Overview
You have enabled Calling Territories. Phone numbers starting with exit codes (such as 0) do not work anymore for phone calls. When dialing out, the call seems disconnected.
Solution
This issue occurs because Playbooks cannot detect a valid format for your phone numbers.
Make sure that Salesforce phone number is in E.164 format (so that it has a country code). It is considered best practice to add country codes to all of your phone numbers in Salesforce CRM so that when they sync to Playbooks, no guesswork has to be done. Playbooks requires phone numbers to be in E.164 format and will manipulate numbers on the CRM page to meet that format if needed.
To ensure your phone numbers are in E.164, follow the rules below:
- Must start with a “+”
- Maximum of 15 digits, excluding the country code prefix
- Does not include an exit code
| A correctly formatted number is: +44 20 7930 7530. This number includes the “+”, followed by the UK country code “44”. Also the area code (“20”) and subscriber number (“7930 7530”) do not exceed 15 digits. |
| An incorrectly formatted number is: +011 44 20 7930 7530. This example includes the North American exit or trunk code “011” which is not necessary. |
For phone numbers to be reprocessed, edit a lead in Playbooks and save it. To mass-process several leads, unenroll all of them and enroll them again. The phone number should now show up properly on the record and on phone call tasks, with the correct country code, and phone calls should work correctly again.
Priyanka Bhotika
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