Genesys Cloud - Main

create reference number for call to provide to caller

we thought about giving callers the interaction # to reference the call they had with an agent, this number is too long and confusing to them.

is there a way to generate a reference number that can be used and allow us to search for an interaction if the caller provides if they call back?

Hi Michael,

I cant think of a standard feature off the top of my head other than if the caller is already an External Contact, the call handler would be able to see the callers historical interactions. This is normally handled by an external system such as a CRM or other ticketing software.   But maybe someone else in the community has come across this and has a solution

Yeah generally you would want your CRM to generate and keep that, and Genesys just ask for it to be created and what it is.

You can easily generate a random number in Genesys, ensuring that number is unique however is less easy, you really need a database where these are stored and that can ensure only unique entries are generated.

Unless it is sequential numbers, in which case you could just use a DataTable store the last entry, and each time retrieve, iterate one, write back. But if you have really high call volumes you are going to run in to race conditions with multiple calls doing the process at the same time and ending up with the same number. 

If you need a simple, built-in solution within Genesys, you can add logic to your IVR flow to generate a simplified interaction ID based on the current timestamp and a random number.

For example, the following expression can be used:

Replace(Left(ToString(GetCurrentDateTimeUtc()),10),"-","")+"-"+ToString(RandomInt(10000))

This would produce an output similar to: 20241218-9612

Depending on your daily call volume, you may need to increase the range of the random number (making it longer) to avoid collisions. You could also modify the date portion to include the hour and minute, in addition to the year, month, and day.

You can then set this generated interaction ID as an external tag using the "Set External Tag" step. This will allow you to view and search for it directly in the Interactions View. However, keep in mind that searching by external tag requires an exact match.

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Maxim Tsvetov
Principal PS Consultant
Genesys
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