> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/channels-integrations/setting-up-integrations/phone-number-formatting-and-normalization.md).

# Phone-number formatting and normalization

Understand where phone-number formatting, recognition, parsing, and normalization are configured across WebAgent, CRM Service, CTI plugins, and callback.

Phone-number handling can happen in more than one place. Before changing a setting, decide which part of the customer journey owns the number at that moment: WebAgent contact data, CRM Service lookup, a CTI plugin URL, or callback routing.

Use this page as a route to the right configuration surface. Keep the exact provider setting names on the provider or feature page.

## Choose the right surface

| Surface                       | Use it when                                                                                                                          | Main setting examples                                                                                    |
| ----------------------------- | ------------------------------------------------------------------------------------------------------------------------------------ | -------------------------------------------------------------------------------------------------------- |
| **WebAgent service settings** | WebAgent reads contact-list values that are not already in E.164 format and needs a default country or region during parsing.        | `DefaultPhoneNumberRegion`                                                                               |
| **CRM Service settings**      | CRM Service searches provider data by caller or contact phone number and must match stored phone-number formats.                     | `DefaultPhoneNumberRegion`, `PhoneNumberFormat`, provider-specific matching mode                         |
| **CTI plugin URL formatting** | A CRM integration passes a phone-number link to WebAgent and the URL must use a specific display or URI format.                      | `phoneformat`                                                                                            |
| **Callback settings**         | A caller enters or is associated with a callback number that must be validated or normalized before the outbound callback is placed. | `CallbackDefaultRegion`, `EnableCallbackPhoneNumberValidation`, `EnableCallbackPhoneNumberNormalization` |

## Design rule

Prefer one normalization point for each journey. If a number is already stored or produced in E.164 format, do not add a regional parsing assumption later in the chain unless the customer environment explicitly needs it.

For example:

1. A CRM record can store an E.164 number.
2. CRM Service can match that number without wildcard formatting.
3. A CTI plugin can pass the number to WebAgent without reformatting.
4. Callback can validate only numbers entered by the caller, not numbers that were already normalized upstream.

## Validate changes

When changing phone-number handling:

1. Test a known E.164 number.
2. Test a national-format number for the configured region.
3. Test a number with spaces, brackets, or punctuation if the source data contains them.
4. Test the full path that consumes the number, such as CRM lookup, click-to-call, or callback.
5. Confirm that the changed setting does not alter an unrelated phone-number journey.

## Related topics

Go to **Configure WebAgent service settings** for `DefaultPhoneNumberRegion`.

{% content-ref url="/pages/uz9Z3Gah15r867xD0ZLz" %}
[Configure WebAgent service settings](/channels-integrations/webagent/configure-webagent-service-settings.md)
{% endcontent-ref %}

Go to **Configure CRM Service settings** for CRM Service phone-number matching modes.

{% content-ref url="/pages/6tRQuVlsVdsXbbJzhSHG" %}
[Configure CRM Service settings](/channels-integrations/crm-service/configure-crm-service-settings.md)
{% endcontent-ref %}

Go to **CTI plugins** for `phoneformat` and CRM URL formatting.

{% content-ref url="/pages/ocYezaRe8AqILzR0FMKq" %}
[Embed WebAgent in a CRM system (CTI)](/channels-integrations/cti-plugins.md)
{% endcontent-ref %}

Go to **Campaign Dialer** for callback number validation and normalization settings.

{% content-ref url="/spaces/gIhRKIrtrwqPt8cNlAy6/pages/HB0STNvbEOd4HkYqJ69e" %}
[Configure the Campaign Dialer](/contact-center-configuration/manage-outbound-dialing/campaign-dialer.md)
{% endcontent-ref %}


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