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.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 04-12-2023 18:15
From: Nick Kieffer
Subject: ANI Presentation to agents
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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