Genesys Cloud - Main

Hi All

Is it possible to register certain ANI's so that we can identify it is an internal contact centre routing the call to us, as in both contact centres are in the same company but not both on Genesys, only we are, the ones receiving the call.

in short we want to identify it as an intercompany transfer. We are using a different number from the main one so there may be an opportunity there. Note- both numbers route to the same IVR call flow and queue.

Thanks
Steve
#Ask Me Anything (AMA)
#Routing(ACD/IVR)
#SystemAdministration
#Telephony

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Steve Wright
Pfizer Inc.
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Yes, this is possible.

If they are dialling an entirely different number (a different DNIS) then in your flow just have a decision check for Call.CalledAddressOriginal.

If you want to check based on ANI then you can either have a decision based on multiple Call.ANIs, or perhaps put them all into a data table and do a lookup on that (and if the value isn't found you know it is external).

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James Dunn
Pitney Bowes Inc.
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HI James

Yes it is an entirely different DNIS so I can do it this way. I am fairly new to Genesys cloud and have not had a chance to get into more complex elements like decisions. Is there an article that I could refer to to help me do this?

I am also intrigued by the 2nd method you suggested, looking up the ANi using a data table, I can see some good uses here. I will try and find some help on this too.

Thanks for your help.

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Steve Wright
Pfizer Inc.
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Original Message:
Sent: 04-25-2022 03:45
From: James Dunn
Subject: Identify caller based on ANI or number dialled

Yes, this is possible.

If they are dialling an entirely different number (a different DNIS) then in your flow just have a decision check for Call.CalledAddressOriginal.

If you want to check based on ANI then you can either have a decision based on multiple Call.ANIs, or perhaps put them all into a data table and do a lookup on that (and if the value isn't found you know it is external).

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James Dunn
Pitney Bowes Inc.
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Using a data table for routing locations myself, works quite well.
The Key field will be your number. I suggest storing them as .164 format.

When you use Call.Ani in architect use expression, example;
 
ToPhoneNumber(Call.Ani).e164 

Genesys help page on this

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Simon Brown
Maintel Europe Limited
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Original Message:
Sent: 04-26-2022 10:04
From: Steve Wright
Subject: Identify caller based on ANI or number dialled

HI James

Yes it is an entirely different DNIS so I can do it this way. I am fairly new to Genesys cloud and have not had a chance to get into more complex elements like decisions. Is there an article that I could refer to to help me do this?

I am also intrigued by the 2nd method you suggested, looking up the ANi using a data table, I can see some good uses here. I will try and find some help on this too.

Thanks for your help.

------------------------------
Steve Wright
Pfizer Inc.
------------------------------


Original Message:
Sent: 04-25-2022 03:45
From: James Dunn
Subject: Identify caller based on ANI or number dialled

Yes, this is possible.

If they are dialling an entirely different number (a different DNIS) then in your flow just have a decision check for Call.CalledAddressOriginal.

If you want to check based on ANI then you can either have a decision based on multiple Call.ANIs, or perhaps put them all into a data table and do a lookup on that (and if the value isn't found you know it is external).

------------------------------
James Dunn
Pitney Bowes Inc.

There is an architect tutorial, if you haven't seen it already - part of it contains Decisions - although it'd be good to do the whole thing if you have the time: Advanced lesson: Create a language selection starting task - Genesys Cloud Resource Center (mypurecloud.com)

Here is a bit about interacting with DataTables: Data Table Lookup action - Genesys Cloud Resource Center (mypurecloud.com)

Essentially, you would create a table with the phone number as the key, and a "path" for the call (or other associated values). E.g. ANI 1234 might have path value "Internal". In the call flow, you would look up the ANI in the table and it would return the path value (and anything else) into a variable - then you would use this variable to make a decision. If Path == "Internal" then go straight to queue, for example. You could also populate this value on an Agent Script so that the agent sees immediately that it is a transfer.

If the lookup fails to find the ANI then you know it isn't an internal call and can send to the IVR (or whatever).

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James Dunn
Pitney Bowes Inc.
------------------------------

Original Message:
Sent: 04-26-2022 10:04
From: Steve Wright
Subject: Identify caller based on ANI or number dialled

HI James

Yes it is an entirely different DNIS so I can do it this way. I am fairly new to Genesys cloud and have not had a chance to get into more complex elements like decisions. Is there an article that I could refer to to help me do this?

I am also intrigued by the 2nd method you suggested, looking up the ANi using a data table, I can see some good uses here. I will try and find some help on this too.

Thanks for your help.

------------------------------
Steve Wright
Pfizer Inc.
------------------------------


Original Message:
Sent: 04-25-2022 03:45
From: James Dunn
Subject: Identify caller based on ANI or number dialled

Yes, this is possible.

If they are dialling an entirely different number (a different DNIS) then in your flow just have a decision check for Call.CalledAddressOriginal.

If you want to check based on ANI then you can either have a decision based on multiple Call.ANIs, or perhaps put them all into a data table and do a lookup on that (and if the value isn't found you know it is external).

------------------------------
James Dunn
Pitney Bowes Inc.

Steve,

As you can see in this thread, there are multiple things that can be done inside the call flow to identify who is calling or what number they are calling into, and then you can make routing decisions based on that.  So, if you wanted the calls to be handled differently based on whether it is an intercompany transfer or if it is an external call, then making these changes in architect will be beneficial.  

If you are just looking for numbers and reporting on these transfers vs. external calls.  You can always go to Performance - Workspace - DNS Performance.  Then you can filter by the numbers that point to the flow in question.  

Thank you,

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Jason Tripp
Independent Health Association, Inc.
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Thanks all for your comments, I will play around and see what fits

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Steve Wright
Pfizer Inc.
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Original Message:
Sent: 04-27-2022 08:41
From: Jason Tripp
Subject: Identify caller based on ANI or number dialled

Steve,

As you can see in this thread, there are multiple things that can be done inside the call flow to identify who is calling or what number they are calling into, and then you can make routing decisions based on that.  So, if you wanted the calls to be handled differently based on whether it is an intercompany transfer or if it is an external call, then making these changes in architect will be beneficial.

If you are just looking for numbers and reporting on these transfers vs. external calls.  You can always go to Performance - Workspace - DNS Performance.  Then you can filter by the numbers that point to the flow in question.

Thank you,

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Jason Tripp
Independent Health Association, Inc.
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