Hello,

when a customer called the first time with an ANI automatically an contact with a specific id is created for that contact in Genesys Cloud. I can see that externalContactId in the conversation details for an example conversation. Everytime when the same ANI is calling again the same external contact is assigned automatically.

***
participants: [{
    externalContactId: "087e2156-ca87-4695-9d8f-9dbabaca0406",
    participantId: "1ebd122f-e275-4283-a900-293b5374e661",
    participantName: "Mobile Number, Switzerland",
    purpose: "external"
***

When I search for that externalContactId over API I can find a external contact ([GET /api/v2/externalcontacts/contacts/{contactId}](https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-externalcontacts-contacts--contactId-)) even when I not really created an External Contact with that ANI over the Genesys Cloud GUI.

My question is how long this externalContactId is really persistent in the system especially when a caller with one ANI only calls once and then never again. How long that "internal contact" would be persistent in the system? Is there a purge mechanism so that Genesys Cloud automatically delete such old contacts after a specific time frame (3 month, 1 year, ...)? Or is this contact persistent forever?

Thanks a lot and best regards,
Christian.

Hi Christian

have a look at this and this article.

Cheers
Zubair

Hello,

when a customer called the first time with an ANI automatically an contact with a specific id is created for that contact in Genesys Cloud. I can see that externalContactId in the conversation details for an example conversation. Everytime when the same ANI is calling again the same external contact is assigned automatically.

***
participants: [{
    externalContactId: "087e2156-ca87-4695-9d8f-9dbabaca0406",
    participantId: "1ebd122f-e275-4283-a900-293b5374e661",
    participantName: "Mobile Number, Switzerland",
    purpose: "external"
***

When I search for that externalContactId over API I can find a external contact ([GET /api/v2/externalcontacts/contacts/{contactId}](https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-externalcontacts-contacts--contactId-)) even when I not really created an External Contact with that ANI over the Genesys Cloud GUI.

My question is how long this externalContactId is really persistent in the system especially when a caller with one ANI only calls once and then never again. How long that "internal contact" would be persistent in the system? Is there a purge mechanism so that Genesys Cloud automatically delete such old contacts after a specific time frame (3 month, 1 year, ...)? Or is this contact persistent forever?

Thanks a lot and best regards,
Christian.

Hello Muhammad,
thanks a lot for that links.

so what I understand is what I described is a "Identified" contact:
https://developer.genesys.cloud/commdigital/externalcontacts/contact-merges#contact-types-and-ttl-duration

What is unclear for me when the time-to-live time is starting and ending? Is this counting only at beginning when contact is initial created in the system (createDate) or is this time reset when the same caller with the same phonenumber as example called again (modified date) and TTL of 60 is started again with last modify date?

Does I understand it correctly, when caller with ANI calls once that Identified contact is created, after 60 days without a promotion to a curated contact that identified contact is deleted and when caller calls again after 61 days it is created as a new Identified contact again?

Thank you and best regards,
Christian.

Hi Christian

have a look at this and this article.

Cheers
Zubair

Hello,

when a customer called the first time with an ANI automatically an contact with a specific id is created for that contact in Genesys Cloud. I can see that externalContactId in the conversation details for an example conversation. Everytime when the same ANI is calling again the same external contact is assigned automatically.

***
participants: [{
    externalContactId: "087e2156-ca87-4695-9d8f-9dbabaca0406",
    participantId: "1ebd122f-e275-4283-a900-293b5374e661",
    participantName: "Mobile Number, Switzerland",
    purpose: "external"
***

When I search for that externalContactId over API I can find a external contact ([GET /api/v2/externalcontacts/contacts/{contactId}](https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-externalcontacts-contacts--contactId-)) even when I not really created an External Contact with that ANI over the Genesys Cloud GUI.

My question is how long this externalContactId is really persistent in the system especially when a caller with one ANI only calls once and then never again. How long that "internal contact" would be persistent in the system? Is there a purge mechanism so that Genesys Cloud automatically delete such old contacts after a specific time frame (3 month, 1 year, ...)? Or is this contact persistent forever?

Thanks a lot and best regards,
Christian.