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  • 1.  Changing ANI to match customer's TFN on outbound transfer

    Posted 02-29-2024 07:37
    Edited by Antwuan Rencher 27 days ago

    We have a single external trunk (BYOC) supporting multiple customers in our Gen Cloud org.

    Is there a way for me to set the ANI to match one of my customer's TFN for a 'Transfer to Number' in Architect?

    I'm currently doing this in PureConnect using the eic_remoteaddress attribute for the external transfer in Attendant.

    I've tried setting the ANI in Architect using a 'Set Participant Data' action, but it doesn't work.

    Using the 'Calling Party Number' on a queue is of no use since this is not an agent making an outbound call, rather it's an external transfer from within the Architect flow.

    I believe I need to avoid setting this on the trunk as I think it would interfere with all outbound calls, but maybe there's a way.

    Thanks for any help!


    #Outbound
    #Unsure/Other
    ------------------------------
    Brandon Weaver
    Science Application International Corporation
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  • 2.  RE: Changing ANI to match customer's TFN on outbound transfer

    Posted 03-08-2024 21:58

    Not if you using GCV.  The diversion header will always show the ANI on the trunk.  You either order different trunks from Genesys to out pulse different ANIs or get a BYOC trunk that would allow you to send out the incoming Caller ID as the outbound OLI.  



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



  • 3.  RE: Changing ANI to match customer's TFN on outbound transfer

    Posted 03-11-2024 13:36

    Thanks Robert. I should've mentioned that we're using a single BYOC trunk. But, we have multiple customers using the trunk so anything set on the trunk would affect all customers.



    ------------------------------
    Brandon Weaver
    Science Application International Corporation
    ------------------------------



  • 4.  RE: Changing ANI to match customer's TFN on outbound transfer

    Posted 03-11-2024 16:58

    So, you need to have your agents dial out of a queue for the number to be show.  The only way for the external transfer to work is to have separate trunks setup with different OLI's and then adjust your dial plans to select these trunks based on some routing code like 88+number and 77+number, so your external transfer will be the same.  



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



  • 5.  RE: Changing ANI to match customer's TFN on outbound transfer

    Posted 03-12-2024 07:25

    Thanks, Robert!



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    Brandon Weaver
    Science Application International Corporation
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  • 6.  RE: Changing ANI to match customer's TFN on outbound transfer

    Posted 03-12-2024 07:53

    Robert, I've created another trunk using our same carrier, but with a dummy inbound identifier for this effort.

    Could you help me understand how to adjust the dial plan to select a certain trunk based on a routing code as you suggested, or maybe based on outbound number?

    These external transfers will only be routing to a couple of static numbers, so maybe that'd work. 
    I'm just not clear on how to configure this.

    Thanks!



    ------------------------------
    Brandon Weaver
    Science Application International Corporation
    ------------------------------



  • 7.  RE: Changing ANI to match customer's TFN on outbound transfer

    Posted 03-12-2024 08:11

    I think I figured this out after a bit of coffee.

    I created the dummy trunk, then a new Number Plan and a new Classification that looks specifically for the numbers that will be dialed using an E.164 list.
    I saved that Number Plan, then created a new Outbound Route with the new Classification and pointed it to the new trunk.

    It seems to work.



    ------------------------------
    Brandon Weaver
    Science Application International Corporation
    ------------------------------



  • 8.  RE: Changing ANI to match customer's TFN on outbound transfer

    Posted 03-12-2024 03:13

    Hi Brandon,

    According to the regulation in UE you should not use number that you do not own. The telco operators should also remove the numbers that you use if you do not own them.

    In "real life" the unappropriate numbers are not always "erased/removed" by the operators but you must be aware that it can happen at any time.



    ------------------------------
    Lionel Florence
    Helpline SAS
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  • 9.  RE: Changing ANI to match customer's TFN on outbound transfer

    Posted 03-12-2024 07:27

    We're not attempting to use a number we do not own, we're simply trying to mimic the Calling Party Number feature that Genesys Cloud offers with queue calls for certain external transfers.

    Thanks



    ------------------------------
    Brandon Weaver
    Science Application International Corporation
    ------------------------------



  • 10.  RE: Changing ANI to match customer's TFN on outbound transfer

    Posted 03-12-2024 10:45

    Glad to hear.  



    ------------------------------
    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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