Genesys Cloud - Main

 View Only

Discussion Thread View
Expand all | Collapse all

Caller's Name to be display on agent page

  • 1.  Caller's Name to be display on agent page

    Posted 11-12-2022 15:52
    Requirement on Cloud agent: Caller's Name to be display on agent page based on the ANI from a lookup table of ANI and Caller name. how can we use the integrate or build to achieved the requirement.
    #Integrations

    ------------------------------
    Nurul Husain
    Accenture LLP
    ------------------------------


  • 2.  RE: Caller's Name to be display on agent page

    Posted 11-13-2022 14:28
    • Create a script as you desire and define a variable (i.e. callerName) with Input option enabled.
    • Use Data Action integration to pull the Caller Name from the source data using ANI as input.
    • In the inbound Flow, first call the Data Action to retrieve Caller Name (store result in a variable) 
    • Then call the script and pass the Caller Name variable as input to the agent script. 


    ------------------------------
    Muhammad Zubair Awan
    Spark NZ Trading
    ------------------------------



  • 3.  RE: Caller's Name to be display on agent page

    Posted 11-13-2022 17:49
    Thank you Zubair for the update, let me try the steps..

    ------------------------------
    Nurul Husain
    Accenture LLP
    ------------------------------



  • 4.  RE: Caller's Name to be display on agent page

    Posted 11-17-2022 04:08
    Hi Zubair, Can you pls provide more insight how to set up..? I am stuck on the data action

    ------------------------------
    Nurul Husain
    Accenture LLP
    ------------------------------



  • 5.  RE: Caller's Name to be display on agent page

    Posted 11-17-2022 04:50
    what is your data source? Data Tables or external source?
    Can you share your Data Action configuration and point out where are your stuck or if getting any error etc?

    ------------------------------
    Muhammad Zubair Awan
    Spark NZ Trading
    ------------------------------



  • 6.  RE: Caller's Name to be display on agent page

    Posted 11-18-2022 02:35
    Edited by Nurul Husain 11-21-2022 11:42
    Hi Zubair, 

    Thank you for the update, please find the below update, and let me know if there is any input for correction or missing points..

    data source >> data table maintain with 2 column (ANI, callername)
    data Tables or external source >> It is internal data table
    script>>  in the default,  add a new line as Customer's Name : {{flow.customername}}, here i have a doubt, need help to know what should be correct entry and how it should call this variable customername from the column.

    Can you share your Data Action configuration and point out where are your stuck or if getting any error etc?
    Configuration of Data Action:
    Name: ProjectName
    Setup:
    Contracts:
       -  input contracts: added as ANI - number 
       -  output contracts: added as customer name - string
    Configuration:
      -   Request > GET
      -   Request URL Template >> not sure what should be the actual path, for now, given the path as /api/v2/#/admin/routing/datatables/  but failed while testing.
      -   Header > no change.

    In the Architect Flow:
      - add lookup table:
       - input variable : call.ani
      - output variable: flow.customername




    ------------------------------
    Nurul Husain
    ------------------------------



  • 7.  RE: Caller's Name to be display on agent page
    Best Answer

    Posted 11-19-2022 17:25

    hi Nurul

    If you are reading the data from Data Table then you do not need the Data Action integration, you can just use the built in "Data Table Lookup" action.

    First thing first, your script needs a string variable with input enabled to receive customer Name data. I used custName in this case, see below


    In the Architect, use "Data Table Lookup" action, select the relevant Data Table, use Expression to define reference Key input (ANI in this case) and store output in a variable. I am using CallerNameOut in this case.


    Note that architect formats the ANI as tel:+{digit-only string} so unless you are storing the Phone Number in same format in your Data Table, you will need to use substring function (when you perform the lookup) to match the result. For example if you store Phone Number as +{digit-only string} in Data table, then you will need to use substring(Call.Ani,4,Length(Call.Ani)-4)

    Under the "Found" path of "Data Table Lookup", you will use "Set Screen Pop" action as pass in the "CallerNameOut" as input for "custName"


    This should get you going. 

    Cheers



    ------------------------------
    Muhammad Zubair Awan
    Spark NZ Trading
    ------------------------------



  • 8.  RE: Caller's Name to be display on agent page

    Posted 11-21-2022 17:00
    Thank you Zubair, it is working as expected by following your above steps which really helped to implement the requirement, much Appreciated.

    ------------------------------
    Nurul Husain
    Accenture LLP
    ------------------------------



  • 9.  RE: Caller's Name to be display on agent page

    Posted 08-14-2024 09:05

    Thanks Zubair for your post, this helped me as well!



    ------------------------------
    Stefan Coetzee
    Individual Only Contact Account
    ------------------------------



  • 10.  RE: Caller's Name to be display on agent page

    Posted 10-05-2024 10:26

    Hello Zubair - Thanks for all the info… I was wondering Is it possible to fetch the caller name from SIP header?

    For ex- If "John Doe" is calling and if the name is in the SIP header is it possible to extract it using Architect and display it to Agent?



    ------------------------------
    Shakti Joshi
    Voxai Solutions Inc.
    ------------------------------



  • 11.  RE: Caller's Name to be display on agent page

    Posted 10-10-2024 15:03

    Hi Shakti - I haven't tried it myself, but I'm pretty sure if the information is in the header, you can extract it and use it in the script.



    ------------------------------
    Cheers
    Zubair
    ------------------------------



  • 12.  RE: Caller's Name to be display on agent page

    GENESYS
    Posted 10-14-2024 11:17

    Hi Shakti,

    Welcome to the community.  I see Zubair hasn't actually tried it, but is pretty sure its in the header.  Were you able to resolve your query?

    If not, it might be worth creating a new post to see if any other members of the community can help



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



  • 13.  RE: Caller's Name to be display on agent page

    Posted 10-14-2024 13:01
    Please check my posts where I mentioned some steps and Zubair's replied his input and able to achieve the solution of displaying the desire information on agent page.



    This message is for the designated recipient only and may contain privileged, proprietary, or otherwise confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail by you is prohibited. Where allowed by local law, electronic communications with Accenture and its affiliates, including e-mail and instant messaging (including content), may be scanned by our systems for the purposes of information security, AI-powered support capabilities, and assessment of internal compliance with Accenture policy. Your privacy is important to us. Accenture uses your personal data only in compliance with data protection laws. For further information on how Accenture processes your personal data, please see our privacy statement at https://www.accenture.com/us-en/privacy-policy.
    ______________________________________________________________________________________

    www.accenture.com





  • 14.  RE: Caller's Name to be display on agent page

    Posted 11-01-2024 09:40

    Good morning, is this request for CX Cloud Connector?  We are on Prem and moving to Genesys Cloud along with the CX Connector for Salesforce.  We are noticing in SF Omni channel it does not give the Member name based on the ANI. Do the instructions you suggested apply to CX/SF Omni Channel or Genesys Cloud only????



    ------------------------------
    Kristie Mead
    Director of Contact Center
    ------------------------------



  • 15.  RE: Caller's Name to be display on agent page

    GENESYS
    Posted 11-01-2024 11:08

    Hello Kristie, 

    Yes, as Genesys Cloud handles all the routing in architect then essentially pushes all the interaction details to SF. 

    Cheers, 



    ------------------------------
    Cam
    Online Community Manager/Moderator
    ------------------------------



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources