was asked to integrate Vonage Contact Center into our instance.    I did everything as directed by the Vonage setup guide and it is working except for when a call comes in.   An interaction record is pulled up and the information of the user is supposed to pull over from sys_user based on the incoming phone number.    That number is stored in the phone field in sys_user.    Vonage sends the number over as 7275701234 while we have it stored as (727) 570-1234.  Any suggestions on how to get the interaction record to normalize the numbers and pull the data?     

[Vishal Jaswal]

Hello @Alan42 

You need to modify the interaction record creation logic as shown below:

(function processIncomingCall(incomingPhone) {
    function normalizePhoneNumber(phoneNumber) {
        return phoneNumber ? phoneNumber.replace(/\D/g, '') : ''; // Remove all non-numeric characters and whitespace
    }

    var normalizedIncomingPhone = normalizePhoneNumber(incomingPhone);

    var userGr = new GlideRecord('sys_user');
    userGr.addNotNullQuery('phone'); // you can add active true here too
    userGr.query();

    while (userGr.next()) {
        var storedPhone = normalizePhoneNumber(userGr.getValue('phone'));

        if (storedPhone === normalizedIncomingPhone) {
            gs.info("User found: " + userGr.getValue('name'));

            // Create an interaction record and associate the user
            var interaction = new GlideRecord('interaction');
            interaction.initialize();
            interaction.setValue('caller', userGr.getUniqueValue());
            interaction.insert();

            gs.info("Interaction record created for " + userGr.getValue('name'));
            return; // Stop searching after finding a match
        }
    }

    gs.info("No matching user found for phone number: " + incomingPhone);
})('7275701234'); // Replace with dynamic phone number input

[Luiz Lucena]

Hi @Alan42 

Have you validated the solution proposed?

I'm having similar issue but with different source.

[Alan42]

It didn't work.    I had to convert the field to e164 for anything to work properly.  It was simpler than I thought it would be, using import sets and a transform map was quick, clean, and safe.