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  • 1.  ANI Presentation to agents

    Posted 04-12-2023 18:15
    No replies, thread closed.

    Is it possible to have the number of times an ANI has called our group within a specific period of time reflected with the ANI when the call is presented to an agent?  We have bad actors trying to defraud our customers by calling in multiple times trying to game our authentication processes.  This could serve as an additional red flag for agents.  


    #ArchitectureandDesign

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    Nick Kieffer
    Simmons Bank
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  • 2.  RE: ANI Presentation to agents

    Posted 04-12-2023 23:01
    No replies, thread closed.

    You could use the journey map API to look for the history of the ANI and decide then what to do with it.  The other option would be to consider SmartTrack (part of the SmartApps from Ttec Digital) that would do this for you.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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