Original Message:
Sent: 07-13-2025 04:27
From: Reham Alzeer
Subject: checking the DNIS numbers before recive the call from Client
Good Morning @Catherine DUPIRE @Ernest John Nuque
There truly are no words to fully express my gratitude to you both. Thanks to your guidance, the problem has been resolved using the method you described. Call Routing for each inbound call and canceling (my way) by using one call route for all inbound calls with a checking workflow
I also appreciate the suggestion of support care about adjusting the plan list. However, I needed a solution that incorporated the workflow to include an IVR, and your approach was exactly what I needed.
Thank you again for your expertise and support. It's been invaluable.
------------------------------
[Reham] [Elzir]
Assistant Infrastructure Manager
Original Message:
Sent: 07-09-2025 08:30
From: Catherine DUPIRE
Subject: checking the DNIS numbers before recive the call from Client
@Reham Alzeer yes. And when you choose "Call Flow", you've got the list of your call routings
When you click on the screen "list of dids", it goes to menu "call route", on your call toute.
And your Call routing is associated to a flow (architect).
Change the name of your call route, you'll see it change in the list of call flows in "assignee type".
------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU
Original Message:
Sent: 07-09-2025 05:11
From: Reham Alzeer
Subject: checking the DNIS numbers before recive the call from Client
Dear
In DID Number, you have 3 options to assign as shown in the Pic, one of these options is the call flow
------------------------------
[Reham] [Elzir]
Assistant Infrastructure Manager
Original Message:
Sent: 07-09-2025 05:07
From: Catherine DUPIRE
Subject: checking the DNIS numbers before recive the call from Client
@Reham Alzeer in DID numbers menu, you assign a Call Routing , not a flow !
------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU
Original Message:
Sent: 07-09-2025 04:47
From: Reham Alzeer
Subject: checking the DNIS numbers before recive the call from Client
Hi @ Catherine DUPIRE
Did you publish your flow ? yes
Are you in the same division? yes
In routing, you see all published incoming voice flows. I see all, but can't see when assigning the DIDI Number
------------------------------
[Reham] [Elzir]
Assistant Infrastructure Manager
Original Message:
Sent: 07-09-2025 04:08
From: Catherine DUPIRE
Subject: checking the DNIS numbers before recive the call from Client
Hi @Reham Alzeer
Did publish your flow ? Are you on the same division ?
In routing, you see all published incoming voice flows.
------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU
Original Message:
Sent: 07-09-2025 04:00
From: Reham Alzeer
Subject: checking the DNIS numbers before recive the call from Client
Dear Catherine DUPIRE
But in the end, I don't understand why you test this value; you just need to create 2 separate routings based on these 2 DID numbers, with 2 separate inbound flows. It seems much more simple...
I did that, but when assigning the DIDI Number to the working flow it's shown to me only the workflow, and I don't know why, as shown in the Pic
------------------------------
[Reham] [Elzir]
Assistant Infrastructure Manager
Original Message:
Sent: 07-08-2025 13:37
From: Catherine DUPIRE
Subject: checking the DNIS numbers before recive the call from Client
Hi @Reham Alzeer.
I don't think you have to add "tel:", the calledAddress , or CalledOriginalAddress is directly "+9xxx...", I have already used it.
I your flow always choose the IVR, that means that it detects the DNIS =="+9xxx". Otherwise, if the syntax was not correct you would always be routed to disconnect. That means that your DID number is modified somewhere.
What I advise you : before your test decision, add a prompt in TTS to spell your variable "calledAddressOriginal", it will at least allow you to be sure of the real value of your variable.
But in the end I don't understand why you test this value, you just need to create 2 separate routings based on these 2 DID numbers, with 2 separate inbound flows. Its seems much more simple...
------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU
Original Message:
Sent: 07-08-2025 11:09
From: Eric Berkshire
Subject: checking the DNIS numbers before recive the call from Client
Try adding the tel: to the phone number your checking against or strip it from the calledaddressoriginal: if(contains(Call.CalledAddressOriginal, "tel:"), Replace(Call.CalledAddressOriginal, "tel:", ""), Call.CalledAddressOriginal)
------------------------------
Eric Berkshire
NA
Original Message:
Sent: 07-08-2025 10:52
From: Reham Alzeer
Subject: checking the DNIS numbers before recive the call from Client
Hi Dear
Thanks for your reply, and this is what I did, but unfortunately, the workflow (Logic Decision ) is not working; in all cases, as all calls will transfer to the main IVR, even if the destination call is not XXXX30 as shown in PIC
------------------------------
[Reham] [Elzir]
Assistant Infrastructure Manager
Original Message:
Sent: 07-08-2025 09:43
From: Christoph Domaschke
Subject: checking the DNIS numbers before recive the call from Client
Hi Reham,
to avoid misunderstandings: A workflow is something different than an inbound call flow. If you created an inbound call flow, your answer is "yes". You will have to configure your new inbound call flow in Admin --> Call Routing --> "Route to". Only then your new call flow will be used.
------------------------------
Christoph Domaschke
Leiter Service Center (Cronbank)
Original Message:
Sent: 07-07-2025 08:03
From: Reham Alzeer
Subject: checking the DNIS numbers before recive the call from Client
Hi Dear Ernest
I appreciate your response to my question.
I have already done that, but I am waiting for the agents to finish work, as I am working on a live platform.
My question now is, if it's working, do I need to change the Call Route when the open goes for this workflow flow
right?
------------------------------
Reham Alzeer
System/Network Administrator Engineer
Original Message:
Sent: 07-07-2025 07:21
From: Ernest John Nuque
Subject: checking the DNIS numbers before recive the call from Client
Hi,
try this expression
Call.CalledAddressOriginal == "YOUR DNIS"
something like Call.CalledAddressOriginal == "+60123456578"
------------------------------
Ernest John Nuque
Voice Network Engineer
Original Message:
Sent: 07-07-2025 06:47
From: Reham Alzeer
Subject: checking the DNIS numbers before recive the call from Client
We have two companies operating under the same Org, Site, and agents for Genesys, but with two different DNIS numbers. The first company to use this number (00966XXXXXXX0) as an outbound number, So If someone calls back on this number, it will redirect them to the main IVR and inbound agents. The second company uses this number (009661XXXXXXX1) for outbound calls, but if someone calls back on this number, they want redirect calls redirected to the discount options.
Now my quotations
I create a workflow to check all inbound calls' destinations if clients call the first number or the second number, and I will go with the decision option
I need help to write the correct Expression to check the number before routing to the right workflow, as shown in Pic
#ArchitectureandDesign
#Routing(ACD/IVR)
------------------------------
Reham Alzeer
System/Network Administrator Engineer
------------------------------