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  • 1.  Agent gets callback interaction but customer phone number is trimmed????

    Posted 06-02-2022 04:46
    No replies, thread closed.
    Weird one but has anybody come across a situation where a number of callback interactions deliver fine to agents but the callback phone number that's clickable is trimmed, ie instead of 0123456789  it just shows 012345

    The phone number appears fine everywhere else in the UI and when I query the conversation API.
    #Omni-ChannelDesktop/UserInterface
    #Unsure/Other

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    Vaun McCarthy
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  • 2.  RE: Agent gets callback interaction but customer phone number is trimmed????

    Posted 06-03-2022 08:02
    No replies, thread closed.

    Yes, I am getting that too- only 5 digits.  I'm testing a new flow so I thought it was only a glitch with what we built.

    In the queue view, the format of the phone# is showing up different than before: (+1 317-876-6548).  I wonder if there is any connection. I even saw this week where it had "tel" in front of it.




  • 3.  RE: Agent gets callback interaction but customer phone number is trimmed????

    Posted 06-03-2022 08:29
    No replies, thread closed.
    I wouldn't wait around with this one, folks...please get a ticket into care.  If you can share a specific conversationID in the ticket- that would be great.  Definitely not an expected outcome.

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    Chris Bohlin
    Product Manager - PureCloud
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    Original Message


  • 4.  RE: Agent gets callback interaction but customer phone number is trimmed????

    Posted 06-03-2022 08:48
    No replies, thread closed.

    We figured it out.  We built TTS to strip the numbers from one direction, so when it returned  tel:+13471112222, it tried reading from the first 10 digits on the left but since it wouldn't read back the letters (first 5 were: tel: ) so it read only the next 5 digits which were the first 5 numbers (13477).

    To solve this, we changed it to strip the numbers from the other direction and it worked just fine.

    This was a build issue for us.




  • 5.  RE: Agent gets callback interaction but customer phone number is trimmed????

    Posted 06-03-2022 17:27
    No replies, thread closed.
    Wish ours were that simple.  It's just a basic collect digits input in Architect and that Flow variable is passed straight away into the Create Callback function - which turns into  ToPhoneNumber(Flow.CallbackNumber) 

    Nothing's being done anywhere else with that string, plus this isn't happening with every call. 

    A case was raised already to Genesys Care but they seemed confused as to which number display field I was talking about.  The number shows fine everywhere else because all other view uses the Call.Ani source data which isn't what we're using for the Callback.

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    Vaun McCarthy
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    Original Message


  • 6.  RE: Agent gets callback interaction but customer phone number is trimmed????

    Posted 06-03-2022 17:29
    No replies, thread closed.
    If I play back the call I also hear the collect digits audio validation confirming what was entered.

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    Vaun McCarthy
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    Original Message


  • 7.  RE: Agent gets callback interaction but customer phone number is trimmed????

    Posted 06-03-2022 10:53
    No replies, thread closed.
    Vaun,

    Is it possible you have a number plan manipulating numbers that match a pattern, same as what you're expecting to see? Remember that number "normalization" set for outbound will also apply to pattern matches inbound. For example, if you have an outbound number plan that takes 0123456789 and strips the last 4, sending 012345, this number manipulation will surface elsewhere in GenCloud. Inbound calls, callbacks, etc. Sorry if this is old news to you but it smells like that may be the case here.

    Good luck.


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