Genesys Cloud - Main

Hi
I've recently attempted to set up a flow that sends an SMS link to a web page to deflect callers.  I've used the below link as a guide, unfortunately I can't get the flow to use the call.ani to set the "to" SMS number for the data action.  If I manually enter phone number it works fine.
I've tried the following to set the variable to no avail 
update data - tophonenumber(call.ani) 
Get participant Data - call.ani

Can someone please advise what very simple thing I'm missing

Call deflection blueprint (genesys.cloud)

Thanks Phil
#DigitalChannels
#PlatformAdministration
#SystemAdministration
#Telephony

------------------------------
Philip Thys
British Telecommunications PLC
------------------------------

Hi Philip,

Call.Ani is stored in a format like "tel:+XXXXXX", so when you are trying to use that variable to send the SMS to, the prefix is causing the issue.  That's why when you enter the number manually, it is working for you.  To get around this, you can use this expression to send your SMS message "right(Call.Ani,Y)  where "Y" is the number of digits of the phone number you are sending the SMS to.  This will return the value from the ANI for the number you want.

Thank you,

------------------------------
Jason Tripp
Independent Health Association, Inc.
------------------------------

Thanks Jason, thats done the trick

Kind Regards

------------------------------
Philip Thys
British Telecommunications PLC
------------------------------

Original Message:
Sent: 05-09-2022 13:01
From: Jason Tripp
Subject: Call Deflection SMS

Hi Philip,

Call.Ani is stored in a format like "tel:+XXXXXX", so when you are trying to use that variable to send the SMS to, the prefix is causing the issue.  That's why when you enter the number manually, it is working for you.  To get around this, you can use this expression to send your SMS message "right(Call.Ani,Y)  where "Y" is the number of digits of the phone number you are sending the SMS to.  This will return the value from the ANI for the number you want.

Thank you,

------------------------------
Jason Tripp
Independent Health Association, Inc.
------------------------------

Hi Jason,

Just a quick question. Do you know if it's possible today to skip outbound SMS with the facebook link included in it in order to make a smooth deflection from the IVR directly to Facebook Messenger ?

Thank you very much

------------------------------
Francois-Regis Plagnol
NTT France SASU
------------------------------

Original Message:
Sent: 05-09-2022 13:01
From: Jason Tripp
Subject: Call Deflection SMS

Hi Philip,

Call.Ani is stored in a format like "tel:+XXXXXX", so when you are trying to use that variable to send the SMS to, the prefix is causing the issue.  That's why when you enter the number manually, it is working for you.  To get around this, you can use this expression to send your SMS message "right(Call.Ani,Y)  where "Y" is the number of digits of the phone number you are sending the SMS to.  This will return the value from the ANI for the number you want.

Thank you,

------------------------------
Jason Tripp
Independent Health Association, Inc.
------------------------------

Hi Francois
You could send your Facebook messenger M.ME link via SMS and use a Genesys messenger flow to allow agents or bots to interact with customers.

Kind Regards

------------------------------
Philip Thys
British Telecommunications PLC
------------------------------

Original Message:
Sent: 08-30-2022 10:12
From: Francois-Regis Plagnol
Subject: Call Deflection SMS

Hi Jason,

Just a quick question. Do you know if it's possible today to skip outbound SMS with the facebook link included in it in order to make a smooth deflection from the IVR directly to Facebook Messenger ?

Thank you very much

------------------------------
Francois-Regis Plagnol
NTT France SASU
------------------------------


Original Message:
Sent: 05-09-2022 13:01
From: Jason Tripp
Subject: Call Deflection SMS

Hi Philip,

Call.Ani is stored in a format like "tel:+XXXXXX", so when you are trying to use that variable to send the SMS to, the prefix is causing the issue.  That's why when you enter the number manually, it is working for you.  To get around this, you can use this expression to send your SMS message "right(Call.Ani,Y)  where "Y" is the number of digits of the phone number you are sending the SMS to.  This will return the value from the ANI for the number you want.

Thank you,

------------------------------
Jason Tripp
Independent Health Association, Inc.

Great to read your answer Philip !

I'm looking for a way to NOT sent an SMS (I did it and it works well) to push a M.ME link. I would like to make a transfert directly from the IVR to FB Messenger. I want to skip the SMS Step :-).

If you have any tip to work around the "SMS Step" let me know.

Have a good day

------------------------------
Francois-Regis Plagnol
NTT France SASU
------------------------------

Original Message:
Sent: 08-30-2022 10:45
From: Philip Thys
Subject: Call Deflection SMS

Hi Francois
You could send your Facebook messenger M.ME link via SMS and use a Genesys messenger flow to allow agents or bots to interact with customers.

Kind Regards

------------------------------
Philip Thys
British Telecommunications PLC
------------------------------


Original Message:
Sent: 08-30-2022 10:12
From: Francois-Regis Plagnol
Subject: Call Deflection SMS

Hi Jason,

Just a quick question. Do you know if it's possible today to skip outbound SMS with the facebook link included in it in order to make a smooth deflection from the IVR directly to Facebook Messenger ?

