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:
Sent: 06-03-2022 08:47
From: Nathan Smith
Subject: Agent gets callback interaction but customer phone number is trimmed????
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.
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Nathan Smith
ConvergeOne, Inc.
ndsmith@convergeone.com
Original Message:
Sent: 06-03-2022 08:28
From: Chris Bohlin
Subject: Agent gets callback interaction but customer phone number is trimmed????
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
Original Message:
Sent: 06-03-2022 08:02
From: Nathan Smith
Subject: Agent gets callback interaction but customer phone number is trimmed????
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.
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Nathan Smith
ConvergeOne, Inc.
ndsmith@convergeone.com
Original Message:
Sent: 06-02-2022 04:45
From: Vaun McCarthy
Subject: Agent gets callback interaction but customer phone number is trimmed????
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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