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  • 1.  Caller ANI on inbound calls

    Posted 05-07-2026 09:50
    Edited by Ken Pittman 05-07-2026 10:14

    ***Disregard***

    Did Genesys change the behavior this week on displaying the outside callers ANI display to the agent? 

    It used to appear in the box that displayed the Queue. Now its only visible if you select the + sign in that Box.

    I do not see anything regarding this in this weeks Release Notes. 

    On a different note, weeks ago my ORG got a new Permission weeks before it was supposed to release. 

    This caused alot of issues. The permission was for the agent to de-select their phone. 


    #Omni-ChannelDesktop/UserInterface

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    Ken Pittman
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  • 2.  RE: Caller ANI on inbound calls

    Posted 05-07-2026 10:35

    Hi Ken,

    Looks like you found the issue.  Do you mind sharing incase it helps someone else in the future? 



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Caller ANI on inbound calls

    Posted 05-07-2026 11:27
      |   view attached

    Sam

    Since I'm not a Genesys agent I can't remember the previous behavior but thought that the incoming ANI used to show in one of these 2 locations, if not both. Today they do not appear there. See file



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    Ken Pittman
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    Original Message


  • 4.  RE: Caller ANI on inbound calls
    Best Answer

    Posted 05-07-2026 11:41

    Hi Ken, 

    These fields will either display the external contact details,  if it cant match it to an external contact, it uses the SIP data provided from the carrier to look up location and if this isn't provided then it displays the number.  It could be that the carrier has changed what information it is supplying.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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