Thank you very much

------------------------------
Francois-Regis Plagnol
NTT France SASU


Original Message:
Sent: 05-09-2022 13:01
From: Jason Tripp
Subject: Call Deflection SMS

Hi Philip,

Call.Ani is stored in a format like "tel:+XXXXXX", so when you are trying to use that variable to send the SMS to, the prefix is causing the issue.  That's why when you enter the number manually, it is working for you.  To get around this, you can use this expression to send your SMS message "right(Call.Ani,Y)  where "Y" is the number of digits of the phone number you are sending the SMS to.  This will return the value from the ANI for the number you want.

Thank you,

------------------------------
Jason Tripp
Independent Health Association, Inc.

Hi
Sorry I misunderstood, as far as I am aware there is not a way to achieve this as its a total switch in channel.

Kind Regards

------------------------------
Philip Thys
British Telecommunications PLC
------------------------------

Original Message:
Sent: 08-31-2022 04:03
From: Francois-Regis Plagnol
Subject: Call Deflection SMS

Great to read your answer Philip !

I'm looking for a way to NOT sent an SMS (I did it and it works well) to push a M.ME link. I would like to make a transfert directly from the IVR to FB Messenger. I want to skip the SMS Step :-).

If you have any tip to work around the "SMS Step" let me know.

Have a good day

------------------------------
Francois-Regis Plagnol
NTT France SASU
------------------------------


Original Message:
Sent: 08-30-2022 10:45
From: Philip Thys
Subject: Call Deflection SMS

Hi Francois
You could send your Facebook messenger M.ME link via SMS and use a Genesys messenger flow to allow agents or bots to interact with customers.

Kind Regards

------------------------------
Philip Thys
British Telecommunications PLC


Original Message:
Sent: 08-30-2022 10:12
From: Francois-Regis Plagnol
Subject: Call Deflection SMS

Hi Jason,

Just a quick question. Do you know if it's possible today to skip outbound SMS with the facebook link included in it in order to make a smooth deflection from the IVR directly to Facebook Messenger ?

Thank you very much

------------------------------
Francois-Regis Plagnol
NTT France SASU


Original Message:
Sent: 05-09-2022 13:01
From: Jason Tripp
Subject: Call Deflection SMS

Hi Philip,

Call.Ani is stored in a format like "tel:+XXXXXX", so when you are trying to use that variable to send the SMS to, the prefix is causing the issue.  That's why when you enter the number manually, it is working for you.  To get around this, you can use this expression to send your SMS message "right(Call.Ani,Y)  where "Y" is the number of digits of the phone number you are sending the SMS to.  This will return the value from the ANI for the number you want.

Thank you,

------------------------------
Jason Tripp
Independent Health Association, Inc.

Yeah I'll keep you posted because I agree
I do belive that Genesys will provide outbound for WhatsApp by the end of the year (so we can make seamless maybe), but so sure about that. For FB I have no clue. 

Bye

------------------------------
Francois-Regis Plagnol
NTT France SASU
------------------------------

Original Message:
Sent: 09-01-2022 04:55
From: Philip Thys
Subject: Call Deflection SMS

Hi
Sorry I misunderstood, as far as I am aware there is not a way to achieve this as its a total switch in channel.

Kind Regards

------------------------------
Philip Thys
British Telecommunications PLC
------------------------------


Original Message:
Sent: 08-31-2022 04:03
From: Francois-Regis Plagnol
Subject: Call Deflection SMS

Great to read your answer Philip !

I'm looking for a way to NOT sent an SMS (I did it and it works well) to push a M.ME link. I would like to make a transfert directly from the IVR to FB Messenger. I want to skip the SMS Step :-).

If you have any tip to work around the "SMS Step" let me know.

Have a good day

------------------------------
Francois-Regis Plagnol
NTT France SASU


Original Message:
Sent: 08-30-2022 10:45
From: Philip Thys
Subject: Call Deflection SMS

Hi Francois
You could send your Facebook messenger M.ME link via SMS and use a Genesys messenger flow to allow agents or bots to interact with customers.

Kind Regards

------------------------------
Philip Thys
British Telecommunications PLC


Original Message:
Sent: 08-30-2022 10:12
From: Francois-Regis Plagnol
Subject: Call Deflection SMS

Hi Jason,

Just a quick question. Do you know if it's possible today to skip outbound SMS with the facebook link included in it in order to make a smooth deflection from the IVR directly to Facebook Messenger ?

Thank you very much

------------------------------
Francois-Regis Plagnol
NTT France SASU


Original Message:
Sent: 05-09-2022 13:01
From: Jason Tripp
Subject: Call Deflection SMS

Hi Philip,

Call.Ani is stored in a format like "tel:+XXXXXX", so when you are trying to use that variable to send the SMS to, the prefix is causing the issue.  That's why when you enter the number manually, it is working for you.  To get around this, you can use this expression to send your SMS message "right(Call.Ani,Y)  where "Y" is the number of digits of the phone number you are sending the SMS to.  This will return the value from the ANI for the number you want.

Thank you,

------------------------------
Jason Tripp
Independent Health Association, Inc.