Genesys Cloud - Main

I would like to find out if it is possible to get the DNIS the caller dialed from an interaction, store that info in a variable, then set the priority of an interaction based on the DNIS of the call.

Scenario: 3 phone numbers are assigned to the same inbound call flow that routes calls to a single queue, but the client would like calls from DNIS 1 and DNIS 2 to have a higher priority (and therefor be answered sooner by an agent) than calls from DNIS 3.

Would it be possible and best to use the Get SIP Headers action?

Hi Christine,

Unless I'm misunderstanding, you don't need to check SIP Headers to get that info.

It might depend a little on how your  DIDs are set, but if it's a 1 for 1 in regards to the numbers the customers dial, you should be able to get that using Architect's built-in variables. (https://help.mypurecloud.com/articles/architect-default-variables/)

More specifically, you can get that using the system variable: Call.CalledAddressOriginal

You can then just compare the value on it to DNIS 1 and 2, and if it's a match you can increase the priority using the "Transfer to ACD" component (there is an attribute in there to set the priority).

Thank you Marcello!