Genesys Cloud CX

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  • 1.  Call Deflection SMS

    Posted 7 days ago
    Hi
    I've recently attempted to set up a flow that sends an SMS link to a web page to deflect callers.  I've used the below link as a guide, unfortunately I can't get the flow to use the call.ani to set the "to" SMS number for the data action.  If I manually enter phone number it works fine.
    I've tried the following to set the variable to no avail
    update data - tophonenumber(call.ani)
    Get participant Data - call.ani

    Can someone please advise what very simple thing I'm missing

    Call deflection blueprint (genesys.cloud)

    Thanks Phil
    #DigitalChannels
    #PlatformAdministration
    #SystemAdministration
    #Telephony

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    Philip Thys
    British Telecommunications PLC
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  • 2.  RE: Call Deflection SMS

    Posted 7 days ago
    Hi Philip,

    Call.Ani is stored in a format like "tel:+XXXXXX", so when you are trying to use that variable to send the SMS to, the prefix is causing the issue.  That's why when you enter the number manually, it is working for you.  To get around this, you can use this expression to send your SMS message "right(Call.Ani,Y)  where "Y" is the number of digits of the phone number you are sending the SMS to.  This will return the value from the ANI for the number you want.

    Thank you,

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    Jason Tripp
    Independent Health Association, Inc.
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  • 3.  RE: Call Deflection SMS

    Posted 7 days ago
    Thanks Jason, thats done the trick

    Kind Regards

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    Philip Thys
    British Telecommunications PLC
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