Genesys Cloud (formerly PureCloud)

Discussion Thread View
Expand all | Collapse all

Route by Participants ANI

  • 1.  Route by Participants ANI

    Posted 3 days ago
    Hi, Wondering if anyone has done this.  Looking to build a flow where it routes based on the caller's ANI.  Example, when a call comes in from a specific ANI (looking to set up for only one ANI), we want that caller to route to a different path than all other callers.  Looking for ideas as to how to build the flow defining that specific participant data / ANI so it can route appropriately?  Thank you


  • 2.  RE: Route by Participants ANI

    Posted 3 days ago
    Architect has a built-in variable Call.Ani.  You can make decisions based on that.

    Call.Ani is a string, so it's a good idea to cast that to a phone number data type and use the e164 or subscriberNumber portion.
    Read and expand all the sections

    Melissa Bailey
    Genesys - Employees

  • 3.  RE: Route by Participants ANI

    GCAP Member
    Posted yesterday
    Hi Lisa

    To build on Melissa's comment... once you have the ani set as a variable, you can then refer to another data source to match it.

    Easiest thing would be to use a data table, with the ani set as the key value for the row. The call.ani value will be in the format of tel:+12025551212, so you'd want to use that format in your table when doing the lookup.

    From there you can return various attributes like skill or queue, or perhaps a boolean that indicates some value like "known customer" or "vip" etc...

    We use a variant of this quite a bit for language assignments based on originating calling party country code (as opposed to the specific number):

    data table

    Dean Thames
    Koch Business Solutions