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  • 1.  create reference number for call to provide to caller

    Posted 12-16-2024 08:58
    No replies, thread closed.

    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?


    #Unsure/Other

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    Michael Schimento
    Telecommunications Specialist III
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  • 2.  RE: create reference number for call to provide to caller

    Posted 12-16-2024 11:47
    No replies, thread closed.

    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



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

    Original Message


  • 3.  RE: create reference number for call to provide to caller

    Posted 12-16-2024 11:51
    No replies, thread closed.

    The only ID I have so far is to give the caller the interaction ID, but we think it is too long and confusing.....

     

     

    Thank you, Mike

     

     

    Mike Schimento
    Telecommunications Specialist III
    Zenith Insurance Company

    1390 Main Street

    Sarasota, FL  34236
    Office Phone:  941.906.5955

    Fax Number:   941.906.4347

    E-mail:   mschimento@thezenith.com

    TheZenith.com

    P  Please consider the environment before printing this email.

     

    *********************************************************** NOTICE: This e-mail, including attachments, contains information that may be confidential, protected by the attorney/client or other privileges, or exempt from disclosure under applicable law. Further, this e-mail may contain information that is proprietary and/or constitutes a trade secret. This e-mail, including attachments, constitutes non-public information intended to be conveyed only to the designated recipient of this communication, please be advised that any disclosure, dissemination, distribution, copying, or other use of this communication or any attached document is strictly prohibited. If you have received this communication in error, please notify the sender immediately by reply e-mail and promptly destroy all electronic and printed copies of this communication and attached documents. ***********************************************************



    Original Message


  • 4.  RE: create reference number for call to provide to caller

    Posted 12-16-2024 14:58
    No replies, thread closed.

    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. 



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    Anton Vroon
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    Original Message


  • 5.  RE: create reference number for call to provide to caller
    Best Answer

    Posted 12-18-2024 15:34
    Edited by Jason Kleitz 03-17-2025 16:29
    No replies, thread closed.

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

    Original Message


  • 6.  RE: create reference number for call to provide to caller

    Posted 12-18-2024 16:35
    No replies, thread closed.

    Thank you Maxim, I never thought of this, I will give it a try........

     

     

     

     

    Thank you, Mike

     

     

    Mike Schimento
    Telecommunications Specialist III
    Zenith Insurance Company

    1390 Main Street

    Sarasota, FL  34236
    Office Phone:  941.906.5955

    Fax Number:   941.906.4347

    E-mail:   mschimento@thezenith.com

    TheZenith.com

    P  Please consider the environment before printing this email.

     

    *********************************************************** NOTICE: This e-mail, including attachments, contains information that may be confidential, protected by the attorney/client or other privileges, or exempt from disclosure under applicable law. Further, this e-mail may contain information that is proprietary and/or constitutes a trade secret. This e-mail, including attachments, constitutes non-public information intended to be conveyed only to the designated recipient of this communication, please be advised that any disclosure, dissemination, distribution, copying, or other use of this communication or any attached document is strictly prohibited. If you have received this communication in error, please notify the sender immediately by reply e-mail and promptly destroy all electronic and printed copies of this communication and attached documents. ***********************************************************



    Original Message


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