Overview

Customer is getting the below error for invalid phone format while editing or adding the phone extension with the phone number.

Error Message:
"Phone Number Format Error. Phone numbers should be at least 6 digits long, and be comprised of 0 through 9, (,), -, and +."

This article provides instruction on how to add the extension number to the user profile field.

Environment

On-Premise, Hosted and AWS Cloud

Information

One cannot use "," "+" and "x", as these are not the accepted characters for phone number field. There are two methods to resolve this issue as described below.

Process

1. Method 1
   Add a separate Extension field in the user profile as shown in the steps below:

   1. To add Extension Number field in User Profile options: Go to People > Settings > Global Profile Settings > Create new field. 
      
      

      
      

   2. Under Choose Field Type select the variable type as “Number” or “Text Field” (to include x with a number, select Text Feld) for an extension.

      
      

      
      

   3. After clicking continue you will see the form below to enter the details. Enter the details and select options as need be.
      
      

   4. Now you will find extension at the bottom of the profile fields move it up next to phone number:
      
      

      
      

2. Method 2
   Custom code change customization, for which we may need to consider Professional Services option and it would be a paid option/Fee-based support.